Multimedia Technology Support Specialist

Overview
The Multimedia Technology Support Specialist provides comprehensive audio‑visual support for classroom activities, departmental functions, and routine meetings and events across two campuses. This position is part of the Network, Communications, and Infrastructure group within Information Technology Services and interacts with all members of the university community via phone, email, walk‑up, and office visit support. The role focuses exclusively on A/V systems and signal distribution; it does not include support for classroom computers or general desktop IT issues.

Position Type: Professional Staff
Employment Status: Full Time
Months: 12
Campus: Portland, ME

Responsibilities
Classroom A/V Systems Support and Maintenance

Provide orientations and training for faculty and staff on classroom A/V equipment such as projectors, displays, microphones, document cameras, and A/V control panels.

Analyze, troubleshoot, and resolve issues with classroom A/V equipment and coordinate with desktop support when problems involve classroom computers or software.

Perform regular and pre‑semester health checks on A/V systems, identifying equipment updates, repairs, or replacements.

Assist with classroom A/V upgrades, including installation, configuration, and testing of new equipment, cabling, and signal distribution systems.

Ensure A/V systems comply with institutional cybersecurity policies, including device hardening, network segmentation, and identity‑based access controls.

Conference Call, Webinar, and Event A/V Support

Set up, operate, and support audio‑visual equipment for conference calls, webinars, video conferences, and special events across both campuses.

Coordinate with event organizers to determine A/V requirements and provide on‑site technical support.

Troubleshoot connectivity and audio/video quality issues during live events, minimizing disruption.

Maintain and support video conferencing platforms (Zoom, Microsoft Teams, etc.).

Documentation, Inventory, and Technology Research

Create and maintain documentation for A/V training materials, troubleshooting guides, and SOPs.

Maintain an organized inventory of backup equipment to support classroom and event A/V infrastructure.

Research new A/V technologies, products, and industry best practices; make recommendations for equipment upgrades.

Assist in lifecycle planning, budgeting, and replacement strategies for A/V equipment.

Network and Infrastructure Coordination

Coordinate with the Network, Communications, and Infrastructure team on A/V network requirements, VLAN configurations, bandwidth needs, and port activations.

Support the installation, termination, and testing of A/V cabling infrastructure (HDMI, HDBaseT, Cat6, fiber).

Participate in infrastructure planning for new construction and renovation projects, providing A/V requirements and specifications.

Ensure A/V systems conform to campus network security policies and infrastructure change management processes.

Customer Service and Campus Collaboration

Provide prompt, courteous, and professional technical support via phone, email, walk‑up, and office visits.

Collaborate with ITS staff across both campuses to ensure consistent A/V service delivery.

Communicate effectively with non‑technical users, translating complex issues into clear language.

Escalate complex technical issues to senior IT staff or vendors and follow up for timely resolution.

Manage and track all A/V incidents and service requests through the institutional ticketing system.

Meet defined service levels for classroom readiness and event support.

Perform other duties as assigned.

Qualifications

Bachelor's degree preferred, or a combination of four years of experience and education supporting A/V and media technology.

Basic understanding of network fundamentals (IP addressing, DHCP, VLANs, wired/wireless connectivity).

Basic understanding of A/V signal flow, cabling standards (HDMI, HDBaseT, Cat6, fiber), and signal distribution concepts.

Outstanding customer service skills and a patient, professional demeanor.

Excellent troubleshooting skills for diagnosing and resolving A/V hardware, signal, and connectivity issues.

Excellent written and verbal communication skills.

Hands‑on experience with projectors, displays, A/V control systems, audio equipment, video conferencing systems, cabling infrastructure, and signal distribution equipment.

Ability to work independently and as part of a team in a fast‑paced, service‑oriented environment.

Strong organizational skills, managing multiple priorities and detailed records.

Preferred Qualifications

Extron A/V Associate certification.

CTS (Certified Technology Specialist) certification from AVIXA.

Experience supporting A/V systems in a higher education or similarly complex institutional environment.

Familiarity with Crestron, Extron, or similar A/V control system platforms.

Experience with digital signage systems and content management for display networks.

Knowledge of audio system design principles (microphone types, speaker placement, acoustic considerations).

Experience with streaming technologies and lecture capture systems.

Experience with A/V‑over‑IP systems (Dante, AES67, or NDI) and networked audio/video distribution.

CompTIA Network+ certification or equivalent networking knowledge.

Benefits

Multiple health and dental plan options, plus vision coverage.

Up to 8% retirement plan match.

Generous leave time, including vacation, sick, and personal time, and 12+ holidays per year.

Educational benefits:

UNE tuition waiver for employees, spouses, and domestic partners

EEO Statement
Consistent with federal and state law and University policy, the University of New England is committed to the fundamental concept of equal opportunity for all of the members of the University community. The University prohibits, and will not tolerate, discrimination in employment, the provision of academic services or in any other area of University life based on race, color, sex, physical or mental disability, religion, age, ancestry, national origin, sexual orientation, gender identity and/or expression, ethnicity, genetic information, HIV status, or status as a veteran. Prohibited bias factors should not motivate decisions regarding students, employees, applicants for admission, applicants for employment, contractors, volunteers or participants in and/or users of institutional programs, services, and activities.

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