Media Services Specialist

Responsibilities

• Fields Help Desk requests via phone, email, and walk-ins, creating an initial ticket record of the request and updating tickets with notes on any work performed.
• Identifies and organizes tickets according to priority and resolves issues in an effective and timely manner.
• Identifies, diagnoses, and resolves computer software, hardware, and networking problems for users of University computer resources in an effective and timely manner, working with vendor support contacts and/or escalating to appropriate personnel, as necessary.
• Investigates complex issues, determining root causes and solutions, and documenting resolutions.
• Safeguards classroom, conference room, and lab computers by ensuring they are updated, patched, and interfacing properly with audiovisual equipment.
• Demonstrates initiative and self-motivation in researching solutions to problems and keeping up to date with current technology.
• Communicates technical solutions clearly in a friendly and professional manner and conveys pertinent information promptly to customers and other stakeholders.
• Drives customer satisfaction and demonstrates strong customer service orientation.
• Demonstrates effective interpersonal, communication, and conflict resolution skills.
• Authors technical documentation and ensures that it is updated to remain current.
• Provides one-on-one user training as needed.
• Configures, upgrades, and installs new and existing multimedia, computer hardware and software.
• Authors technical documentation and ensures that it is updated to remain current.
• Provides group or one-on-one user training as needed for event, academic technology, or multimedia use.
• Supports and trains users on using classroom technology.
• Keeps up to date on current technology and future trends.
• Plans for maintaining and updating classroom technology.
• Installs and configures classroom technology.
• Supports and manages multimedia, and academic technology for events.
• Coordinates event operations with University departments and other staff.
• Completes complex technical tasks independently.
• Carry out necessary pre- and post-classroom/event equipment checks and proactively identify potential issues with event equipment.
• Carry out necessary pre- and post-semester equipment checks and proactively identify potential issues with classroom and meeting space equipment.
• Maintains and supports classroom and event operations.
• Monitors inventory of multimedia, computer equipment, software, parts, and supplies, and assists with the ordering of needed resources.

Requirements

• Minimum of 2 years of work history with direct customer interaction.
• Experience and understanding of audio-visual equipment and media management.
• Demonstrated experience with industry standard audio/visual hardware and software.
• Understanding of media in teaching and learning.
• Advanced proficiency with standard Microsoft products, emphasis on Outlook and PowerPoint.
• Preferred training and project management experience.
• Demonstrated excellence in teamwork as well as excellent oral, written and interpersonal communication skills.
• Ability to work a flexible schedule as needed.
• Attention to detail and thorough documentation.
• Strong understanding of technical troubleshooting methodology.
• Strong critical thinking skills.
• Strong customer service skills and demonstrated responsiveness to customer needs.
• Strong analytical skills.
• Must be able to lift 50 lbs. as needed to move equipment across the campus environment.
• Must be able to sit for long periods at a time and or stand for long periods at a time.
• Must be able to crawl under desk for any technology need.
• Adhere to Dynamic Campus Core Values.