Media Services Technician II - Tenders Global
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Media Services Technician II

Chapman University

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Posting Details
Position Information

Position Title Media Services Technician II
Position Type Regular
Job Number SA8932122
Full or Part Time Full-Time 40 Hours Weekly
Fair Labor Standard Act Classification Non-Exempt
Anticipated Pay Range $22.00 – $25.00
Pay Range Information Chapman University is required to provide a reasonable estimate of the compensation range for this position. This range takes into account a variety of factors that are considered in making compensation decisions, including experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. Salary offers are determined based on the final candidate’s qualifications and experience, as well as internal equity and other internal factors. The anticipated pay range is not a promise of a particular wage.

Position Summary Information

Job Description Summary Under general supervision, working independently or as a member of a team, provide quality customer service to students, faculty, and staff by providing first-line technical assistance with the audio-visual systems and equipment in the classrooms, labs, conference rooms, and event rooms. Train and guide students, faculty, and staff on the operation of the audio and visual equipment, media presentations, video conferencing, and lecture capture tools. Serve as a resource to Media Services Technician I and student workers. Receive and process tier I and II level requests for audiovisual support. Responsible for day-to-day support and administration of web conferencing, video content, video archive, video distribution, and AV systems. Assist in coordinating and approving AV requests using Web Checkout and event scheduling system. Maintain accurate AV equipment inventory. Monitor, troubleshoot, resolve, and escalate incidents to technician and student workers using our Service Desk work order system. Partner with the Educational Technology team on AV configuration and programming. Provide routine maintenance and support on university-owned audiovisual (Crestron, Extron, Apple TV) equipment to be sure equipment is operational. Work as a motivated team player with the ability to communicate with faculty, staff, students, and supervisors about technical issues at a non-technical level. Perform other duties as assigned.
Responsibilities Technical Support ·

  • Provide quality customer service to students, faculty, and staff by providing technical assistance with the audio-visual systems and equipment in the classrooms, labs, conference rooms, and event rooms.
  • Ensure operational stability, efficiency, and security of the systems and equipment in the AV racks.
  • Troubleshoot, research, and provide recommendations on AV equipment.
  • Receive and process tier I and II level requests for audiovisual support.
  • Responsible for day-to-day support and administration of the lecture capture, web conferencing, video content, systems management, video archive, digital signage, video distribution, and AV systems.
  • Video record classes and special events. Edit video and media files for streaming over the web.
  • Assist in coordinating and approving AV requests with the Media Services Manager using Web Checkout and event scheduling system.
  • Provide routine maintenance and support on university-owned audiovisual (Crestron, Extron, Apple TV) equipment to be sure equipment are operational and create an order form of new supplies needed to the supervisor.
  • Provide audiovisual support for campus events and classes
  • Video record classes and special events.
  • Clearly communicate problems and resolutions to customers and supervisors.
  • Monitor, troubleshoot, resolve and escalate incidents to technician and student workers using our Service Desk work order system.

AV Programming ·

  • Troubleshoot, research, and provide audiovisual systems that use Crestron, Extron, and Apple iPad control systems.
  • Work with the Educational Technology team on AV system configuration and programming · Troubleshoot Tier 2 and 3 AV issues and programming

Student Worker Oversight – Evening shift ·

  • Monitor shifts and schedules for Media Services student workers
  • Train new student workers on processing incidents and requests using current Service Desk and Media Services processes and procedures.
  • Perform performance management and work with the Media Services Manager on disciplinary issues and promotional opportunities.
  • Customer Service and Documentation
  • Deliver professional customer service, end-user training and consultation, and effective team and project work.
  • Contact end users to make sure issues and requests are resolved or completed to their satisfaction
  • Clearly communicate problems and resolutions to customers and supervisors
  • Create and maintain technical documentation and solutions for the IS&T Knowledge Base
Required Qualifications
  • Bachelor’s degree or combination of some college and equivalent work experience in audiovisual and information technology
  • At least three years prior experience in a technical support position. Excellent oral and written communication skills with the ability to translate technical terms into non-technical terms.
  • Technical troubleshooting skills, analytical reasoning and determining when to escalate issues appropriately.
  • A strong commitment to customer service and teamwork
  • Strong organizational and problem-solving skills
  • Ability to perform duties under general supervision and demonstrate initiative for assignments
  • Excellent troubleshooting skills to analyze routine and complex technical problems and formulate and communicate logical and sound conclusions and recommendations
  • Ability to establish and maintain technical documentation
  • Demonstrate effective written and oral communication skills.
  • Ability to use tact and diplomacy and to maintain a high level of confidentiality.
  • Excellent interpersonal skills with a diverse group of individuals at all organizational levels
  • Ability to accept and implement changes to work procedures and polices
  • Proven ability to adapt to new technologies.
  • Working knowledge of the campus and the university policies and procedures that pertain to the duties of this position.
  • Ability to respond to escalated problems/issues and carry out duties and responsibilities in a timely manner
  • Ability to prioritize duties when faced with interruptions, distractions and a fluctuating workload
Desired Qualifications
  • Audio Visual and Desktop Computer specific (e.g. Extron, Crestron, Avixa) certification
  • Experience installing audiovisual systems is a plus Knowledge of Canvas LMS, Jira Service Manager, Web Checkout, and 25Live.
  • Experience with video conferencing tools (e.g. Zoom and Microsoft Teams) Working knowledge of desktop support for Microsoft Windows 10, iOS devices, and Mac OS operating systems.
  • Related experience in higher education institution
Special Instructions to Applicants Chapman University is an equal opportunity employer committed to fostering a diverse and inclusive academic global community. The University is dedicated to enhancing diversity and inclusion in all aspects of recruitment and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, citizenship status, physical disability, mental disability, medical condition, military and veteran status, marital status, pregnancy, genetic information or any other characteristic protected by state or federal law.
The University is committed to achieving a diverse faculty and staff and encourages members of underrepresented groups to apply. More information on diversity and inclusion at Chapman University can be found at www.chapman.edu/diversity.
Applicants for Staff and Administrator positions must be currently authorized to work in the United States on a full-time basis. Chapman University does not sponsor applicants for Staff and Administrator positions for work visas.
The offer of employment is contingent upon satisfactory completion and outcomes of a criminal background screening and returning to the Office of Human Resources a signed original acceptance of the Chapman University Agreement to Arbitrate.
Minimum Number of References 2
Maximum Number of References 5

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