Senior Media Systems Specialis

Santa Clara University • Santa Clara, CA

2d • Hybrid

About The Position

The Senior Media Systems Specialist provides expertise and leadership to help students, faculty, and staff excel in the use of technology to enhance teaching and learning and support campus events; 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 Senior Media Systems Specialist co-manages 50-60 student staff members: providing mentoring, training, and direct supervision of their daily tasks. They also create the master schedule of the daily tasks to ensure that each task is adequately staffed and completed effectively and on-time. The Senior Media Systems Specialist owns Mac and iPad inventory and imaging for Media Services managed-devices, including those in the classrooms and meeting rooms and for distribution and checkout. The Senior Media Systems Specialist is the primary administrator for the campus Navori Digital Signage platform and oversees large-format poster printing for co-curricular activities. The Senior Media Systems Specialist interacts with students, faculty, and staff from all academic and administrative departments campus-wide to analyze technology needs and research, evaluate, and recommend appropriate technology to meet those needs. They support: AV/digital media equipment across campus; online collaboration, asset management, and video distribution platforms; the daily distribution of Academic Technology equipment for classes, meetings, and events; the campus digital signage platform and large-format poster printing; and provide training, support, and documentation for permanently installed systems and Zoom and Panopto software – all with a primary emphasis on maintaining a high level of customer service and a commitment to providing quality services.

Requirements

• 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 and webinars
• graphics and multimedia production on both MAC and PC platforms
• content hosting and management
• digital signage solutions
• multimedia and digital video production and equipment on both MAC and PC platforms
• Workday/ERP software
• task management and checkout software (e.g. WebCheckout)
• collaboration and video distribution tools (e.g. Zoom and Panopto)
• 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. Microsoft PowerPoint, Apple Keynote, and Google Slides), graphic applications and design (e.g. Adobe Photoshop, Adobe Illustrator, Canva, Adobe Acrobat), and productivity/office applications (e.g. Microsoft Word, Microsoft Excel, Google Sheets, Google Docs)
• 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
• Demonstrated project management skills
• Ability to understand and present complex technical issues and solutions; work effectively and communicate with both technical and non-technical personnel as well as a diverse population of students, faculty and staff
• Excellent writing, editing, organizational, analytical, and facilitation skills
• Demonstrated competence in presentation and teaching, both one-on-one and in class settings
• Meticulous and accurate record keeping
• Fast learner with good problem solving skills
• Ability to plan, coordinate, and direct equipment maintenance, repair, and installations - either internally or with outside vendors
• Ability to research independently through the use of online forums, maintenance manuals, and other documentation
• 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
• 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
• BA/BS degree required and 4+ years of experience or equivalent combination of education and experience.
• 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

• Preferred experience with Adobe Creative Cloud, CMYK/RGB color space and settings, Navori/digital signage players and SaaS solutions, etc.
• Experience creating, documenting, and implementing department standards
• Preferred experience with QSC, Extron, Shure, DMX Lighting, Dante Audio, Adobe Creative Cloud, Navori, Zoom, Panopto, and Canvas

Responsibilities

• Manage campus-wide distribution of equipment and A/V support to enhance instruction.
• Manage a large staff of 50-60 part-time student technicians in the delivery, setup, testing, operation, and pickup of equipment and systems.
• Review pre-scheduled and ad-hoc daily service requests and ensure prompt and effective response and support.
• Manage job postings, determine necessary headcount, lead interviews, hiring, and onboarding of new student employees.
• Schedule and prioritize tasks for part-time staff and student technicians.
• Instruct and demonstrate for faculty, students, and staff the proper operation and use of media equipment, along with troubleshooting tips.
• Evaluate equipment failures and user errors to find and implement solutions to prevent future issues.
• Evaluate and maintain a pool of portable equipment to augment classroom, conference room, and event venue installations to adequately meet customer needs.
• Manage initial and ongoing training and provide direct supervision of students in the above tasks.
• Review work of student staff and provide performance feedback on an ongoing basis to ensure customers are getting excellent service.
• Work closely with other team members to cover workload and meet project deadlines.
• Plan, develop, 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.
• Keep abreast of emerging multimedia technologies and pass new information/materials on to colleagues to ensure all team members are well-informed.
• Serve as a campus expert and provide administrative/user support for instructional tools and applications, including Panopto lecture capture and Zoom web conferencing.
• Assess content retention policies regularly and work with the team and Media Services Manager to determine any needed adjustments.
• Manage assignment of Zoom large meeting and webinar licenses to end-users.
• Develop custom workflows, methodologies, and solutions for end users with a focus on efficiency and ease of use.
• 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).
• Create documentation and user guides for A/V systems in Media Services-supported spaces.
• Develop online documentation for Zoom and Panopto and knowledge base articles for general support questions, procedures, and best practices.
• Provide office hours and consultations for faculty and staff.
• Implement, maintain, and manage campus-wide systems/installations 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.
• Evaluate status of existing systems and facilities and manage systematic testing and preventative maintenance processes to keep both permanently installed and portable equipment in excellent working order.
• Consult with faculty and staff on physical and hybrid event planning: including venue selection, equipment needs, system training, best practices, and coordination with other departments, e.g. Facilities, Event Planning Office, SCU Presents, etc.
• Provide user support to faculty, students, and staff in the use of instructional technology, A/V, and digital media - online, installed, and portable systems.
• Research and evaluate new technologies to upgrade existing systems or add new functionality and services.
• Respond quickly to equipment/system failures and manage solutions in a timely manner – test, troubleshoot, and repair equipment and systems.
• 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, colleagues and vendors to create scopes of work, resource requirements, and implementation/installation timelines.
• Serve as the JAMF resource with the MS team; proactively reformat and reimage Media Services Mac, PC, and iPad computers and devices as they are returned to the loaner/distribution pool and when they are pulled from the classrooms/meeting rooms.
• Coordinate with other MS and IS staff to update the software images.
• Coordinate with other Media Systems Specialists to cover workload and meet project deadlines.
• Train and supervise students in the above tasks as appropriate.
• Maintain and update equipment inventory and track equipment: maintain detailed records of purchases, warranties, manuals, and repairs.
• Collaborate in the planning, design, implementation, and evaluation of technology 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.
• Lead the specification of new Mac computer images for Media Services computers: coordinate with internal IT teams.
• Identify, evaluate, and test new tools, technologies, and systems to support teaching and learning with a focus on scalability, ease of use, and sustainability.
• Stay current in the field and keep abreast of emerging A/V and collaboration technologies with journals, online resources, networking with colleagues, and attending conferences, etc.
• Share new information/materials with colleagues to ensure all team members are well informed.
• Champion the use of instructional technology to enhance teaching and learning.
• Support digital graphics: manage campus-wide implementation of digital signage solution and large-format poster printing services.
• Implement best practices and design specifications to promote consistency and maintain quality of content; create templates and guides to simplify the process and reduce issues.
• Create user friendly processes for requesters to upload their content for digital signage and co-curricular poster printing.
• Fulfill large-format printing orders and process chargebacks in a timely manner to cover costs of physical materials.
• Serve as an administrator for enterprise digital signage software.
• Set up and configure digital devices for new digital signage locations.
• Provide end user training and support; troubleshoot issues and coordinate vendor support.
• Identify supply needs and proactively replace them.
• Research and suggest new hardware and software when appropriate.
• Liaise with the digital graphics vendor(s) to provide feedback, suggest features, and procure/manage licenses and players.
• Liaise with outside vendors and consultants.
• Develop and maintain good working relationships with a variety of vendors, consultants, and technical resources.
• Attend tool-focused, vendor-specific webinars and trainings and arrange for equipment demos or off-site visits for faculty and staff as appropriate.
• Coordinate and oversee equipment installations and repairs campus wide.
• Coordinate with other team members to represent unified department decisions.
• Other duties as assigned.

Benefits

• comprehensive benefits package for benefit eligible employees with programs and resources designed to promote and sustain personal health care, well-being, and the financial objectives of our employees and families.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1-10 employees