Lab Operations and Support Consultant

Berklee College of Music•Boston, MA

1d•Onsite

About The Position

The Lab Operations and Support Consultant provides support and technical assistance to faculty and students on a variety of highly specialized audio technologies, software, equipment, and classroom systems. This role is crucial for maintaining the correct and consistent operation of lab facilities, ensuring classes, labs, rehearsals, performances, and special events run smoothly. The consultant will assist faculty with technology and classroom setup, help students with technical issues, provide Tier 1 and Tier 2 technical support, manage facility access and inventory, and create/update technical documentation. They will also conduct hardware and software testing, install new technology, and contribute to technology upgrade projects. The position supports a wide range of music technologies including DAWs, professional audio hardware, synthesizers, MIDI controllers, audio interfaces, network audio technologies (Dante, AVB), A/V systems, and DJ equipment. This role involves collaborating with and overseeing a team of Student Employees and supporting numerous technology classrooms and labs that operate extensively throughout the week.

Requirements

B.A. in Music Technology or an undergraduate degree in a similar music technology program
1-2 years of experience in a music technology technical or support role
Highly developed skills in central curriculum concepts, including DAW configuration and operation, composition, MIDI and audio recording, editing and mixing, signal flow, and microphone techniques
Understanding of sound design and synthesis, including modular and hardware synthesizers
Ability to troubleshoot modern A/V systems, including projectors, TV displays, HDMI switches, network audio (Dante and AVB), and Multi-channel Surround Sound systems.
Proficiency with audio software technologies such as, but not limited to, Pro Tools, Logic Pro, Ableton Live, Cubase, Dorico
Experience using and troubleshooting audio plug-ins such as, but not limited to, Universal Audio, McDSP, as well as various Virtual Instruments and Sample/Sound Libraries such as Native Instruments (Kontakt), Vienna Symphonic Libraries, Orchestral Tools, Spitfire
Proficiency with Mac and Windows operating systems and software testing, including writing test plans and documenting results.
Basic studio audio knowledge: microphone use, routing, monitoring setup, recording, and file management
Ability to function well under pressure and maintain stellar customer service.
Strong organizational skills and the ability to prioritize assignments, meet deadlines, and work on multiple projects simultaneously with great efficiency and attention to detail.
Excellent written and verbal communication skills
Exceptional leadership and motivational skills.
Promotes courtesy, sensitivity and respect
Fosters an inclusive workplace, advance engagement and team building
Proficiency with Google Workspace, Microsoft Office, and FileMaker Pro.
Robust knowledge of web browsers, caching issues, multimedia plug-ins, and conferencing software.

Nice To Haves

Experience working at a higher education institution or within online education is preferred
Familiarity with video creation and editing, and/or screen capture software such as iMovie, Final Cut Pro X, Premiere Pro, or ScreenFlow.
Familiarity with advanced curricular software such as Max/MSP/Jitter, Csound, Adobe Creative Suite preferred.
Familiarity with DJ equipment (mixers, turntables, CDJs) preferred.
Experience with Workday, Colleague, and Informer preferred.
Familiarity with professional audio hardware, DJ equipment, and network audio technologies is highly desirable.

Responsibilities

Provides in person, on-call, and remote support for a variety of technologies, systems and services; specialized music technology equipment (synthesizers, MIDI controllers, audio interfaces), network audio systems, computer systems, music technology software, audio and video components, sound and projection systems, screens and displays/monitors, video and web cameras, and amplifiers.
Provides support, technical assistance, and troubleshooting for classes, student lab time, and special events in the technology labs and technology classrooms for faculty during class time and students during student lab time.
Provides proactive monitoring and testing of systems and equipment.
Troubleshoots unresolved technical issues and identifies and escalates recurring issues.
Collaborates with Distributed Systems and Technical Maintenance teams to document and follow up as needed.
Advises on areas for improved service offerings.
Conducts semesterly software and hardware testing: executes test plans, documents results, updates and trains in revised technical support techniques for new installations.
Participates in project teams for implementation of various technology related projects such as room upgrades, new technology roll outs, etc.
Provides support for events occurring in the technology facilities, including setup, operation, troubleshooting, and breakdown of equipment.
Keeps detailed records and submits reports of facility and equipment use, technical issues, and policy infractions using FileMaker Pro databases and web-based administrative software.
Maintains continuity and flow of the lab operations by ensuring that all proper protocols and rules pertaining to lab use are adhered to.
Supervises Student Employees during scheduled shifts and trains new Student Employees on policies, day-to-day procedures, and troubleshooting methods.
Coordinates with Equipment Specialists to administer access to student/faculty check-out equipment.
Supports and maintains various equipment in approximately 15 Tutor / Student / Teacher conference rooms.
Reports non-standard practices to the Manager.
Other duties as assigned.