Classroom and Event Support Specialist

Colgate Information Technology Services (ITS) is a dynamic organization that serves the diverse technology needs of the University community. ITS prides itself on exceptional customer service and building creative solutions to meet the unique needs of our liberal arts campus. ITS endeavors to foster an inclusive environment that values diversity, professional development, creativity, and innovation to support the growth of individuals and the organization. Under the leadership of the CIO, ITS is embarking on a strategic planning process to align services and resources with several exciting new initiatives identified in Colgate’s Third Century Plan. More information can be found at
We are seeking an organized and collaborative Classroom and Event Support Specialist with a diverse background in audiovisual (AV) technologies to join the Classrooms, Digital Media, and Events (CDME) team. The CDME team provides technical event support to students, faculty, staff, and alumni. Our expert team supports over 200 learning and event spaces on and off campus facilitating audio-visual installations, maintenance, repair, technical event support, education, and consultations.
We’d love to hear from you – even if you do not meet 100% of the preferred/desired qualifications. Accountabilities The Classroom and Event Support Specialist serves as a member of a team providing direct support to academic programs and administrative departments to ensure the sound delivery of video and audio programming, presentations, classroom content and other digital media.

Accountable for:

• Participating in regularly scheduled or limited scope projects as assigned.
• Supporting physical A/V installations across campus including those found in classrooms, conference rooms, multi-purpose spaces, digital signage, and department specific installations.
• Providing direct event support by operating video cameras, audio mixers, public address sound systems, placing microphones and podiums, and ensuring presentation materials are queued and accurately displayed.
• Documentation of client interactions, incidents and requests.
• Communication about problems and resolutions according to defined standards of practice.

Specific accountabilities include but are not limited to:

• Responding immediately to classroom support escalation incidents to resolve emergent issues.
• Providing support and light installation for audiovisual and multimedia installations in classrooms, conference rooms and public spaces across campus.
• Performing maintenance checks, troubleshooting, and programming of audiovisual equipment.
• Providing audio mixing and sound reinforcement for classes and events on and off campus.
• Troubleshooting equipment malfunctions; performing minor repairs or adjustments to audiovisual equipment and identifying major repair needs.
• Preparing for and supporting events requiring audiovisual equipment, as assigned.
• Assisting with live and studio recordings, lecture capture and campus wide seminal events.
• Ensuring proper documentation, notification, escalation, tracking, and follow up of audiovisual related incidents.
• Responsible for timely completion of small projects, or providing support to a project leader, in the installation or renovation of audiovisual systems in classrooms, meeting spaces and public areas.
• Using technical expertise and experience to exercise a sufficient level of judgment to make decisions in support of project completion.

Technical Competencies

Name Desktop/Mobile/AV Diagnostics and Repair Description Demonstrated knowledge of AV platforms deployed across the University sufficient to support tier two issues arising on campus. Demonstrated knowledge sufficient to troubleshoot, diagnose and provide repair tier two support for all AV issues and installations. Demonstrated knowledge in hardware, software and networking as it relates to specific platforms (e.g. control system software, video and audio switching, display hardware, video cameras, portable lighting, and portal PA systems). Name Events/A/V Description Demonstrated ability to understand and translate user needs to provide the required technical support/installations required. Name Stagecraft Description Demonstrated solid working knowledge of the tools and methods used in basic stagecraft to construct, modify or repair AV installations in classrooms, art galleries, public spaces and athletic facilities.
Demonstrated understanding of the principles of stagecraft and building trades sufficient to collaborate with tradespersons, contractors and technicians. Name Customer Service Description Displays empathy and patience with users of all levels of sophistication. Can successfully support most users on campus with tier two issues. Demonstrated ability to consistently follow through with solutions and information for all types of users. Demonstrated ability to diffuse the most challenging situations and remain calm and focused and escalate when required. Demonstrated ability to assess user sophistication and communicate (oral and written) with customers in an appropriate level of detail. Always conveys confidence to the user in ITS’ ability to solve issues. Demonstrated ability to appropriately broker services for calls received that do not relate to ITS. Name Project Management Description Demonstrated ability to lead projects with 3+ staff resources, develop project plans, develop requirements, and coordinate across teams. Project plans subject to approval by more senior staff. Demonstrated ability to execute subsets of complex projects managed by others in a matrixed environment. Name Media Support Description Demonstrated experience planning and executing the installation of media components used in multimedia projects and installations. Demonstrated knowledge of a wide range of AV formats and delivery systems including an understanding of the capabilities and flexibilities necessary for media installations and live productions. Demonstrated ability to be an articulate collaborator who is comfortable speaking the language of the visual arts and can translate the vision of colleagues, faculty, artists and curators to assist in the design, construction and execution of AV projects, exhibits and art installations.
Demonstrated ability to maintain a current understanding of available AV technologies, methods, installation strategies and technical capabilities. Behavioral Competencies

Name Personal Accountability for Results Description Takes responsibility for decisions, performance, and outcomes; behaves in a responsible manner with a positive attitude; shows self-awareness and openness to feedback. Name Effective Communication Description Demonstrates effective written and oral communication skills; shares information and seeks input from others; adapts communication to diverse audiences; protects private and confidential information. Name Problem Solving and Decision Making Description Analyzes and prioritizes situations to identify and solve problems; generates solutions to improve efficiency and quality; involves others in solving problems and making decisions; factors organizational goals into decisions; makes clear, transparent, and timely decisions. Name Change Management Description Responds positively to changing university initiatives and readily adapts behavior to maintain effective performance; understands the long-term direction of the university and can relate this to departmental area; adapts to new methodologies; identifies and acts on areas where change is appropriate. Name Leadership and Teamwork Description Applies skills and knowledge to provide a climate to achieve departmental and organizational success; balances individual and department goals; helps others perform at their best; builds productive relationships to enhance individual and organizational effectiveness; treats others with respect; resolves conflicts among team members. Name Creativity and Innovation Description Generates, explores, encourages, and implements innovative ways of creating strategic value for the university, division, department, and individual level; critically assesses the effectiveness of new initiatives. Name Diversity and Inclusion Description Demonstrates respect for people and their differences; understands the benefits of a diverse workforce; earns the trust and respect of others; includes and welcomes others; works to understand the perspective of others; promotes opportunities to experience diversity within our community. Name Sustainability Description Understands the impact of decision making and personal behavior in achieving the university’s commitment to a sustainable and carbon-neutral campus; supports and advances the university’s sustainability initiatives; influences others to use sustainable practices. Requirements

Professional Experience/ Qualifications

• Three or more years of directly related professional experience
• Ability to shift priorities
• Working knowledge of Windows and Mac OS
• Working knowledge of software, hardware and systems integral to audio visual installations such as: Control system software, video and audio switching and display hardware, camera and portable lighting and video conference platforms
• Understanding of the principles of stagecraft and building trades sufficient to coordinate with tradespersons, contractors and technicians
• Capable of working with high profile faculty, guest speakers and alumni through a diplomatic lens
• Excellent client-facing and internal communication skills
• Excellent written and verbal communication skills
• Ability to follow direction from peers, faculty, artist, and gallery staff to achieve the appropriate vision for installations

Preferred Qualifications

• Experience working in Higher Education is preferred
• Extron programming experience highly preferred
• Experience working in Technical Events is preferred

Education Associate’s degree in Information Technology, Electronics, Media Arts and Technology, Communications or a related field highly desirable. Certifications A current valid driver’s license, in accordance with the University’s Driver Safety and Motor Vehicle Use Policy is required.

Required to pass the following annual mandatory training, but not limited to:

• Asbestos Awareness
• Ladder Safety
• Scaffolding Safety
• Safe lifting/Back Injury Prevention
• NFPA 70 Electrical Safety in the Workplace
• CPR/AED

Required training prior to initial use and designated refresher training, but not limited to:

• Aerial Lift Operations and Safety
• Forklift Operation and Safety

Physical Requirements Ability to:

• wear compression and puncture resistant footwear, as required
• wear a hard hat in job site and construction areas, as required
• wear safety glasses, as required
• wear body harness for aerial lift equipment and fall arrest systems, as required
• wear electrical safety/hazard rating category (HRC) 2 protective clothing and apparel, as required by OSHA
• lift 50 pounds
• work in heights of excess of 6 feet

Other Information Colgate Bargaining Unit employees must apply by Thursday, March 14th to be considered Posting Detail Information

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