Campus Pride Jobs

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $72,000 - $82,000

Position Summary

Reporting to the Director of Academic Technologies, the incumbent's primary responsibility is coordinating the multimedia teaching, learning and event needs of the Business School, and the support, maintenance, installation and documentation of the Business School's audio/visual systems.

The position, both independently and as part of the Academic Technology team, works with clients on a wide-ranging one-on-one basis, providing concierge access to the range of services ITG provides. All efforts of the team are coordinated by the team's lead. The team also assists in supporting the School's other clients when necessary. This position works with high level constitutes and is expected to act as a role model for the support organization both technically and professionally. The incumbent must have time management skills and a strong sense of personal responsibility for the needs of their clients. Columbia Business School is a leader in its field, and the incumbent must be able to accommodate a corresponding level of expectations and outcomes. This includes IP-based digital media equipment, computing, lecture capture and video conferencing/streaming technologies. The incumbent performs regular monitoring and maintenance of all systems, executing advanced problem solving and preventative maintenance tasks as needed. The position must manage and maintain relationships with a variety of outside vendors and manufacturers.

Responsible for end user support for assigned services. Provides day-to-day 1st and/or 2nd level support, both in person and remote. Provides world class service & support, includes VIP support. S/he has responsibilities for advanced support. This individual works under minimal direction, often without supervision.

Responsibilities

• Responds to our clients' in-person, email, and telephone requests for assistance on a wide-ranging one-on-one basis, providing concierge access to the range of services ITG provides. Retains ownership of all received requests to ensure follow through, from initiation to resolution. Follows up and interact with all clients to their satisfaction.
• Provides in-class on demand assistance with AV, computing and network systems in support of the Business School's academic curriculum and events. Ensures that all classroom and conference technology within the Business School is in working condition at all times, advanced problem solving, modifications, and preventive maintenance when necessary. Partners with client support teams on proactive documentation and just-in-time help resources to streamline client adoption of the School's new facilities.
• Immediately responds to, troubleshoots and resolves issues reported in classrooms in coordination with Multimedia Operations team. Consults with colleagues and vendors as needed while retaining ownership of issues as appropriate from initiation to resolution. Using ITIL-based software, tracks all issues and client requests. Troubleshoot, research and document problems and their resolutions.
• Communication with faculty, staff and students through a variety of mediums, most especially the MMG email, ensuring client service, satisfaction, and issue resolution. Performs simple and straightforward repetitive implementations and upgrades. Performs break/fix work and software/hardware customizations. Installs moderate/complex software/hardware infrastructure. Manages all first level end user support of assigned services.
• Scheduling recordings (audio and video) done within the School, with automatic systems and with freelance videographers.
• Consults with our clients on their computing needs and purchasing decisions. Works with the Director in the development and teaching of workshops on commonly used applications. Keeps abreast of current trends in IT and AV.
• Sets up sound and video applications for conferences, meetings, and classroom events as needed. Works closely with colleagues on process improvements and day to day management of user issues. Participates constructively in a team environment and provides guidance to other team members.
• Performs regular equipment checks, ensuring all classroom and conference technology within the Business School is in working condition. Responsible for creating system specifications and advanced system designs of all types of audio/visual equipment purchased by the School. Responsible for establishing and maintaining next-generation monitoring and automation technologies and processes for the School's new, state-of-the-art facilities
• Provides user support (training and documentation) to faculty, administrators, and students in the use of the School's multimedia services. Works with the Director to write documentation and FAQs to assist clients in their computing tasks. Participates in the maintenance of a knowledge base of problems and solutions, and the web pages where it is presented. The knowledge base is a key reference in the resolution of future problems.
• Performs related duties as assigned.

Minimum Qualifications

• Bachelor's degree and/or its equivalent experience required. 3-5 years related experience required.
• Excellent written and verbal communication skills are required with the ability to explain technical issues to non-technical users, as is the ability to manage and organize a high level of information and detail.
• Strong customer service skills are required as is the ability to work with a wide variety of high-level constituents including faculty, students and staff.
• Must be detail-oriented, self-motivated, have the ability to self-train, and require minimal direction while exercising good judgment.
• The ability to manage multiple, parallel activities, work under pressure and organize time and resources is a must.
• Knowledge of key audio/video systems, system maintenance processes, and troubleshooting techniques.
• Demonstrates excellence in a variety of competencies including teamwork/ collaboration, analytical thinking, communication, creative problem solving, and influencing skills. A/V equipment, including Crestron, Extron, lecture capture , video conferencing software and hardware, audio DSP, and related systems, video capture hardware, and video editing software.
• Systems architecture and design.
• Work week is Monday-Friday 10:00am-6:00pm, plus occasional weekend work with compensating days off during Monday-Friday. Shifts and work days may fluctuate as academic demands require.

Preferred Qualifications

• Infocomm's Certified Technology Specialist (CTS) and ITIL v4 Foundation certifications strongly preferred.
• Experience in a higher education or other academic setting is highly desirable.
• Networking experience is a plus, as is technician level familiarity with Windows and/or Apple operating systems.
• Crestron Digital Media certifications are a strong plus, as is experience with audio DSP, Crestron programming and NVX technology.