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Requisition ID:  116288

Multimedia Technician

We are seeking a Multimedia Technician who will assists clients experiencing procedural or operating difficulty with classroom and hybrid teaching technology at the Johns Hopkins Bloomberg School of Public Health. This position provides support for A/V equipment and applications, with a focus on virtual conferencing (primarily, Zoom and Microsoft Teams) and lecture capture (Panopto) services.


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 are required. Must be able to work flexible hours, including some evenings, weekends, and overtime.


Specific Duties & Responsibilities


Classroom Technology and Hybrid Teaching Application Support (75%)

  • Provide support for hybrid teaching, lecture capture and collaborative technologies to clients, responding to telephone calls, email and in-person requests.
  • Respond to team escalated virtual conferencing/lecture capture related incidents. Identify, diagnose, and resolve issues for clients experiencing technical issues with virtual conference (Zoom and Microsoft Teams) and lecture capture (Panopto) services.
  • Provide basic training for clients on A/V equipment in conjunction with hybrid teaching and virtual conferencing application activities.
  • Serve as go-to resource for any technical or application use questions regarding virtual conference and lecture capture software.
  • Record, prioritize, and track all assigned help calls and documents work efforts in a ticketing system. Ensure timely attention to requests to meet service level agreements.
  • Diagnose technical problems through discussions with client; identify, research, and resolve incidents. Escalate issues to other teams as necessary, working collaboratively to resolve more complex problems.
  • Troubleshoot A/V equipment and connected devices in the environment, simulating or recreating technical issues to resolve operating difficulties.
  • Update internal support documentation and contribute to the development client help documentation.
  • Participate in the installation, maintenance, and storage of equipment. Conduct hands-on inventory, update and maintains A/V inventory documentation. Assess damage to or loss of equipment, reporting to supervisor as necessary. Coordinate with appropriate staff to arrange equipment warranty maintenance and repairs. Report to supervisor to arrange the timely ordering of necessary A/V consumable supplies.
  • Actively stay abreast of A/V technologies and practices in use outside of the School.


Multimedia Production Support (15%)

  • Provide production support for A/V systems (e.g., digital audio mixers, microphone, lighting, and other recording systems) for live webcasts and broadcast from onsite School spaces.
  • Assist with A/V equipment set-ups and strikes, ensuring that equipment is correctly configured and operating for events.
  • Support live event and pre-recorded productions for broadcast from a variety of locations throughout the School.
  • Assist in diagnosing and troubleshooting issues with audio, video, lighting, and software system signals.
  • Assist with system reconfiguration projects, as directed.


Client Computer Support (10%)

  • Diagnose, analyze, and document Level 1 computer hardware and standard software issues (email, web browsers, etc.)
  • Install computer monitors and peripheral devices (keyboards, mice, webcams, etc.)
  • Install software and assists with license tracking.
  • Troubleshoot basic user account issues, including password and access issues.
  • Identify, document and report network connectivity issues.
  • Assist in the installation of hardware and software deployment, as directed.


Minimum Qualifications
  • High School Diploma or graduation equivalent.
  • Four years related experience.
  • Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.


Preferred Qualifications
  • Associates Degree in related field.
  • Experience supporting Zoom and Panopto.
  • Experience working in an educational environment.
  • Experience with A/V at live events.
  • Help desk experience.
  • Excellent interpersonal skills to support work with both technical and nontechnical personnel at all levels throughout the organization.
  • Experience with virtual conferencing and/or lecture capture software (Panopto, Zoom, Microsoft Teams, GoToMeeting, Webex, etc.)
    • Experience with A/V equipment commonly used for presentation support, including consumer and professional electronics. Includes, but is not limited to: Computers (Windows and Mac coperating systems).
    •  TVs, monitors, DVD & Blu-ray players.
    •  Document cameras, slide projectors, data projectors.
    •  Video and web cameras.
    •  Cabling.
    •  Web casting technologies.
    • Video conferencing systems.
  • Computer troubleshooting skills and working knowledge of computer networks.
  • Familiarity with both Windows and Apple operating systems (Windows 7 and higher; Apple OS 11 and higher)
  • Excellent verbal and written communication skills, especially the ability to listen and understand what is being described, with attention to detail in transcribing communications into help desk ticketing systems.
  • Must possess strong interpersonal skills and a high level of customer service.
  • Must have the ability to work with faculty, staff, and students in a professional, helpful, and friendly manner.


Department may designate select certifications as required within 6 months of hire.

  • Certified Technology Specialist (CTS).
  • Microsoft Technology Associate (MTA).
  • Apple ACMT or ACTC.
  • CompTIA Security+.
  • Punctual and organized, with the ability to work calmly under pressure in busy environment.

 

 

Classified Title: Multimedia Technician 
Role/Level/Range: ATO 37.5/02/OF  
Starting Salary Range: $21.25 - $36.90 HRLY ($54,600 targeted; Commensurate with experience) 
Employee group: Full Time 
Schedule: Monday- Friday 8:30am-5:00pm 
Exempt Status: Non-Exempt 
Location: School of Public Health 
Department name: ​​​​​​​BSPH IT Client Services/Multimedia  
Personnel area: School of Public Health 

 

 

Total Rewards
The referenced base salary range represents the low and high end of Johns Hopkins University’s salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/.

Education and Experience Equivalency
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Applicants Completing Studies
Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

Background Checks
The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

Diversity and Inclusion
The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

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/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Accommodation Information
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit https://accessibility.jhu.edu/.

Vaccine Requirements
Johns Hopkins University strongly encourages, but no longer requires, at least one dose of the COVID-19 vaccine. The COVID-19 vaccine does not apply to positions located in the State of Florida. We still require all faculty, staff, and students to receive the seasonal flu vaccine. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. This change does not apply to the School of Medicine (SOM). SOM hires must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of vaccination status. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending upon campus. Your recruiter will advise accordingly.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
School of Public Health - East Baltimore Campus

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