The Johns Hopkins Bloomberg School of Public Health Office of Information Technology seeks a Multimedia Technician who provides support for classroom technology, audio/visual equipment, applications, products or services, and assists faculty, staff, and students experiencing procedural or operating difficulty by investigating equipment and software problems, resolving issues directly.

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 a must. Must be able to work flexible hours, including some evenings, weekends, and overtime.

Specific Duties & Responsibilities

Classroom Technology & Multimedia Support

• Provides audio/visual and collaborative technologies support to clients, responding to telephone calls, emails, and personnel requests for technical support.
• Records, prioritizes, and tracks all assigned help calls and documents work efforts in a ticketing system.
• Ensures timely attention to requests to meet service SLAs in keeping with departmental processes.
• Diagnoses problems through discussions with clients.
• Simulates or recreates technical issues to resolve operating difficulties.
• Identifies, research, documents, and resolves incidents.
• Performs troubleshooting of podium A/V devices, room control systems, microphones, projectors, audio recording units, and other related equipment in classroom and special event environments.
• Assesses damage to or loss of equipment, keeping the supervisor informed of same.
• Performs A/V equipment set-ups and strikes in a timely and efficient manner, ensuring that equipment is correctly configured and operating properly for the event.
• Supports live and pre-recorded productions for special event webcasts in a variety of locations throughout the school.
• Assists clients in the best use of A/V technology to deliver presentations.
• Provides basic instruction/training for students, faculty, and staff on the use of A/V equipment and resources.
• Updates internal support documentation and contributes to the development of client help documentation.
• Participates in the installation, maintenance, and storage of equipment.
• Updates and maintains equipment inventory.
• Coordinates with the Multimedia Specialist to arrange hardware warranty repairs.
• Reports to supervisor to arrange the timely ordering of necessary A/V consumable supplies.
• Provides feedback on the replacement of equipment and upgrades, where applicable.
• Performs testing and quality assurance on presentation computer systems, A/V systems, and virtual conferencing software.
• Actively keeps abreast of A/V technologies and practices in use outside of the School of Public Health.
• Applies professional business and technical support concepts to provide support, consultation, and training for clients based on established departmental guidelines.
• Prioritizes and manages multiple tasks and deadlines with supervision.
• Properly escalates issues to other teams and works to resolve more complex problems with supervisory guidance.

Client Computer Support

• Diagnoses, analyzes, and documents Level 1 computer hardware and standard software issues (email, web browsers, etc.)
• Installs computer monitors and peripheral devices (keyboards, mice, webcams, etc.)
• Installs software and assists with license tracking.
• Troubleshoots basic user account issues, including password and access issues.
• Identifies, documents, and reports network connectivity issues.

Project Support

• Implements hardware and software deployment plans as directed by management.
• Supports classroom and lecture hall computing technologies as directed by management.
• Conducts hands-on inventory or system reconfiguration projects as directed by management.

Additional Knowledge, Skills, & Abilities

• Excellent interpersonal skills to support work with both technical and nontechnical personnel at all levels throughout the organization.
• Must have working and operational knowledge of all A/V equipment commonly used for presentation support, including consumer and professional electronics. Includes, but is not limited to,
• Computers (Windows and Mac operating systems) and tablets (iPad, Microsoft Surface)
• Document imaging equipment (document cameras)
• Virtual conferencing equipment (Zoom rooms)
• TVs, touchscreen monitors, and DVD players.
• Digital audio recorders and mixing consoles.
• Digital whiteboards.
• Video and web cameras.
• Cabling.
• SMART technologies/platforms.
• Web casting technologies.
• Demonstrated knowledge of general A/V installation techniques.
• Computer troubleshooting skills and working knowledge of computer networks.
• Familiarity with both Windows and Apple operating systems (Windows 7 and higher; Mac OS Sierra, and IOS) preferred.
• Highly knowledgeable about video meeting software (Zoom, WebEx, GoToMeeting).
• Experience with cloud recording service Panopto preferred.
• Knowledge of A/V management systems (Dante, Crestron, Extron) preferred.
• Excellent verbal and written communication skills required, especially the ability to listen and understand what is being described, with attention to detail in transcribing communications into help desk ticketing systems.
• Must have the ability to work with faculty, staff, and students in a professional, helpful, and friendly manner.
• Ability to work calmly under pressure in a busy environment.
• Must be punctual.
• Strong organizational skills.
• Be proactive and meet assigned deadlines.

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+

• 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.

• Bachelor’s Degree in related field.
• Experience working in an educational 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 to 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