Lead Event Technician, Mountain AV

Pepperdine University•Malibu, CA

5d•Onsite

About The Position

The Lead Event Technician works under the direction of the Mountain AV Manager or Team Leader to provide advanced technical maintenance, support, and training to faculty, staff, and students at the Mountain Waves Arena for event activity. This role maintains primary operational oversight of a specialized technical domain and, in partnership with AV Technologies, provides additional support at the Mountain and other AV-enabled spaces.

Requirements

A bachelor's degree with some courses in technology, business, education, graphic design, or information design.
Three (3) or more years of experience supporting a variety of high-profile live events.
One (1) or more years of experience working flexible hours including nights and weekends.
Excellent working knowledge of standard audiovisual hardware and software products.
Excellent working knowledge of arena-specific audiovisual hardware and software products.
Excellent working knowledge of problem solving/troubleshooting skills.
Strong working knowledge of computers and applications in a networked environment.
Excellent written and verbal communication skills.
Familiarity with Extron-manufactured products and associated troubleshooting and maintenance.

Nice To Haves

Four (4) or more years of experience in a field of or related to information technology, audiovisual technology, event support, broadcasting support, concert support, or business.
Two (2) or more years of experience working on a high-performing team balancing flexible hours including nights and weekends.
Advanced technical skills in Information Technology and audiovisual hardware.
Excellent organizational and interpersonal skills needed to work effectively with a wide variety of internal and external resources.
Excellent decision-making skills and ability to work under pressure.
Experience in following emerging trends in technology.
Expertise in the use of major project management and collaboration software, including MS Project, Asana, MS Office, email, calendaring, and emerging collaboration tools (wikis, Google Apps, web conferencing, etc.).

Responsibilities

Providing high-quality support on arena technology hardware, software products, and audio-visual equipment.
Configuring and operating audio-visual, broadcasting, and live event-related equipment.
Troubleshooting problems using scripts and checklists as guides, escalating issues when necessary.
Working with basic infrastructure products.
Leading the research of trouble issues with guidance from others.
Documenting problem statuses and resolutions in the tracking log and alerting team members about recurring problems.
Providing on-the-spot training to clients.
Leading integration testing.
Leading support for events that may occur during normal business hours, after hours, and/or weekends.
Documenting solutions to common problems and responses to frequently asked questions.
Being aware of service level agreement targets, taking steps to meet or exceed requirements and explaining service procedures to clients.
Providing input during project planning and requirements phases.
Representing Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders.
Developing and maintaining strong partnerships with campus personnel and departments, as well as with external vendors and service providers, to assure current and future operational success.
Building relationships with individual clients, including faculty, staff, students, and executives.
Identifying client service improvements and sharing success stories with clients and team members.
Maintaining team operations handbook, training manuals, and guides.
Consistently and reliably creating service tickets for each service provided, monitoring and tracking assigned tickets, documenting resolutions and troubleshooting notes, and providing and documenting timely and detailed communication with stakeholders.
Identifying and leading process improvements based on review of support tickets, feedback from peers and constituents, and reflection of completed tasks and duties.
Recommending and implementing the feasibility and implementation of process, procedure, service, and/or system improvements.
Reviewing and submitting regular, timely, and complete paperwork and processes, such as status reports, bi-weekly or monthly timesheets, assessments for mid-year and annual reviews, and other routine IT and University practices.
Coordinating the scheduling of technology resources and resolving conflicts arising from demand exceeding available resources.
Maintaining supplies.
Keeping personal, team, and shared workspaces clean and organized.
Providing backup support and assistance to other team members.
Collaborating with co-workers and University colleagues on departmental, division-wide, and institutional projects.
Sharing process information and making informal recommendations on how to improve processes and overall job execution within the team/department.
Attending training sessions, vendor presentations, user group meetings, conferences, and seminars.
Engaging regularly in individual professional development-related activities to remain current with industry technology trends and work processes.
Volunteering to undertake tasks that stretch the employee's capabilities.
Serving on various committees within the Information Technology division.
Participating in external University committees.
Performing other duties as assigned.
Understanding and supporting the Christian mission of the University.
Upholding the University mission through team, location, atmosphere, and work performed.