Description

Position Title:

Senior Media Systems Specialist

Position Type:

Regular

Hiring Range:

$91,800 - $103,927.52 per year; Compensation will be based on education, experience, skills relevant to the role, and internal equity.

Pay Frequency:

Annual

A. POSITION PURPOSE

The Senior Media Systems Specialist provides expertise and leadership to help students, faculty, and staff excel in the use of 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 Senior Media Systems Specialist co-manages 50-60 student staff members: providing mentoring, training, and direct supervision of their daily tasks. They also create the master schedule of the daily tasks to ensure that each task is adequately staffed and completed effectively and on-time.

The Senior Media Systems Specialist owns Mac and iPad inventory and imaging for Media Services managed-devices, including those in the classrooms and meeting rooms and for distribution and checkout.

The Senior Media Systems Specialist is the primary administrator for the campus Navori Digital Signage platform and oversees large-format poster printing for co-curricular activities.

The Senior Media Systems Specialist interacts with students, faculty, and staff from all academic and administrative departments campus-wide to analyze technology needs and research, evaluate, and recommend appropriate technology to meet those needs. They support: AV/digital media equipment across campus; online collaboration, asset management, and video distribution platforms; the daily distribution of Academic Technology equipment for classes, meetings, and events; the campus digital signage platform and large-format poster printing; and provide training, support, and documentation for permanently installed systems and Zoom and Panopto software - all with a primary emphasis on maintaining a high level of customer service and a commitment to providing quality services.



B. ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Manage campus-wide distribution of equipment and A/V support to enhance instruction.

• Manage a large staff of 50-60 part-time student technicians in the delivery, setup, testing, operation, and pickup of equipment and systems.
• Review pre-scheduled and ad-hoc daily service requests and ensure prompt and effective response and support.
• Manage job postings, determine necessary headcount, lead interviews, hiring, and onboarding of new student employees.
• Schedule and prioritize tasks for part-time staff and student technicians.
• Instruct and demonstrate for faculty, students, and staff the proper operation and use of media equipment, along with troubleshooting tips.
• Evaluate equipment failures and user errors to find and implement solutions to prevent future issues.
• Evaluate and maintain a pool of portable equipment to augment classroom, conference room, and event venue installations to adequately meet customer needs.
• Manage initial and ongoing training and provide direct supervision of students in the above tasks.
• Review work of student staff and provide performance feedback on an ongoing basis to ensure customers are getting excellent service.
• Work closely with other team members to cover workload and meet project deadlines.

2. Provide technical support and training for faculty, staff, and students.

• Plan, develop, implement, and manage production resources: including classroom capture, web/video conferencing, streaming, digital video production, computer and video hardware and software, video recording and duplication, and editing services.
• Keep abreast of emerging multimedia technologies and pass new information/materials on to colleagues to ensure all team members are well-informed.
• Serve as a campus expert and provide administrative/user support for instructional tools and applications, including Panopto lecture capture and Zoom web conferencing.
• Assess content retention policies regularly and work with the team and Media Services Manager to determine any needed adjustments.
• Manage assignment of Zoom large meeting and webinar licenses to end-users.
• Develop custom workflows, methodologies, and solutions for end users with a focus on efficiency and ease of use.
• Develop and maintain instructional technology reference guides and just-in-time resources.
• Plan, design and develop, and implement ongoing training for end users and student technicians to properly provide services and support to users, with an emphasis on customer service.
• Assist faculty in integrating technology in the classroom (e.g., response systems, classroom capture, and mobile presentation technologies).
• Create documentation and user guides for A/V systems in Media Services-supported spaces.
• Develop online documentation for Zoom and Panopto and knowledge base articles for general support questions, procedures, and best practices.
• Provide office hours and consultations for faculty and staff.

3. Implement, maintain, and manage campus-wide systems/installations and facilities - learning spaces, meeting rooms, production facilities, and event spaces - to meet broad campus needs.

• Analyze campus instructional technology/audio-visual/digital media needs and applications; review equipment use and recommend ways to improve services and better meet customer needs - maintain a cycle of continuous improvement.
• Evaluate status of existing systems and facilities and manage systematic testing and preventative maintenance processes to keep both permanently installed and portable equipment in excellent working order.
• Consult with faculty and staff on physical and hybrid event planning: including venue selection, equipment needs, system training, best practices, and coordination with other departments, e.g. Facilities, Event Planning Office, SCU Presents, etc.
• Provide user support to faculty, students, and staff in the use of instructional technology, A/V, and digital media - online, installed, and portable systems.
• Research and evaluate new technologies to upgrade existing systems or add new functionality and services.
• Respond quickly to equipment/system failures and manage solutions in a timely manner - test, troubleshoot, and repair equipment and systems.
• Communicate with colleagues and end users on the working status of equipment.
• Plan and implement systematic processes to maintain and track minimum levels of resources necessary to meet customer needs.
• Meet with customers, colleagues and vendors to create scopes of work, resource requirements, and implementation/installation timelines.
• Serve as the JAMF resource with the MS team; proactively reformat and reimage Media Services Mac, PC, and iPad computers and devices as they are returned to the loaner/distribution pool and when they are pulled from the classrooms/meeting rooms.
• Coordinate with other MS and IS staff to update the software images.
• Coordinate with other Media Systems Specialists to cover workload and meet project deadlines.
• Train and supervise students in the above tasks as appropriate.
• Maintain and update equipment inventory and track equipment: maintain detailed records of purchases, warranties, manuals, and repairs.
• Coordinate with other team members to cover workload and meet project deadlines.

4. Collaborate in the planning, design, implementation, and evaluation of technology to enhance teaching and learning.

• Provide expertise in media-related academic technologies and media production for the design, development, and delivery of media-rich learning environments.
• Develop long-term collaborative partnerships with faculty and staff, determine their multimedia and computing needs, and support their ongoing use of technology.
• Develop new ways to incorporate instructional technology campus wide and leverage new technologies to provide more resources for our users through collaboration with faculty, staff, and students to assess their media needs and collaborate with colleagues in Academic Technology (e.g., Instructional Technology Resource Specialists, Technology Trainers, Web Developers, and Help Desk and Field Support Specialists), and Information Services.
• Lead the specification of new Mac computer images for Media Services computers: coordinate with internal IT teams.
• Identify, evaluate, and test new tools, technologies, and systems to support teaching and learning with a focus on scalability, ease of use, and sustainability.
• Stay current in the field and keep abreast of emerging A/V and collaboration technologies with journals, online resources, networking with colleagues, and attending conferences, etc. Share new information/materials with colleagues to ensure all team members are well informed.
• Champion the use of instructional technology to enhance teaching and learning.

5. Support digital graphics: manage campus-wide implementation of digital signage solution and large-format poster printing services.

• Implement best practices and design specifications to promote consistency and maintain quality of content; create templates and guides to simplify the process and reduce issues.
• Create user friendly processes for requesters to upload their content for digital signage and co-curricular poster printing.

• Fulfill large-format printing orders and process chargebacks in a timely manner to cover costs of physical materials.
• Maintain and update equipment inventory and track equipment: maintain detailed records of purchases, warranties, manuals, and repairs.
• Serve as an administrator for enterprise digital signage software.
• Set up and configure digital devices for new digital signage locations.
• Provide end user training and support; troubleshoot issues and coordinate vendor support.
• Identify supply needs and proactively replace them.
• Research and suggest new hardware and software when appropriate.
• Liaise with the digital graphics vendor(s) to provide feedback, suggest features, and procure/manage licenses and players.
• Coordinate with other IS staff to cover workload and meet project deadlines; train and supervise other IS staff and/or students in the above tasks as appropriate.

6. Liaison with outside vendors and consultants.

• Develop and maintain good working relationships with a variety of vendors, consultants, and technical resources.
• Attend tool-focused, vendor-specific webinars and trainings and arrange for equipment demos or off-site visits for faculty and staff as appropriate.
• Coordinate and oversee equipment installations and repairs campus wide.
• Coordinate with other team members to represent unified department decisions.

7. Other duties as assigned.

C. PROVIDES WORK DIRECTION

This position hires, onboards, and supervises student support staff and assigns daily tasks to ensure optimal support for classes, meetings, and events.

D. GENERAL GUIDELINES

1. Recommends initiatives and implements changes to improve quality and services.

2. Identifies and determines cause of problems; develops and presents recommendations for improvement of established processes and practices.

3. Maintains contact with customers and solicits feedback for improved services.

4. Maximizes productivity through use of appropriate tools, planned training, and performance initiatives.

5. Researches and develops resources that create timely and efficient workflows.

6. Prepares progress reports; informs supervisor of project status; and deviation from goals. Ensures completeness, accuracy and timeliness of all operational functions.

7. Prepares and submits reports as requested and required.

8. Develops and implements guidelines to support the functions of the unit.

9. Maintains and coordinates daily schedule to deploy equipment and staff resources across campus.

10. Fosters relationships across the campus community helping to create a customer centric experience and leverage those relationships to solicit feedback for improved services.

E. QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.



This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment and to promote and contribute to an inclusive and respectful workplace.

1. Knowledge

• 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.
  • classroom capture
  • streaming media technologies
  • internet technologies, TCP/IP tools, and Remote Desktop
  • web conferencing and webinars
  • graphics and multimedia production on both MAC and PC platforms
  • content hosting and management
  • digital signage solutions
  • multimedia and digital video production and equipment on both MAC and PC platforms
  • Workday/ERP software
  • task management and checkout software (e.g. WebCheckout)
  • collaboration and video distribution tools (e.g. Zoom and Panopto)
• 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. Microsoft PowerPoint, Apple Keynote, and Google Slides), graphic applications and design (e.g. Adobe Photoshop, Adobe Illustrator, Canva, Adobe Acrobat), and productivity/office applications (e.g. Microsoft Word, Microsoft Excel, Google Sheets, Google Docs)
• Preferred experience with Adobe Creative Cloud, CMYK/RGB color space and settings, Navori/digital signage players and SaaS solutions, etc.
• Experience creating, documenting, and implementing department standards
• Preferred experience with QSC, Extron, Shure, DMX Lighting, Dante Audio, Adobe Creative Cloud, Navori, Zoom, Panopto, and Canvas

2. Skills

• 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

• Demonstrated project management skills
• Ability to understand and present complex technical issues and solutions; work effectively and communicate with both technical and non-technical personnel as well as a diverse population of students, faculty and staff
• Excellent writing, editing, organizational, analytical, and facilitation skills
• Demonstrated competence in presentation and teaching, both one-on-one and in class settings
• Meticulous and accurate record keeping
• Fast learner with good problem solving skills

3. Abilities

• Ability to plan, coordinate, and direct equipment maintenance, repair, and installations - either internally or with outside vendors
• Ability to research independently through the use of online forums, maintenance manuals, and other documentation
• 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
• 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

4. Education

• BA/BS degree required and 4+ years of experience or equivalent combination of education and experience.

5. Years of Experience

• 4-6 years of equivalent experience with BA/BS degree; 8+ years experience without BA/BS degree
• Significant experience working with and managing student staff to set expectations, ensure timely and effective support, and maintain a high level of client satisfaction
• Extensive and successful record of working with faculty in higher education or other educational environments preferred, with demonstrated ability to understand and interpret educational needs and develop effective instructional media solutions, working projects from concept through completion

F. PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.

• Considerable time is spent at a desk using a computer.
• Considerable time spent traveling to other buildings on the campus to work with faculty, staff, and students and resolve equipment issues.
• Required to attend conferences and training sessions within Bay Area and in- or out-of-state locations or visit vendor locations.
• Has the ability to lift up to 50 pounds.

This position is full-time and requires some evening and weekend hours.

G. WORK ENVIRONMENT

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.

• 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.
• Offices with frequent interruptions.
• Often a chaotic and demanding environment.

Telecommute

Santa Clara University is registered to do business in the following states: California, Nevada, Oregon, Washington, Arizona, and Illinois. Employees approved to telecommute are required to perform their work within one of these states.

EEO Statement

Equal Opportunity/Notice of Nondiscrimination

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/.



Clery Notice of Availability

Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please visit the Campus Safety Services website. To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.



Americans with Disabilities Act

Consistent with its obligations under the law, Santa Clara University will provide reasonable accommodations to applicants and employees with disabilities. Applicants who wish to request a reasonable accommodation for any part of the application or hiring process should contact the Department of Human Resources ADA Team at hraccommodations@scu.edu or by phone at (408)554-5750. Please note: This contact information is intended for accommodation requests only. Resumes or inquiries about application status sent to this inbox will not be reviewed or forwarded. For resumes or questions regarding application status, please contact hrservicedesk@scu.edu.