Job Details

Lead Technical Analyst, Media Services

Position Number: 6354621
Location: Claremont, CA
Position Type: Computing - Support and Training

Lead Technical Analyst, Media Services
Harvey Mudd College

Full Time
REQ-7242

NOTE TO APPLICANT: Some positions require a resume, cover letter and/or other documents to be submitted with your application. Please submit these as one attachment in the My Experience section of the application under the "resume/CV" upload section. Once you submit your application, you will not be able to attach additional documents.

Job Posting Title:
Lead Technical Analyst, Media Services

Job Description:
Job Title: Lead Technical Analyst, Media Services

Reporting to: Director of User Support Services (USS)

Overview: The Lead Technical Analyst, Media Services (Lead) is a key member of the Computing and Information Services (CIS) technical support team. Through leadership and direct action the role provides people-centered Audiovisual and media services to HMC's faculty, staff, students, and friends of the college. The Lead Technical Analyst, Media Services will lead the team on support for classroom AV, event AV and media services.

This position requires a strong technical background in AV technology, leadership skills, and the ability to support and prioritize multiple projects and tasks effectively. The Lead Technical Analyst, Media Services collaborates closely with a second Lead Technical Analyst who focuses on technology support and with the Director of USS. Together, they will collaborate to implement standards and procedures for AV service delivery, create supporting automation, manage projects, maintain documentation, and serve as the first point of internal escalation.
A primary job function is serving as the first point of contact for AV requests at the CIS Help Desk. The Media Analyst exercises judgment in choosing AV equipment, setting up processes, and determining the kind of support needed for events.

Job Duties and Responsibilities:

Classroom AV

Ensure that AV systems in classrooms are at peak function at all times.
Communicate regularly and consistently with instructors regarding any issues in classroom AV systems and planned maintenance.
Work with the team to ensure that Crestron control tools, such as Cloud XiO, are used in ways that enhance service and keep users informed of service levels.
Assist the Director with budget and expenditure planning of AV funds.
In collaboration with the User Support Team, test and select new AV products as needed.
Work closely with Facilities & Maintenance to ensure that the overall classroom experience is satisfactory, especially in areas of overlap between AV and F&M.
Document standard operating procedures for support of classroom AV and ensure that the entire USS team is trained in them.

Event AV

Work closely with staff from Advancement, the President's Office, Student Affairs, Admission, F&M and Academic departments to plan and prepare for campus events, ranging from small (e.g. hybrid meetings) to complex (e.g., College Commencement ceremonies).
Create event support schedules with the guidance of the Director of USS.
Work closely with vendors as needed to provide support for events.
Develop standard operating procedures for setup, support, operation and removal of AV equipment used in events. Ensure that the USS team is fully trained in these procedures.
Support campus events that may occur outside of normal Help Desk hours.
Regularly gather feedback from event sponsors and participants regarding the quality of Event AV. Act on feedback to improve services.

AV technology

Troubleshoot software, hardware, and AV issues by researching, analyzing and/or contacting vendors to identify solutions or gain additional support.
Work with vendors to obtain quotes for new equipment, and evaluate demonstration versions of equipment in order to advise the Director and USS team.
Keep abreast of developments in digital AV technology and share knowledge and best practices with the team.
Regularly lead equipment and closet organizational efforts.

Other tasks

Provide training to staff, faculty and students who use common campus software, hardware and AV equipment.
Conduct research for more complex questions and requests for assistance with AV design specialized use cases.
As part of the USS team, provide support for campus computers, software, printers, and AV systems.
Document support requests in the CIS ticket system, including details related to the tasks performed for resolving the issue or request.
Staff the Help Desk according to the User Services coverage schedules.
Attend and actively participate in CIS User Support Services and CIS department staff meetings.

Required Knowledge, Skills and Abilities:

Knowledge of AV equipment such as projectors, Crestron controls, Lecture Capture systems microphones and speakers.
Demonstrated skill in selecting AV equipment that is fit for purpose.
Demonstrated ability to troubleshoot issues with classroom AV equipment.
Sufficient knowledge of networking protocols to understand AV networking issues.
A strong technical support background with knowledge that allows for quick resolution of common hardware and software issues.
Excellent written and verbal communication abilities while supporting campus users.
Excellent customer service skills.
Desire to learn and work with new technologies and follow up on technical trends and news.
Demonstrated ability to work well as part of a team and work well with individuals from different backgrounds and differing levels of information technology competency.
Strong problem-solving and critical thinking skills to develop and test hypotheses.
Ability to communicate technical concepts in simple terms.
Ability to prioritize competing tasks with consistent follow-up.
Demonstrated ability to configure and troubleshoot Windows, Mac OS X, PC and Mac hardware, and mobile devices (such as tablets and smartphones) in order to assist the other members of the User Support Services team.

Required qualifications:

Education: High School Diploma or equivalency.

Experience: Any combination of post-secondary education, training and experience that provide the knowledge, skills and ability to perform the duties and responsibilities of the position.

Preferred Qualifications:

Passionate about and a strong focus on customer service, with an exceptional approach to every service interaction.
Ability to read and understand Crestron programming language Simpl+.
Genuine interest in learning new technologies at a rapid pace.
Enthusiastic approach to helping users and solving problems.
Eager to understand business processes and propose improvements that create efficiencies or make use of existing or emerging technologies

Remote Work Eligibility:
All staff positions, regardless of remote work eligibility, require an initial 30-calendar-day on-campus work period. Based on an evaluation by the supervisor and area Vice President, this position is classified as Category B as defined in the College's Remote Work Policy, with occasional ad-hoc remote work flexibility (as needed). Your approved remote work arrangements under Category B allow for up to 1 remote work day per week during the academic year and up to 2 remote work days during the non-academic year. Please note these days may vary depending on departmental and College needs.
Your standard working hours will generally be from 8:00 a.m. to 5:00 p.m., Monday through Friday, though these hours may vary depending on departmental and College needs. All remote work arrangements, including ad-hoc remote work, must be approved by the direct supervisor, area Cabinet member, and Human Resources, and are subject to periodic review based on institutional needs. These arrangements are neither guaranteed nor considered entitlements and may change due to factors such as employee performance, evolving business needs, or changes to the position.

Physical Requirements:
Frequent lifting up to 10 lbs.; occasional lifting between 11 and 50 lbs.; frequent pushing/pulling between 20-50 lbs.; frequent sitting, standing, walking, and squatting; constant keyboarding and handling. Must be able to climb a ladder and work in a ceiling rack.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Hours: Monday through Friday from 8:00 AM - 5:00 PM; days may vary due to the needs of the College or department and may include evenings hours and weekends.

Classification:
This is an exempt, full-time, benefits-eligible position.

Salary:
The anticipated starting salary range is $73,000 - $78,000. Salary will be commensurate with qualifications and experience.

Reporting:
Reports to the Director of USS.

Regular employment at the College is for no specified period of time; conditions and status of employment (hours, pay, title, duties, etc.) are subject to change at any time. Employees, and likewise the College, are free to end the employment relationship at any time, for any reason, with or without notice or cause, unless otherwise prohibited by law.

This job description defines the essential or fundamental job duties of the employment position. It is assumed that the employee hired for this position can perform the essential functions of the position without imposing risk of substantial harm to the health and safety of the employee or others.

Harvey Mudd College is an Equal Opportunity Employer. Qualified applicants will be given consideration for employment without regard to age, race, gender, national origin, sexual orientation, protected veteran's status, disability, or any other characteristics protected by applicable law.

Please note that in order to be considered an applicant for any staff position at Harvey Mudd College you must apply for each position for which you believe you are qualified.

Harvey Mudd College is an Equal Opportunity Employer. Qualified applicants will be given consideration for employment without regard to age, race, gender, national origin, sexual orientation, protected veteran's status, disability, or any other characteristics protected by applicable law.

Please note that in order to be considered an applicant for any staff position at Harvey Mudd College you must apply for each position for which you believe you are qualified.

To apply, visit https://theclaremontcolleges.wd1.myworkdayjobs.com/en-US/HMC_Careers/job/Sprague-Center/Lead-Technical-Analyst--Media-Services_REQ-7242