Audio Visual Associate
Required Qualifications: (As evidenced by an attached resume) Bachelor's Degree (Foreign equivalent or higher degree). In lieu of degree, four years of directly related full time experience, or a combination of higher education and experience totaling four full-time years may be considered. Experience with audio visual equipment and multimedia presentation equipment. Experience troubleshooting common complications at the user’s end. Basic understanding of computers and computer operating systems. Preferred Qualifications: Advanced Degree (Foreign equivalent or higher degree). Experience training users, or working together with others to provide customer service. Experience connecting and operating presentation and audio visual hardware on both wired and wireless computer networks. Experience providing AV support in a conference center or similar setting. Experience with video, audio and control signals. Experience operating audio visual support equipment including multimedia projectors, LCD panels, presentation computers, sound systems and presentation control systems. Experience with data measurement, or assessment. Experience writing reference material or user documentation. Brief Description of Duties: The position of Audio Visual Associate is a customer support position with a high level of client interaction.This position will largely provide audio visual service in West campus learning spaces, and will dedicate a segment of their time to support the spaces of the undergraduate colleges by documenting systems, running training events for their student workforce, and by covering large scale events in the spaces, for campus residences.
Provides faculty and staff audio visual, computer presentation and device connectivity support. Provides assistance to presenters, schedules, troubleshoots and operates digital media systems. Evaluates instructor’s needs, and provides required support. Integrates user’s media and equipment (laptops tablets etc.) with presentation systems. Troubleshoot problems with computers, presentation systems and production systems. Help to extend the life-cycle of technology and learning space furniture by adhering to maintenance and reporting standards. The selected candidate will be responsible for:
- Provide support for locking and standardizing media support systems daily. Reset learning spaces from the daily instructional activities. Site and correct daily issues such as system anomalies, consumable supply levels (batteries, markers, solvent, chalk, cables), and furniture in learning spaces. Correct technology maintenance problems, and report via service ticket. Assist faculty (via intercom, phone, or in person) with presentation equipment, control systems and media systems in live teaching situations. Connect with users in the field. Provide hands-on support to the user’s comfort level to ensure the most effective use of media, equipment, and furniture configurations.
- Instruct "Best Practices" for AV systems. Schedule systems support training events or publicize training events for other IT services beneficial to users in the teaching/learning community. Liaise with Educational Technologist and Faculty Center when support involves pedagogy and learning outcomes. Schedule appropriate media equipment and facilities to support instruction and University programs. Extend advanced support to faculty and instructors developing progressive teaching styles and promoting deeper usage of the portable, or installed, equipment.Check equipment in/out. Properly set-up equipment and facilities for next use. Keep equipment storage areas inspected and tidy, and portable equipment and learning spaces preventatively maintained.Provide support of course-based HD video conferences, telepresence video services, and endpoints such as scheduling tests, room maintenance, users connecting peripherals or sharing content and preventative checks. Train users on site on the systems, and best practices. Work with support technicians on the West campus.In performance of all job duties, at all times be responsible for delivering optimal customer service, for protecting institutional data and privacy, and the excellent delivery of solutions and services by following divisional and University policies, procedures, and processes.Document media systems, classrooms, facilities, and other supported spaces with record and in picture. Maintain and update records keeping an accurate semester “snapshot” of classroom services. Update and maintain end-user documentation for learning spaces. Provide professional presence for students staffed in support operation. Stay in contact with support staff and be on site as necessary. Ensure proper arrangements are made when remote site cannot be staffed. Field inspection, picking up and setting up equipment, field training, field communication with evening users. Provide expertise on IT services provided to the user community from the West campus. Maintain extensive knowledge on service catalog, system outages, and support desks, to be able to point user community in the right direction for IT services. Together with student staff, check consumable supply levels in classrooms (batteries, markers, solvent, chalk, cables), signage, and furniture on a recurring, regular schedule. Notify campus operations of any security or facility problems. Triage systems and diagnose service tickets to provide a higher level of onsite “level 2” reporting to Engineering teamSet-up and operate portable presentation systems, large display panels, and large group sound systems by assignment, or in lieu of fully functioning media systems. Setup and operate media presentation systems for conferences, symposia and special events as assigned. Follow industry best practices, departmental standards, and safety regulations when fulfilling user service requests. Maintain scope and workload between two campuses by providing reports/assessment of incoming requests, attending regular staff meetings, and meeting with manager regularly. Provide data/metrics/usage reports on remote support and how time is split between campuses. Report on specific events and campus experiences.Assist in the progression of student assistants through internal training programs, and IT/AV support standards. Assist in the mentoring and guiding of students assistants through internal development plans, and aide in their growth as a contributing segment of the workforce. Assess quality of customer service provided by student staff. Improve standards as necessary. Follow up on tasks as assigned by the manager or student coordinator to ensure completion and quality. Escalate to the director or student coordinator any student staff performance issues. Participate in, and support, the office’s goal of mentoring, instructing, guiding, and developing the student workforce. Ensure students maintain consistency in quality of service in other sitesOther duties or projects as assigned as appropriate to rank and department mission.
Special Notes:This is a full time appointment. FLSA Nonexempt position, eligible for the overtime provisions of the FLSA. The position requires frequently moving and setting up equipment weighing up to 50 pounds. Occasional weekend days will be required for special events.
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Job Field: Information Technology
Primary Location: US-NY-Stony Brook
Shift: Day Shift
Posting Start Date: Oct 16, 2019
Posting End Date: Nov 15, 2019, 11:59:00 PM