We are seeking a Multimedia Operations Support Supervisor who will oversee the multimedia technicians that assist clients experiencing procedural or operating difficulty with the use of classroom technology systems (A/V equipment, and collaborative technology), applications, products or services.

The Multimedia Operations Support Services Supervisor

• Provides technical support to faculty, staff and students by investigating and resolving classroom technology hardware and software problems, resolving Level 1 and Level 2 issues directly.

• Provides field information for problem management in their area of expertise.

• Investigates and resolves audio/visual and collaborative hardware and software problems, including installation, troubleshooting, maintenance and technical support functions.

• Directly supervises, trains, and mentors Multimedia support technicians and ensures that requests are addressed efficiently.

• Works with IT team peers to prioritize workload.

• Serves as liaison for BSPH faculty, staff, and students regarding multimedia classroom and conference room a/v operations, policies, and procedures.

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 a must. Position requires occasional weekend duties and overtime.

Specific Duties & Responsibilities

Duties and responsibilities include the following (other duties may be assigned)

Client Support and Consulting (75%)

• Provides A/V and collaborative technology systems support to clients, responding to telephone calls, emails and personnel requests for assistance. 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.

• Troubleshoots and maintains A/V technology such as distribution amplifiers, assisted listening systems, recorders, hardwired/wireless microphones, projectors, cameras, digital whiteboards, virtual conferencing and other related classroom technology. Diagnoses incidents/problems through discussions with clients. Simulates or recreates technical issues to resolve difficulties. Identifies, researches, documents and resolves incidents. Able to make or recommend modifications to reduce reoccurrences.

• Serves as point of contact for the Team on more complex A/V technical issues and possible problems in the enterprise. Works to resolve more complex problems with supervisory guidance. Escalates issues with classroom technology / collaborative systems environment to the Service Desk Supervisor.

• In collaboration with the Service Desk Supervisor, coordinate Team daily schedules to ensure resources are available to meet event commitments, defined service levels and provide support coverage for stated hours of operations.

• Works with Service Desk Supervisor to review tickets and workflow in the Help Desk ticketing system to ensure an accurate reflection of services rendered and appropriate billing for those services.

• Trains team members on policies and operational procedures. Coaches team members to develop strong troubleshooting processes, grow technical knowledge, improve performance and foster a strong client-focused, customer service attitude. Contributes to the annual evaluation of Team members. Works with IT Manager to coach Team members in performance improvement efforts.

• Documents work procedures, known errors, workarounds and problem solutions. Contributes to the development of client help documentation and the support team knowledgebase. Makes recommendations for new policies and procedures.

• Serves as liaison for Team with Facilities Department regarding A/V equipment installation, maintenance, performance, and other related issues.

• Uses management systems to schedule network connected A/V technology activity, monitor status and track systems performance. Executes and analyzes reports to determine required maintenance and order supplies.

• Working with the Multimedia Specialist and Team members, schedules routine maintenance and repairs.

• Prepares system metrics reports for review with IT Manager, suggesting actions for performance improvement.

• Maintains inventory of all A/V and collaborative technology equipment and tracks classroom usage. Updates and maintains equipment inventory as changes are made. Conducts hands-on inventory or system reconfiguration projects as directed. Assists with license tracking.

• Applies professional business/technical support concepts to provide support, consultation, and basic training for clients on the use of A/V and collaborative systems hardware, software and peripherals, in keeping with established departmental guidelines.

• Performs technical assessment and administrative work involved in planning, design, and installation of A/V and collaborative technologies equipment in large halls and classroom locations. Performs testing, validation and quality assurance on these installations.

• Interacts with outside vendors to address support issues, receiving product roadmap updates. Assists in the testing of new equipment and services for the enterprise. Makes recommendations for standardization and provides feedback on replacements and upgrades when necessary.

• Actively keeps current with developments in the field by reading, contacting colleagues, attending webinars and other methods.

Client Computer Support (15%)

• Diagnoses, analyzes and documents Level 1 computer hardware and standards 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 (10%)

• Serves as Team point of contact for projects, providing input on the development of project plans and the assignment of tasks to Team members. Coordinates Team efforts, ensuring that tasks are completed accurately and on time. Reports on Team progress for assigned project tasks and proposes solutions to address obstacles to completion.

• Assists with classroom audio records/edits/postings, as needed.

• Represents Multimedia concerns to the Special Events Team and provides special event support. Other projects and duties as assigned.

Additional Duties

• Daily rounds consisting of room checks and staff assignments.

• Room support with Faculty.

• Evaluation of in room gear.

• Portable set up requests.

• Event support – Live.

• Special event engagement with Scott Klein for day of operations.

• Order recommendations – through and with Toby involvement / blessing.

• Tech goal creation, mid-year and annual reviews.

• Point of contact for tech call outs, schedules / shift, vacation requests.

• Other duties as assigned.

Additional Knowledge, Skills and Abilities

• Excellent verbal and written communication skills required, especially the ability to listen and understand what is being described, with attention to detail in transcribing communications into the ticketing systems.

• Demonstrated knowledge of general A/V systems and installation techniques.

• Strong operational knowledge of all AV equipment commonly used for presentation support, including consumer and professional electronics. Includes but is not limited to,

• SMART technologies / platforms.

• Web casting technologies.

• Video and web cameras.

• Cabling

• Digital whiteboards and touch sensitive displays.

• Digital audio recorders and microphones.

• Slide projectors, data projectors and document cameras.

• Computers (Windows and Mac operating systems).

• TVs, monitors, DVD players.

• Highly knowledgeable about video conferencing systems and other related virtual conferencing software (e.g., Zoom, GoToMeeting, Teams, etc.).

• Strong troubleshooting skills and working knowledge of computer networks. Familiarity with both Windows and Apple operating systems (Windows 7 onward; Apple OS 11 and higher) preferred.

• Working knowledge of help desk ticketing system (e.g. ServiceNow , Footprints, Remedy, Zendesk) and remote assistance tools such Bomgar, Remote Desktop Connection, Apple Remote Desktop.

Physical Requirements

• Daily rounds consisting of room checks and staff assignments.

• Room support with Faculty.

• Evaluation of in room gear.

• Portable set up requests.

• Event support – Live.

• Special event engagement with Scott Klein for day of operations.

• Order recommendations – through and with Toby involvement / blessing.

• Tech goal creation, mid-year and annual reviews.

• Point of contact for tech call outs, schedules / shift, vacation requests.

• Other duties as assigned.

Minimum Qualifications

• Bachelor's Degree or equivalent experience.

• Three years of related experience, with some supervisory or lead experience preferred.

• Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

• Advanced level of technical support for audio/visual and collaborative technology (hardware and software).

• Progressive experience in leading or supervising a support team in a professional manner, in higher education.

• Two years related experience working in an educational environment preferred.

• Two years of experience with AV at live events.

Preferred Technical Qualifications & Specialized Certifications

• Certified Technology Specialist (CTS)*

• Dante Level 1 Certification*

• Microsoft Technology Associate (MTA)

• Apple ACMT or ACTC CompTIA SecurityClassified Title: Multimedia Supervisor

Job Posting Title (Working Title): Multimedia Operations Support Supervisor

Role/Level/Range: ATP/03/PC

Starting Salary Range: $53,800 - $94,400 Annually (Commensurate w/exp.)

Employee group: Full Time

Schedule: Monday to Friday: 8:30am – 5:00pm

FLSA Status: Exempt

Location: School of Public Health

Department name: ​​​​​​​BSPH IT Client Services/Multimedia

Personnel area: School of Public Health

The listed salary range represents the minimum and maximum Johns Hopkins University offers for this position, based on a good faith estimate at the time of posting. Actual compensation will vary depending on factors such as location, skills, experience, market conditions, education, and internal equity. Not all candidates will qualify for the highest salary in the range.

Johns Hopkins provides a comprehensive benefits package supporting health, career, and retirement. Learn more: https://hr.jhu.edu/benefits-worklife/.

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/2023-06/22-088EEOCKnowYourRights6.12ScreenRdr.pdf