Description

We are seeking a Multimedia Technician who will provide 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

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.

In addition to the duties described above

• Under the supervision of the IT Manager Classroom Tech, this position is responsible for providing technical and operational support for the field of multimedia (presentation, recording, distribution, digital media, and video conferencing) on the Homewood Campus.
• Being mentored by the Sr Systems Administrator, this position will be responsible for installation and/or set up, support, maintenance and operation of all classroom instructional technology equipment in the general pool rooms.
• For more information about the department please go to: https://classrooms.johnshopkins.edu/classroom-technician-position/

Minimum Qualifications

• 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.

• Must be available to work flexible hours, including some evenings, weekends, and overtime.

Preferred Qualifications

• Experience working in an educational environment.
• Advanced knowledge of audiovisual and instructional equipment, and streaming media.
• Knowledge of Crestron (NVX), Microsoft Office, Panopto Lecture capture, Zoom Video Conferencing, PC, MAC.

Classified Title: Multimedia Technician
Role/Level/Range: ATO 37.5/02/OF
Starting Salary Range: $21.25 - $36.90 HRLY (Commensurate w/exp.)
Employee group: Full Time
Schedule: Monday - Friday / 8:30 a.m. to 5 p.m.
FLSA Status: Non-Exempt
Location: Homewood Campus
Department name: KSAS IT Classroom Multimedia
Personnel area: School of Arts & Sciences

Salary Range

The referenced salary range represents the minimum and maximum salaries for this position and is based on Johns Hopkins University's good faith belief at the time of posting. Not all candidates will be eligible for the upper end of the salary range. The actual compensation offered to the selected candidate may vary and will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, internal equity, market conditions, education/training and other factors, as reasonably determined by the University.

Total Rewards
The referenced base salary range represents the low and high end of Johns Hopkins University's salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/.

Education and Experience Equivalency
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Applicants Completing Studies
Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

Background Checks
The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

Diversity and Inclusion
The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer

The Johns Hopkins University is committed to equal opportunity for its faculty, staff, and students. To that end, the university does not discriminate on the basis of sex, gender, marital status, pregnancy, race, color, ethnicity, national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status or other legally protected characteristic. The university is committed to providing qualified individuals access to all academic and employment programs, benefits and activities on the basis of demonstrated ability, performance and merit without regard to personal factors that are irrelevant to the program involved.

Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Accommodation Information
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit https://accessibility.jhu.edu/.

Vaccine Requirements
Johns Hopkins University requires all faculty, staff, and students to receive the seasonal flu vaccine. Exceptions to the flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry.

The following additional provisions may apply, depending upon campus. Your recruiter will advise accordingly.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Homewood Campus