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

IT@JH Networking, Telecom, Data Ctr is seeking a Multimedia Technician who will provide audio visual support for conference rooms managed by the AVC team with primary focus at the Johns Hopkins hospital. This position will also provide backup support for the conference rooms and event spaces at the Johns Hopkins University and Bayview Medical Center on an as needed basis.

Multimedia Technician provides support for classroom technology, audio/visual equipment, applications, products or services, and assists faculty, staff, and students experiencing procedural or operating difficulty by investigating equipment and software problems, resolving issues directly.

This role requires a motivated team player who is organized and focused on providing an excellent customer service experience for clients. Attention to detail, customer service focus and positive work ethic a must. Must be able to work flexible hours, including some evenings, weekends, and overtime.

Specific Duties & Responsibilities

Standard Audio Visual (AV) room support includes, but not limited to

• Providing primary technical troubleshooting and smart hands support for Cisco video codecs, Mersive Solstice pods, and other AV peripherals in all conference rooms managed by the AVC team at the Homewood campus.
• Providing support to the Executive Support teams at all campuses for troubleshooting all supported hardware and configurations for all spaces managed by the AVC team.
• Providing hardware installation support to the AV Engineers for new room installations at the Homewood campus. Travel as needed to the Johns Hopkins Hospital and Bayview Medical Center campuses to provide AV support on an as needed basis.
• Providing AV Equipment delivery & setup including overhead projectors, portable audio sound systems, PCs, Microphones, (handheld and lavalier), Flatscreen displays and additional peripherals as needed Providing AV Equipment recovery & cleanup including overhead projectors, portable audio sound systems, PCs, microphones (handheld and lavalier), Flatscreen Displays and other peripherals
• Troubleshooting equipment within the conference rooms and connecting peripherals to existing AV systems
• Managing the use and connectivity to online collaboration platforms (ie Zoom) to OH projectors, microphones and sound systems to room AV systems
• Providing onsite meeting support for the duration of scheduled events
• Providing onsite meeting support for meeting launch and post meeting breakdown
• Have a working knowledge of MS software (Word and PowerPoint), and Zoom for meeting setup and customer support issues Strong familiarity with computers and basic troubleshooting
• Other duties as needed in support of the AVC team and our enterprise customers

Classroom Technology & Multimedia Support

• Provides audio/visual and collaborative technologies support to clients, responding to telephone calls, emails, and personnel requests for technical support.
• Records, prioritizes, and tracks all assigned help calls and documents work efforts in a ticketing system.
• Ensures timely attention to requests to meet service SLAs in keeping with departmental processes.
• Diagnoses problems through discussions with clients.
• Simulates or recreates technical issues to resolve operating difficulties.
• Identifies, research, documents, and resolves incidents.
• Performs troubleshooting of podium A/V devices, room control systems, microphones, projectors, audio recording units, and other related equipment in classroom and special event environments.
• Assesses damage to or loss of equipment, keeping the supervisor informed of same.
• Performs A/V equipment set-ups and strikes in a timely and efficient manner, ensuring that equipment is correctly configured and operating properly for the event.
• Supports live and pre-recorded productions for special event webcasts in a variety of locations throughout the school.
• Assists clients in the best use of A/V technology to deliver presentations.
• Provides basic instruction/training for students, faculty, and staff on the use of A/V equipment and resources.
• Updates internal support documentation and contributes to the development of client help documentation.
• Participates in the installation, maintenance, and storage of equipment.
• Updates and maintains equipment inventory.
• Coordinates with the Multimedia Specialist to arrange hardware warranty repairs.
• Reports to supervisor to arrange the timely ordering of necessary A/V consumable supplies.
• Provides feedback on the replacement of equipment and upgrades, where applicable.
• Performs testing and quality assurance on presentation computer systems, A/V systems, and virtual conferencing software.
• Actively keeps abreast of A/V technologies and practices in use outside of the School of Public Health.
• Applies professional business and technical support concepts to provide support, consultation, and training for clients based on established departmental guidelines.
• Prioritizes and manages multiple tasks and deadlines with supervision.
• Properly escalates issues to other teams and works to resolve more complex problems with supervisory guidance.

Client Computer Support

• Diagnoses, analyzes, and documents Level 1 computer hardware and standard software issues (email, web browsers, etc.)
• Installs computer monitors and peripheral devices (keyboards, mice, webcams, etc.)
• Installs software and assists with license tracking.
• Troubleshoots basic user account issues, including password and access issues.
• Identifies, documents, and reports network connectivity issues.

Project Support

• Implements hardware and software deployment plans as directed by management.
• Supports classroom and lecture hall computing technologies as directed by management.
• Conducts hands-on inventory or system reconfiguration projects as directed by management.
• Other duties as assigned

• Bachelor’s Degree.
• Additional education may substitute for required experience and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

• Working knowledge of MS software (Word and PowerPoint), and Zoom for meeting setup and customer support issues.
• Strong familiarity with inner workings of computers.

• Must display excellent customer service skills in a kind, positive, helpful manner.

• Willing to work a flexible schedule and provide after hours and weekend support when necessary.

• Must be a quick learner, and ask questions when things aren't clearly understood.

• Proactive in taking control of job kindly and professionally.

Technical qualifications or specialized certifications

• Certified Technology Specialist (CTS)
• Microsoft Technology Associate (MTA)
• Apple ACMT or ACTC
• CompTIA Security+

Must have working and operational knowledge of all A/V equipment commonly used for presentation support, including consumer and professional electronics. Includes, but is not limited to

• Computers (Windows and Mac operating systems) and tablets (iPad, Microsoft Surface).
• Document imaging equipment (document cameras).
• TVs, touchscreen monitors, and DVD players.
• Digital audio recorders and mixing consoles.
• Digital whiteboards.
• Video and web cameras.
• Cabling.
• SMART technologies/platforms.
• Web casting technologies.
• Familiarity with both Windows and Apple operating systems (Windows 7 and higher; Mac OS Sierra, and IOS) preferred.
• Highly knowledgeable about video meeting software (Zoom, WebEx, GoToMeeting).
• Experience with cloud recording service Panopto preferred.
• Knowledge of A/V management systems (Dante, Crestron, Extron) preferred.

Technical Skills and Expected Level of Proficiency

• Audio Production - Awareness
• AV Equipment Proficiency - Awareness
• Client Training and Support - Awareness
• Educational Technologies - Awareness
• Help Desk Support - Awareness
• Live Streaming - Awareness
• Technical Support/Troubleshooting - Awareness
• Technology Documentation and Reporting: Awareness
• Video Post-Production - Awareness

The core technical skills listed are most essential; additional technical skills may be required based on specific division or department needs.

Classified Title: Multimedia Technician 
Role/Level/Range: ATO 37.5/02/OF  
Starting Salary Range: $21.80 - $37.80 HRLY (Commensurate w/exp.) 
Employee group: Full Time 
Schedule: Monday-Friday 8:30am-5pm 
FLSA Status: Non-Exempt 
Location: School of Medicine Campus  
Department name: IT@JH Networking, Telecom and Data Ctr  
Personnel area: University Administration