Multimedia Technician (IT@JH Networking, Telecom and Data Ctr)

Johns Hopkins University•Baltimore, MD

2d•$22 - $38•Onsite

About The Position

IT@JH Networking, Telecom, Data Ctr is seeking a Multimedia Technician to provide audiovisual support for conference rooms managed by the AVC team, with a primary focus at Johns Hopkins Hospital. The position also provides backup support for conference rooms and event spaces at Johns Hopkins University and Bayview Medical Center as needed. The technician supports classroom technology, audiovisual equipment, applications, products, and services, helping faculty, staff, students, and other clients resolve equipment and software problems. The role calls for an organized, motivated team player with strong customer service, attention to detail, and a positive work ethic. Flexible hours, including some evenings, weekends, and overtime, may be required. The technician provides technical troubleshooting and smart-hands support for conference-room AV systems, assists with new room installations, delivers and sets up equipment, supports meetings and events, and manages AV equipment recovery and cleanup. Classroom and multimedia duties include responding to support requests, documenting and tracking tickets, troubleshooting classroom and event equipment, supporting live and recorded webcasts, training clients, maintaining documentation and inventories, coordinating warranty repairs, and performing equipment testing and quality assurance. The role also provides Level 1 computer support and assists with hardware and software deployments, classroom technology projects, and system reconfiguration. The position is based at the School of Medicine Campus and is scheduled Monday through Friday, 8:30 a.m. to 5:00 p.m. The starting salary range is $21.80–$37.80 hourly, commensurate with experience.

Requirements

Bachelor’s degree.
Additional education may substitute for required experience, and additional related experience beyond a high school diploma or equivalent may substitute for required education to the extent permitted by the JHU equivalency formula.
Working and operational knowledge of audiovisual equipment commonly used for presentation support, including consumer and professional electronics.
Ability to work a flexible schedule and provide after-hours and weekend support when necessary.
Excellent customer service skills and a kind, positive, helpful manner.
Strong familiarity with computers and basic troubleshooting.
Ability to learn quickly, ask questions when information is unclear, and take control of work proactively and professionally.
Ability to prioritize and manage multiple tasks and deadlines with supervision and to escalate complex issues appropriately.

Nice To Haves

Working knowledge of Microsoft Word and PowerPoint and Zoom for meeting setup and customer support.
Familiarity with Windows and Apple operating systems, including Windows 7 and higher, Mac OS Sierra, and iOS.
Knowledge of computers running Windows and Mac operating systems and tablets such as iPad and Microsoft Surface; document cameras; TVs, touchscreen monitors, and DVD players; digital audio recorders and mixing consoles; digital whiteboards; video and web cameras; cabling; SMART technologies and platforms; and webcasting technologies.
High knowledge of video meeting software such as Zoom, WebEx, and GoToMeeting.
Experience with the Panopto cloud recording service.
Knowledge of AV management systems such as Dante, Crestron, and Extron.
Certified Technology Specialist (CTS), Microsoft Technology Associate (MTA), Apple ACMT or ACTC, or CompTIA Security+ certification.
Awareness-level proficiency in audio production, AV equipment, client training and support, educational technologies, help desk support, live streaming, technical support and troubleshooting, technology documentation and reporting, and video post-production.

Responsibilities

Provide primary troubleshooting and smart-hands support for Cisco video codecs, Mersive Solstice pods, and other AV peripherals in AVC-managed conference rooms.
Support Executive Support teams at all campuses with troubleshooting hardware and configurations in AVC-managed spaces.
Assist AV Engineers with hardware installation for new room installations and travel to Johns Hopkins Hospital and Bayview Medical Center as needed for AV support.
Deliver, set up, recover, and clean up AV equipment, including overhead projectors, portable audio systems, PCs, microphones, flatscreen displays, and peripherals.
Troubleshoot conference-room equipment and connect peripherals to existing AV systems.
Manage use and connectivity of online collaboration platforms such as Zoom with room AV systems, projectors, microphones, and sound systems.
Provide onsite meeting support during events, including meeting launch and post-meeting breakdown.
Respond to AV and collaborative technology support requests by telephone, email, and personnel requests.
Record, prioritize, track, and document support calls in a ticketing system, meeting service SLAs and departmental processes.
Diagnose, recreate, research, document, and resolve technical incidents and operating difficulties.
Troubleshoot podium AV devices, room control systems, microphones, projectors, audio recording units, and related classroom and event equipment.
Assess equipment damage or loss and keep the supervisor informed.
Set up and strike AV equipment for events, ensuring correct configuration and operation.
Support live and pre-recorded productions for special-event webcasts at various locations.
Advise clients on using AV technology for presentations and provide basic instruction and training to students, faculty, and staff.
Update internal support documentation and contribute to client help documentation.
Participate in equipment installation, maintenance, and storage; maintain equipment inventories; coordinate warranty repairs; and report supply-ordering needs to the supervisor.
Provide feedback on equipment replacement and upgrades and perform testing and quality assurance on presentation computers, AV systems, and virtual conferencing software.
Keep abreast of AV technologies and practices and provide support, consultation, and training under departmental guidelines.
Prioritize and manage multiple tasks and deadlines, escalate issues appropriately, and work on complex problems with supervisory guidance.
Diagnose, analyze, and document Level 1 computer hardware and standard software issues, including email and web browsers.
Install computer monitors and peripheral devices such as keyboards, mice, and webcams; install software and assist with license tracking.
Troubleshoot basic user account, password, and access issues and identify, document, and report network connectivity issues.
Implement hardware and software deployment plans, support classroom and lecture-hall computing technologies, and conduct inventory or system reconfiguration projects as directed.
Perform other duties as assigned.