Media Systems Specialist, Operations

Media Systems Specialist, Operations

The Media Systems Specialist: Operations serves as the coordination point for faculty, staff, and student support: providing expertise and leadership in service of using technology to enhance teaching and learning and support campus events; improves service and productivity by supporting new and emerging technologies; provides technical support services and timely distribution of equipment; and trains and manages student support staff.
The Media Systems Specialist: Operations manages front desk operations and up to 60 student staff members, providing mentoring, training, and direct supervision of their daily tasks. They serve as an escalation point for more complex issues and requests. They will also assist with creating the daily schedule of tasks and ensure that each task is adequately staffed and effectively supported.
The Media Systems Specialist: Operations interacts with students, faculty, and staff from all academic and administrative departments from across campus to analyze technology needs and research, evaluate, and recommend appropriate technology to meet those needs. They support AV/digital media equipment, the daily intake of requests, and distribution of Academic Technology equipment for classes, meetings, and events, and provide email, phone, and in-person support – all with a primary emphasis on effecting maximum customer service and a commitment to providing quality services.
In this critical role, the Media Systems Specialist: Operations is responsible for establishing a positive touchpoint for our clients and maintaining productive interactions and relationships with faculty, staff, and students. They provide training, support, and troubleshooting for classroom and event spaces, instructional technology applications, Zoom web conferencing, and Panopto video recording and streaming; maintain Media Services spaces in the Learning Commons; and liaise with clients on order consultation and intake. They work closely with campus units to determine support needs, provide ad hoc troubleshooting, set end user expectations, coordinate with other service units, and schedule service and support.
The Media Systems Specialist works in concert within a team of seven full-time staff, including the Media Services Manager, and five Senior Media System Specialists with varied domain expertise to successfully carry out duties, as well as with the student staff.
Essential duties and responsibilities include:
Collaborate in the planning, design, implementation, and evaluation of technology and support services to enhance teaching and learning.
Manage order pipeline – from intake to billing – in support of teaching and learning.
Provide technical support and training for faculty, staff, and students.
Implement, maintain, and manage campus-wide systems and facilities – learning spaces, meeting rooms, production facilities, and event spaces – to meet broad campus needs.
Coordinate media production services to provide high quality instructional resources.
Other duties as assigned.
Qualifications include:
Excellent customer service and interpersonal skills with the ability to work with the campus community in a tactful, patient, and courteous manner.
Demonstrated ability to successfully supervise and actively manage a large pool of part-time (i.e. student) staff in a fast-paced, dynamic working environment.
Knowledge and familiarity with uses for, and operational/technical characteristics of media technologies and equipment, including audio visual, video, computers, VR/AR, and computer projection equipment and its use in learning spaces.
Demonstrated project management skills.
Ability to understand and present complex technical issues and solutions to both technical and non-technical audiences.
Ability to perform servicing and maintenance of A/V, video, computers and computer projection equipment.
Possess advanced knowledge of the Windows and Mac operating systems and demonstrate a mastery of various industry-standard applications; proven ability to troubleshoot and identify software application problems and implement solutions, and experience working in a multi-platform Mac and Windows environment.
Extensive experience and proficiency with a variety of instructional technologies, including multimedia authoring/production tools (e.g. iMovie, Garage Band) and graphic applications and design (e.g. Photoshop, Powerpoint).
Demonstrated competence in presentation and teaching, both one-on-one and in-class setting.
Fast learning with good problem solving skills.
Creative, with an enthusiasm for new technology.
Ability to work with minimal supervision, be self-motivated, and show initiative.
Ability to initiate, manage, and complete multiple projects simultaneously and meet project deadlines.
Excellent writing, editing, organizational, analytical, and facilitation skills.
Ability to work effectively and communicate with both technical and non-technical personnel as well as a diverse population of students, faculty and staff.
Ability to work in a collaborative environment, as a member of a large team, to meet deadlines and achieve shared service goals.
Ability to exercise independent judgment and engage in critical thinking and problem solving.
Ability to work effectively under pressure in a busy (often chaotic) and demanding information services environment, while maintaining a sense of humor.
Experience creating, documenting, and implementing department standards.
Responsible and dependable with good attendance and work habits.
Preferred Experience with QSC, Extron, Shure, Zoom, Panopto, and Canvas.
This position is full time and requires some evening and weekend hours.
Physical demands include considerable time spent at a desk using a computer, traveling to other buildings on the campus to work with faculty, staff, and students and resolve equipment issues, crawling around under and behind racks and carts to troubleshoot and repair equipment, and setting up equipment, including large PA systems, cameras, projectors, and screens. Required to attend conferences and training sessions within Bay Area and in- or out-of-state locations or visit vendor locations.
Work environment includes typical office and computer lab environments, located on different floors within the building, indoor office environment with windows, learning spaces, conference rooms, and event spaces both indoor and outdoor, equipment control rooms, closets, and data centers with equipment noise, offices with equipment noise, and offices with frequent interruptions. Often a chaotic and demanding environment.
Telecommute is available for employees approved to telecommute, who must perform their work within one of the following states: California, Nevada, Oregon, Washington, Arizona, and Illinois.
EEO Statement
Santa Clara University is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, ethnicity, national origin, citizenship, ancestry, religion, age, sex, sexual orientation, gender, gender expression, gender identity, marital status, parental status, veteran or military status, physical or mental disability, medical conditions, pregnancy or related conditions, reproductive health decision making, or any other characteristic protected by federal, state, or local laws. For a complete copy of Santa Clara University's equal opportunity and nondiscrimination policies, please visit the Office of Equal Opportunity and Title IX website at https://www.scu.edu/title-ix/.
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Americans with Disabilities Act
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