Media Systems Specialist, Operations

Santa Clara University•Santa Clara, CA

6d•Hybrid

About The Position

The Media Systems Specialist: Operations serves as the coordination point for faculty, staff, and student support, providing expertise and leadership in service of using technology to enhance teaching and learning and support campus events. This role improves service and productivity by supporting new and emerging technologies, provides technical support services and timely distribution of equipment, and trains and manages student support staff. The Media Systems Specialist: Operations manages front desk operations and up to 60 student staff members, providing mentoring, training, and direct supervision of their daily tasks. They serve as an escalation point for more complex issues and requests. They will also assist with creating the daily schedule of tasks and ensure that each task is adequately staffed and effectively supported. The Media Systems Specialist: Operations interacts with students, faculty, and staff from all academic and administrative departments from across campus to analyze technology needs and research, evaluate, and recommend appropriate technology to meet those needs. They support AV/digital media equipment, the daily intake of requests, and distribution of Academic Technology equipment for classes, meetings, and events, and provide email, phone, and in-person support – all with a primary emphasis on effecting maximum customer service and a commitment to providing quality services. In this critical role, the Media Systems Specialist: Operations is responsible for establishing a positive touchpoint for our clients and maintaining productive interactions and relationships with faculty, staff, and students. They provide training, support, and troubleshooting for classroom and event spaces, instructional technology applications, Zoom web conferencing, and Panopto video recording and streaming; maintain Media Services spaces in the Learning Commons; and liaise with clients on order consultation and intake. They work closely with campus units to determine support needs, provide ad hoc troubleshooting, set end user expectations, coordinate with other service units, and schedule service and support. The Media Systems Specialist works in concert within a team of seven full-time staff, including the Media Services Manager, and five Senior Media System Specialists with varied domain expertise to successfully carry out duties, as well as with the student staff.

Requirements

Excellent customer service and interpersonal skills with the ability to work with the campus community in a tactful, patient, and courteous manner.
Demonstrated ability to successfully supervise and actively manage a large pool of part-time (i.e. student) staff in a fast-paced, dynamic working environment.
Knowledge and familiarity with: uses for, and operational/technical characteristics of media technologies and equipment, including audio visual, video, computers, VR/AR, and computer projection equipment and its use in learning spaces.
Classroom capture streaming media technologies
Internet technologies, TCP/IP tools, and Remote Desktop
Web conferencing
Multimedia and digital video production and equipment on both MAC and PC platforms
Demonstrated project management skills.
Ability to understand and present complex technical issues and solutions to both technical and non-technical audiences.
Ability to perform servicing and maintenance of A/V, video, computers and computer projection equipment.
Ability to plan, coordinate, and direct equipment maintenance, repair, and installations - either internally or with outside vendors.
Possess advanced knowledge of the Windows and Mac operating systems and demonstrate a mastery of various industry-standard applications; proven ability to troubleshoot and identify software application problems and implement solutions, and experience working in a multi-platform Mac and Windows environment.
Extensive experience and proficiency with a variety of instructional technologies, including multimedia authoring/production tools (e.g. iMovie, Garage Band) and graphic applications and design (e.g. Photoshop, Powerpoint).
Demonstrated competence in presentation and teaching, both one-on-one and in-class setting.
Fast learning with good problem solving skills.
Creative, with an enthusiasm for new technology.
Ability to work with minimal supervision, be self-motivated, and show initiative.
Ability to initiate, manage, and complete multiple projects simultaneously and meet project deadlines.
Excellent writing, editing, organizational, analytical, and facilitation skills.
Ability to work effectively and communicate with both technical and non-technical personnel as well as a diverse population of students, faculty and staff.
Ability to work in a collaborative environment, as a member of a large team, to meet deadlines and achieve shared service goals.
Ability to exercise independent judgment and engage in critical thinking and problem solving.
Ability to work effectively under pressure in a busy (often chaotic) and demanding information services environment, while maintaining a sense of humor.
Experience creating, documenting, and implementing department standards.
Responsible and dependable with good attendance and work habits.
BA/BS degree preferred, or equivalent job experience.
At least 3 years of equivalent job experience is required.
Significant experience working with and managing student staff to set expectations, ensure timely and effective support, and maintain a high level of client satisfaction.
Extensive and successful record of working with faculty in higher education or other educational environments preferred, with demonstrated ability to understand and interpret educational needs and develop effective instructional media solutions, working projects from concept through completion.

Nice To Haves

Experience with QSC, Extron, Shure, Zoom, Panopto, and Canvas.

Responsibilities

Collaborate in the planning, design, implementation, and evaluation of technology and support services to enhance teaching and learning.
Provide expertise in media-related academic technologies and media production for the design, development, and delivery of media-rich learning environments.
Develop long-term collaborative partnerships with faculty and staff, determine their multimedia and computing needs, and support their ongoing use of technology.
Develop new ways to incorporate instructional technology campus wide and leverage new technologies to provide more resources for our users through collaboration with faculty, staff, and students to assess their media needs and collaborate with colleagues in Academic Technology (e.g., Instructional Technology Resource Specialists, Technology Trainers, Web Developers, and Help Desk and Field Support Specialists), and Information Services.
Collaborate with colleagues in Academic Technology, Information Technology, and the Library to get broad feedback, enrich the decision making process, and provide and improve services both on-campus (the Santa Clara University main campus, the Jesuit School of Theology at the Santa Clara University Berkeley Campus, and the Santa Clara University Campus in East San Jose) and remotely.
Observe and analyze support issues and trends to inform room designs and functionality.
Actively participate in design and project decisions, for example design of plans to upgrade current media system installations or systems in new learning spaces.
Stay current in the field with journals, online resources, networking with colleagues, and attending conferences, etc.
Champion the use of instructional technology to enhance teaching and learning.
Manage order pipeline – from intake to billing – in support of teaching and learning.
Review daily service requests to ensure order accuracy and provide consultation and guidance to make sure that the submitted order requests meet the clients’ goals while adhering to Media Services capabilities and capacity.
Collaborate with clients to determine appropriate A/V equipment and setup for campus activities.
Instruct and demonstrate for faculty, students, and staff the proper operation and use of media equipment, along with troubleshooting tips.
Serve as an escalation point for front-line student staff and provide direct support for students, faculty, and staff online, over the phone, and in-person.
Hire, onboard, and directly manage front desk student staff and help manage a large staff of 50-60 distribution student assistants in the delivery, setup, testing, operation, and pickup of equipment and systems.
Assign daily tasks for student staff: detailing, scheduling, and prioritizing tasks.
Review work of student staff and provide performance feedback on an ongoing basis to ensure customers are getting excellent service.
Evaluate equipment failures and user errors to find and implement solutions to prevent future problems.
Evaluate and maintain a pool of portable equipment to augment classroom, conference room, and event venue installations to adequately meet customer needs.
Maintain growing loaner pools of equipment, ensuring that equipment is checked out properly and returned promptly.
Track all customer interactions (walk-up, phone, email, and online) in resource management and scheduling software, ensuring that detailed and accurate information is captured for monitoring and support.
Manage initial and ongoing training and provide direct supervision of students in the above tasks.
Collaborate with other Media Services staff to ensure timely and accurate billing of services.
Work closely with other (Senior) Media Systems Specialists to cover workload and meet project deadlines.
Provide technical support and training for faculty, staff, and students.
Collaborate with other service units to ensure proper triaging of inquiries and smooth handoffs.
Provide administrative/user support for instructional tools and applications, including Panopto lecture capture and Zoom web conferencing.
Provide multimedia hardware/software and streaming expertise and production support.
Develop and maintain instructional technology reference guides and just-in-time resources.
Plan, design and develop, and implement ongoing training for end users and student technicians to properly provide services and support to users, with an emphasis on customer service.
Assist faculty in integrating technology in the classroom (e.g., response systems, classroom capture, and mobile presentation technologies).
Implement, maintain, and manage campus-wide systems and facilities – learning spaces, meeting rooms, production facilities, and event spaces – to meet broad campus needs.
Analyze campus instructional technology/audio-visual/digital media needs and applications; review equipment use and recommend ways to improve services and better meet customer needs – maintain a cycle of continuous improvement.
Provide user support to faculty, students, and staff in the use of instructional technology, A/V, and digital media - online, installed, and portable systems.
Respond quickly to equipment/system failures and manage solutions in a timely manner – test, troubleshoot, and repair equipment and systems and escalate as needed.
Communicate with colleagues and end users on the working status of equipment.
Plan and implement systematic processes to maintain and track minimum levels of resources necessary to meet customer needs.
Meet with customers and colleagues to create scopes of work, resource requirements, and implementation timelines.
Maintain and update equipment inventory and track equipment: maintain detailed records of purchases, warranties, manuals, and repairs.
Coordinate with other Media Systems Specialists to cover workload and meet project deadlines.
Coordinate media production services to provide high quality instructional resources.
Implement and manage production resources, including classroom capture, web/video conferencing, streaming, digital video production, computer and video hardware and software, video recording and duplication, and editing services.
Provide user support to faculty, students, and staff in the use of production environments and resources.
Collaborate with other Media Systems Specialists to define technical support for projects and classes.
Ensure quality assurance through the continuous review of equipment and services and collaborate with end users to evaluate resources for the purpose of continual improvement.
Collaborate with Academic Technology and other IS staff to provide faculty support and aid in the design and production of online multimedia components.
Support poster printing and digital signage operations on campus.
Communicate effectively with end-users to ensure a clear understanding of their needs, examine alternative technology solutions, and set expectations for their final product.
Train and supervise students in the above tasks as appropriate.
Other duties as assigned.