Event Technician (Krieger Information Technology Classroom Multimedia)

We are seeking an Event Technician to provide support for classroom technology, audio/visual equipment, applications, products, and services, and assist faculty, staff, and students experiencing procedural or operating difficulties by investigating equipment and software problems and resolving issues directly.

Responsibilities

• Provide audio/visual and collaborative technologies support to clients, responding to telephone calls, emails, and in-person requests for technical support.
• Record, prioritize, and track all assigned help calls and document work efforts in a ticketing system to meet service SLAs.
• Diagnose problems through discussions with clients and simulate or recreate technical issues to resolve operating difficulties.
• Perform troubleshooting of podium A/V devices, room control systems, microphones, projectors, audio recording units, and related equipment in classroom and special event environments.
• Assess damage to or loss of equipment and report to supervisor.
• Perform A/V equipment set-up and strike efficiently, ensuring correct configuration and operation for events.
• Support live and pre-recorded productions for special event webcasts across various locations.
• Assist clients in the best use of A/V technology for presentations and provide basic instruction/training on A/V equipment and resources.
• Update internal support documentation and assist in developing client help documents.
• Participate in the installation, maintenance, and storage of equipment, and update equipment inventory.
• Coordinate hardware warranty repairs with multimedia staff and arrange timely ordering of A/V consumable supplies.
• Provide feedback on equipment replacement and upgrades.
• Perform testing and quality assurance on presentation computer systems, A/V systems, and virtual conferencing software.
• Stay current with A/V technologies and practices outside the School of Public Health.
• Apply professional business and technical support concepts to provide consultation and training based on departmental guidelines.
• Prioritize and manage multiple tasks and deadlines with supervision, escalating complex issues as needed.
• Utilize operational knowledge of A/V equipment, including:
  • Computers (Windows and Mac operating systems) and tablets (iPad, Microsoft Surface)
  • Document imaging equipment (document cameras)
  • Virtual conferencing equipment (Zoom rooms)
  • TVs, touchscreen monitors, and DVD players
  • Digital audio recorders and mixing consoles
  • Digital whiteboards, video and web cameras, and cabling
  • SMART technologies/platforms and webcasting technologies
• Diagnose, analyze, and document Level 1 computer hardware and standard software issues (email, web browsers, etc.).
• Install computer monitors, peripheral devices (keyboards, mice, webcams), and software, and assist with license tracking.
• Troubleshoot basic user account issues, including password and access problems, and report network connectivity issues.
• Implement hardware and software deployment plans as directed by management.
• Support classroom and lecture hall computing technologies as directed.
• Conduct hands-on inventory or system reconfiguration projects as directed.

Requirements

• Bachelor’s Degree. Additional education may substitute for required experience, and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.
• Must be available to work flexible hours, including some evenings, weekends, and overtime.

Preferred Qualifications

• Experience working in an educational environment.
• Experience with cloud recording service Panopto.
• Experience and knowledge of A/V management systems (Dante, Crestron, Extron).
• Experience and familiarity with both Windows and Apple operating systems (Windows 7 and higher; Mac OS Sierra, and iOS).
• Certifications:
  • Certified Technology Specialist (CTS)
  • Microsoft Technology Associate (MTA)
  • Apple ACMT or ACTC
  • CompTIA Security+
• Highly knowledgeable about video meeting software (Zoom, WebEx, GoToMeeting).

Skills

• Audio Production - Awareness
• AV Equipment Proficiency - Awareness
• Client Training and Support - Awareness
• Educational Technologies - Awareness
• Help Desk Support - Awareness
• Live Streaming - Awareness
• Technical Support/Troubleshooting - Awareness
• Technology Documentation and Reporting - Awareness
• Video Post-Production - Awareness

Pay

Starting hourly salary range: $21.80 - $37.80 (commensurate with experience).

Schedule

Flexible depending on events.