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/

• 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.

• 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 

About Johns Hopkins University

Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.

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