AV Services Campus Coordinator - Technology Services
Company: Tufts University
Location: Medford
Posted on: March 11, 2023
Job Description:
Overview
Tufts Technology Services (TTS) is a university-wide service
organization committed to delivering technology solutions in
support of Tufts' mission of teaching, learning, research,
innovation, and sustainability. With staff across all of Tufts'
campuses, as well as a 24x7 IT Service Desk, we collaborate with
schools and divisions to meet the demands of a global, mobile
community. We promote a collaborative, flexible work environment,
embrace diversity and inclusion, and encourage personal and
professional development. Learn more about TTS on our website.
What You'll Do
The AV Services Campus Coordinator is responsible for the efficient
and effective deployment of AV resources for the assigned Tufts
campus(es). The position serves as the primary point of contact for
service incidents, requests, and customer consulting.
Responsibilities include:
- Work closely with the AV Operations Manager to fulfill
day-to-day priorities with the team of AV technicians
- Ensure resources are made available to deliver a high level of
customer satisfaction, pertaining to the timeliness and quality of
AV services provided
- Serve as a dispatcher for incoming service requests /
incidents; provide Tier 1 and 2 support response
- Coordinate the use of personnel and equipment resources for
preventative maintenance and new installations; provide
professional expertise and consultation
- Participate in periodic on-campus and remote project work to
implement upgrades to spaces; deploy new and enhanced multimedia
services to the Tufts community
- Manage and coordinate other administrative aspects of the AV
Services unit
- Apply knowledge and ensure compliance with University and
industry standards for security, privacy, and accessibility
What We're Looking For
Basic Requirements:
- Knowledge and experience typically acquired through a High
School diploma and 2+ years of experience in the direct delivery of
IT and AV/multimedia support services
- Experience in live Audio Visual events such as Hotel and
Conference Center helpful
- Certified as an AVIXA-Recognized AV Technologist Certificate or
ability to obtain certification within three month probationary
period
- Experience with Zoom and MS Teams
- Experience managing incidents and service requests via on-line
tracking system, using ServiceNow
- Experience maintaining and supporting fixed-installation AV
systems
- Experience delivering Tier 1-2 desktop support to end-users in
a mixed Windows and Mac environment
- Strong technical troubleshooting and resolution skills
- Strong research and analytical skills for more complex
issues/problems
- Proven ability to perform well under stress when confronted
with critical or unusual customer situations, with demonstrated use
of judgment as to when to escalate difficult situations or seek
guidancePreferred Qualifications:
- Associates/Bachelor's degree
- CTS certification
- Basic working knowledge of desktop security/networking and
standards
- Working knowledge of local area networks and network
administration
- Experience with Service Now, Extron Global Viewer Enterprise,
EMS
- Experience with video/audio recording, capture and editing, web
streaming and video recording technologies and support
- Experience performing minor repairs on media presentation and
production equipment
- Experience with Extron and Crestron systemsSpecial Work
Schedule Requirements:
- This position requires the ability to travel between Tufts four
campuses
- May be required to work additional hours when under periods of
high call volume or confronted with urgent, critical, or unusual
situations that require additional time to troubleshoot and
resolve
- The ability to share in a 24x7x365 on-call rotation; provide
support outside of normal business hours, as needed, while on-call
and for occasional planned maintenance events
- This job involves tasks performed in an on-campus working
environment
Pay Range
Minimum $31.15, Midpoint $37.38, Maximum $43.60
Salary is based on related experience, expertise, and internal
equity; generally, new hires can expect pay between the minimum and
midpoint of the range.
Keywords: Tufts University, Medford , AV Services Campus Coordinator - Technology Services, IT / Software / Systems , Medford, Massachusetts
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