What are the responsibilities and job description for the The Johns Hopkins University is hiring: Multimedia Technician in Baltimore position at The Johns Hopkins University?
We are seeking a Multimedia Technician who will assist clients experiencing procedural or operating difficulty with classroom and hybrid teaching technology at the Johns Hopkins Bloomberg School of Public Health. This position provides support for A / V equipment and applications, with a focus on virtual conferencing (primarily, Zoom and Microsoft Teams) and lecture capture (Panopto) services.
The successful candidate will be a motivated, proactive, client-oriented team player. The candidate will be organized and provide an excellent customer service experience for clients. Attention to detail, customer service focus, and positive work ethic are required. Must be able to work flexible hours, including some evenings, weekends, and overtime.
Specific Duties & Responsibilities
Classroom Technology and Hybrid Teaching Application Support (75%)
- Provide support for hybrid teaching, lecture capture, and collaborative technologies to clients, responding to telephone calls, email, and in-person requests.
- Respond to team escalated virtual conferencing / lecture capture related incidents. Identify, diagnose, and resolve issues for clients experiencing technical issues with virtual conference (Zoom and Microsoft Teams) and lecture capture (Panopto) services.
- Provide basic training for clients on A / V equipment in conjunction with hybrid teaching and virtual conferencing application activities.
- Serve as go-to resource for any technical or application use questions regarding virtual conference and lecture capture software.
- Record, prioritize, and track all assigned help calls and document work efforts in a ticketing system. Ensure timely attention to requests to meet service level agreements.
- Diagnose technical problems through discussions with clients; identify, research, and resolve incidents. Escalate issues to other teams as necessary, working collaboratively to resolve more complex problems.
- Troubleshoot A / V equipment and connected devices in the environment, simulating or recreating technical issues to resolve operating difficulties.
- Update internal support documentation and contribute to the development of client help documentation.
- Participate in the installation, maintenance, and storage of equipment. Conduct hands-on inventory, update and maintain A / V inventory documentation. Assess damage to or loss of equipment, reporting to supervisor as necessary. Coordinate with appropriate staff to arrange equipment warranty maintenance and repairs. Report to supervisor to arrange the timely ordering of necessary A / V consumable supplies.
- Actively stay abreast of A / V technologies and practices in use outside of the School.
Multimedia Production Support (15%)
Client Computer Support (10%)
Minimum Qualifications
Preferred Qualifications
Department may designate select certifications as required within 6 months of hire.
Classified Title : Multimedia Technician
Role / Level / Range : ATO 37.5 / 02 / OF
Starting Salary Range : $21.25 - $36.90 HRLY ($54,600 targeted; Commensurate with experience)
Employee group : Full Time
Schedule : Monday- Friday 8 : 30am-5 : 00pm
Exempt Status : Non-Exempt
Location : School of Public Health
Department name : BSPH IT Client Services / Multimedia
Personnel area : School of Public Health
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Salary : $54,600
