POSITION OBJECTIVE Under general direction perform the daily delivery, setup, pickup and operation of university owned and rented audio-visual equipment both to on- and off-campus locations with a primary focus on the Weatherhead School of Management (WSOM) - Peter B. Lewis Building & Dively Building. Provide operational, technical and pedagogical support for the divisions other operations including technology enhanced classrooms and meeting rooms, video conferencing, lecture capture, streaming media production, general video production and various information technology related tasks with a primary focus on those at the Weatherhead School of Management (WSOM) - Peter B. Lewis Building & Dively Building. Provide AV and IT support at university events. Perform more complex trouble-shooting of equipment. Assist in compliance with rules and regulations. Serve as assistant to the Senior Audio-Visual Technician; during times of his/her absence or during high work volume will perform like tasks.
Perform the daily delivery, setup and pick up of audio-visual equipment including furniture setup to a variety of locations both on and off campus for roster classes as well as university special events. Responsible for the installation and execution of the use of complex systems appropriate to meet client pedagogical requirements and expectations. Monitor audiovisual and IT systems using remote management and monitoring tools. Perform installation duties during audiovisual upgrade projects. This includes performing site surveys, equipment decommissioning, cable terminations, rack building, cable handling and mounting equipment per industry best practice and university policy. (20%)
Perform advanced-level service functions as needed to maintain full operational status of contract and classroom technology. This includes evaluation of issues escalated from remote support personnel, replacing audiovisual equipment, conducting signal flow analysis, testing cables, testing audiovisual systems, documenting system changes, repairing classroom technology hardware. Apply configuration updates and control file updates to audiovisual systems. (20%)
Insure that equipment and cabling permanently installed in classrooms, meeting rooms, auditoriums, lecture halls, ballrooms, multimedia classrooms and multimedia centers distributed across the campus has been properly installed and is in proper operating condition, (including equipment setup, installation and testing, routine and emergency maintenance). Act as a liaison with third-party audiovisual vendors in relation to warranty and technical support questions. Process return merchandise authorization (RMA) documents for equipment troubleshooting and repair. Document technical troubleshooting procedures and resolutions for support issues using the incident management tool. (10%)
Inspect all returning equipment for damage or missing items. Clean, repair or replace these items as necessary. Regularly performs equipment inventory related tasks. Perform routine inspection of audiovisual system operation for controlled and non-controlled audiovisual and advanced VTC systems. Monitor audiovisual and IT systems using remote management and monitoring tools. (9%)
Collaborate with members of the university faculty, staff, meeting planners and students to discuss and coordinate upcoming needs for conferences, meetings or other special events which will be held either on or off campus. Develop client needs analysis, includes the creation of equipment lists, room layouts, equipment interconnection diagrams and equipment placement diagrams. Provide advanced and customized training and operational support for faculty, staff and students in the use of equipment installed in classrooms, meeting rooms, auditoriums, lecture halls, ballrooms, multimedia classrooms and multimedia centers distributed across the campus. (6%)
Assist in the determination and ordering of off-campus A/V rentals in order to subsidize and/or provide audio-visual equipment for events. Study and interpret equipment interconnection diagrams and equipment placement diagrams. (6%)
Assure that the daily delivery and pick up log used for scheduling and inventory tracking is properly maintained and that all pertinent information is properly entered. (6%)
Gather data and track metrics related to service hours, performance and availability of systems, etc. Prepare reports on daily, weekly, monthly and annual basis as requested. Identify existing or potential problems by considering risk, importance, level of urgency, political impacts. Assist in the recommendation, development, modification of new policies, procedures, processes. (6%)
Perform installation duties during audiovisual upgrade projects. This includes installing and decommissioning equipment and components. (5%)
Supervise the training and performance of lower level technicians and students. (5%)
Participate in evaluating vendor product packages and in conducting systems tests. (4%)
Serve as A/V subject matter expert. (2%)
Perform other duties as assigned. (1%)
CONTACTS Department: Regular contact with [U]Tech staff regarding daily operations, assignments, operational issues. Daily contact with supervisor regarding project status, daily operations, operational and audio-visual services issues, advise supervisor(s) of existing problems or situations which affect (or could affect) the daily operations of the MediaVision team. Daily contact with other IT staff regarding project assignments, providing and obtaining technical assistance, service coordination. Occasional contact with the director of [U]Tech regarding audio-visual services assignments. Infrequent contact with the Chief Information Officer for [U]Tech and AVP Client Experience regarding special audio-visual services assignments.
University: Frequent contact with university administration, faculty, and staff to discuss and coordinate upcoming needs for audio-visual services.
External: Contact with off-campus organizations that wish to use MediaVision equipment or facilities while on the university campus. Contact with technical contacts, clients and service providers to coordinate satellite downlinks, videoconferences and other distance learning events. Contact with external contractors providing supplemental or outsourced services. Contact with external clients on matters regarding audio visual services department projects. Contact with peer professional organizations that support information technology and communications.
Students: Regular contact with student employees to provide supervision. Occasional contact with students and student groups in the delivery of services that support various student activities or special events.
SUPERVISORY RESPONSIBILITY May provide field supervision of fulltime, part-time, temporary help, and contractors. May supervise student employees.
QUALIFICATIONS Education/Experience/Licensing: High School and 5-8 years of experience OR Associate's degree or Technical School degree in IT or media-related technology and 3 years of experience. Valid Ohio driver's license required with a good driving record. INFOCOMM certification preferred (e.g. CTS, CTS-D, CTS-I)
Demonstrated proficiency in audio mixing, advanced knowledge of Power Point, One Note and other media-centric computer programs.
Strong working knowledge of media communications theory, including video, audio and projection standards, practices, protocols and procedures.
Strong working knowledge of installing and operating audio, video, projection and data projection equipment. Operate and troubleshoot multiple IT platforms (including mobile) and operating systems.
Ability to calmly and confidently provide instruction and training to a wide variety of clients.
Ability to interpret custom room drawings used for setup of audio and video equipment. Ability to interface portable computer systems with modern audio-visual equipment.
Ability to analyze client needs and formulate appropriate solutions using both internal and vendor supplied services.
Ability to interact with colleagues, supervisors, and customers face to face.
Ability to meet consistent attendance.
Excellent communication skills. Communicating effectively in writing as appropriate for the needs of the audience. Talking to others to convey information effectively. Ability to actively listen and be responsive to verbal and non-verbal clues.
Ability to develop networks and use them to strengthen internal and external support. Ability to identify opportunities and take action to build strategic relationships between University Technology and other university areas, teams, departments, etc., to help achieve business goals.
Ability to respond to difficult, stressful or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood.
Ability to look at situations from multiple perspectives, break problems into component parts, and look for underlying causes and think through the consequences of different courses of action.
Ability to optimize the use of time and resources to achieve the desired results; effectively plan and organize work to minimize crises; prioritize appropriately.
Ability to identify various types of problems, as well as opportunities for increased efficiencyand improvement, along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, and provision of solutions.
Ability to develop in-depth understanding of client needs in order to be more helpful. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience.
Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Embraces diversity.
Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize to ensure that deadlines are met.
WORKING CONDITIONS Higher than normal working pressure due to tight deadlines and interaction with all levels of administration, faculty, staff, parents, students, and contractors. There are periods of high stress situations such as meeting project deadlines, the audio-visual services of special events and at the beginning of and end of the academic year. The employee may be required to attend University events, meetings/functions outside normal working hours including weekends. Overtime may be required. The employee will be required to carry a cell phone during and after normal work hours.
As a function of their normal job responsibilities, personnel are required to operate service vehicles.
The employee will be required to perform a high degree of physical ability and agility. Job tasks involve carrying tools and equipment while climbing ladders, maneuvering through tunnels, attics, catwalks and other physically hard to reach locations. Due to the nature of the position, employees are exposed to any number of physical injuries, which can result from lifting heavy equipment, working on ladders and in high places, working with power tools, working with high power electrical equipment, etc. Standing through the completion of a special event operator jobs is often required. The employee may be exposed to animals, bloodborne pathogens, chemicals, and radioactive materials. The employee will need to be able to lift up to 49 lbs., balance, bend/stoop. This position requires driving university and/or personal vehicle.
The employee will be active in all areas of the campus regardless of time of day or weather conditions. This position has access to all university buildings, 24 hours a day, 7 days a week, including restricted areas such as the service desk, the university computing center, all electrical and telco rooms, and all SER rooms.
In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.
Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Inclusion, Diversity and Equal Opportunity at 216-368-8877 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for an applicant will be made on a case-by- case basis.
NOTE/HOW TO APPLY
CWRU offers a flexible benefits package including tuition waiver for employees and dependents; Respond in confidence, including salary history: jobs.case.edu, human resources job code #7912.
Case Western Reserve University is among the nation's leading research institutions. Founded in 1826 and shaped by the unique merger of the Case Institute of Technology and Western Reserve University, Case is distinguished by its strengths in education, research, service, and experiential learning. Located in Cleveland, Ohio, Case Western Reserve offers nationally recognized programs in the Arts and Sciences, Dentistry, Engineering, Law, Management, Medicine, Nursing and Social Sciences.