Audio Visual Associate: HSC Learning Space Services
- Stony Brook University
- Stony Brook, NY
Required Qualifications (as evidenced by an attached resume):
Bachelor's Degree (or foreign equivalent or higher). In lieu of degree, four years of directly related full time experience, or a combination of higher education and experience totaling four full-time years may be considered. Experience working with audio visual equipment and multimedia presentation equipment. Experience troubleshooting common complications at the user’s end. Basic understanding of computers and computer operating systems.
Experience training users, or working together with others to provide customer service. Experience connecting and operating presentation and audio visual hardware on both wired and wireless computer networks. Experience providing AV support in a conference center or similar setting. Experience with video, audio and control signals. Experience operating audio visual support equipment including multimedia projectors, LCD panels, presentation computers, sound systems and presentation control systems. Experience writing end-user documentation.
Brief Description of Duties:
The position of Audio Visual Associate: HSC Learning Space Services is a technical support position with a high level of client interaction. This position will largely provide audio visual service in learning spaces on the West, East, and South campuses. Provides faculty and staff audio visual, computer presentation and device connectivity support. Provides assistance to presenters, schedules, troubleshoots and operates digital media systems. Evaluates instructor’s needs, and provides required support. Integrates user’s media and equipment (laptops tablets etc.) with presentation systems. Troubleshoots problems with computers, presentation systems and production systems. Help to extend the life cycle of technology and learning space furniture by adhering to maintenance and reporting standards.
The successful incumbent will be a self-starter, exercising excellent judgment in ensuring that all classes proceed to the user's satisfaction, in spite of failed technology, or irregularities with teaching tools. Strong organizational skills, including exceptional attention to detail, are essential for success in this role and to effectively and independently administer the day-to-day workflow required of this position.
- Provide support for locking and standardizing media support systems daily. Reset learning spaces from the daily instructional activities. Site and correct daily issues such as system anomalies, consumable supply levels (batteries, markers, solvent, chalk, cables), and furniture in learning spaces. Correct technology maintenance problems, and report via service ticket. Assist faculty (via intercom, phone, or in person) with presentation equipment, control systems and media systems in live teaching situations. Connect with users in the field. Provide hands-on support to the user’s comfort level to ensure the most effective use of media, equipment, and furniture configurations.
- Instruct "Best Practices" for AV systems. Schedule systems support training events or publicize training events for other IT services beneficial to users in the teaching/learning community. Liaise with Educational Technologist and Faculty Center when support involves pedagogy and learning outcomes. Schedule appropriate media equipment and facilities to support instruction and University programs. Extend advanced support to faculty and instructors developing progressive teaching styles and promoting deeper usage of the portable, or installed, equipment.
- Check equipment in/out. Properly set-up equipment and facilities for next use. Keep equipment storage areas inspected and tidy, and portable equipment and learning spaces preventatively maintained.
- Provide support of course-based HD video conferences, telepresence video services, and endpoints such as scheduling tests, room maintenance, users connecting peripherals or sharing content and preventative checks. Train users on site on the systems, and best practices. Work with support technicians on the West campus.
- In performance of all job duties, at all times be responsible for delivering optimal customer service, for protecting institutional data and privacy, and the excellent delivery of solutions and services by following divisional and University policies, procedures, and processes.
- Document media systems, classrooms, facilities, and other supported spaces with record and in picture. Maintain and update records keeping an accurate semester “snapshot” of classroom services. Update and maintain end-user documentation for learning spaces. Provide professional presence for students staffed in support operation. Stay in contact with support staff and be on site as necessary. Ensure proper arrangements are made when remote site cannot be staffed. Field inspection, picking up and setting up equipment, field training, field communication with evening users. Provide expertise on IT services provided to the user community from the West campus. Maintain extensive knowledge on service catalog, system outages, and support desks, to be able to point user community in the right direction for IT services. Together with student staff, check consumable supply levels in classrooms (batteries, markers, solvent, chalk, cables), signage, and furniture on a recurring, regular schedule. Notify campus operations of any security or facility problems. Triage systems and diagnose service tickets to provide a higher level of onsite “level 2” reporting to Engineering team
- Set-up and operate portable presentation systems, large display panels, and large group sound systems by assignment, or in lieu of fully functioning media systems. Setup and operate media presentation systems for conferences, symposia and special events as assigned. Follow industry best practices, departmental standards, and safety regulations when fulfilling user service requests. Maintain scope and workload between two campuses by providing reports/assessment of incoming requests, attending regular staff meetings, and meeting with manager regularly. Provide data/metrics/usage reports on remote support and how time is split between campuses. Report on specific event and campus experiences.
- Assist in the progression of student assistants through internal training programs, and IT/AV support standards. Assist in the mentoring and guiding of students assistants through internal development plans, and aide in their growth as a contributing segment of the workforce. Assess quality of customer service provided by student staff. Improve standards as necessary. Follow up on tasks as assigned by the manager or student coordinator to ensure completion and quality. Escalate to the director or student coordinator any student staff performance issues. Participate in, and support, the office’s goal of mentoring, instructing, guiding, and developing the student workforce. Ensure students maintain consistency in quality of service in other sites
- Other duties or projects as assigned as appropriate to rank and department mission. Maintain a clean, organized workspace.
This is a full time appointment. FLSA Nonexempt position, eligible for the overtime provisions of the FLSA. The position requires lifting, pushing, pulling and carrying items weighing up to 50 pounds aided and unaided by dollies and carts within a continuous and repetitive basis. Occasional weekend days will be required for special events.
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About Stony Brook:
Stony Brook University, home to many highly ranked graduate research programs, is located 60 miles from New York City on Long Island's scenic North Shore. Our 1,100-acre campus is home to 24,000 undergraduate, graduate, and doctoral students and more than 13,500 faculty and staff. SBU is a comprehensive research-intensive university and a member of the prestigious Association of American Universities (AAU), which includes 34 public universities among its 62 members. SBU consists of 12 schools and colleges and a teaching hospital that provides state-of-the-art healthcare in the Long Island region. SBU also manages and performs joint research with Brookhaven National Laboratory, the only Department of Energy Laboratory in the Northeast, and shares doctoral programs with Cold Spring Harbor Laboratory, a world-renowned molecular biology institute. Home to the Emerson String Quartet, the Jackson Pollock House in East Hampton, New York, the Humanities Institute, and the Southampton Arts Program, and with endeavors that extend to the Turkana Basin Institute in Kenya and the Ranomafana National Park in Madagascar, SBU sustains an international reputation that cuts across the arts, humanities, social sciences, and natural sciences.
Stony Brook University is an Affirmative Action/Equal Opportunity employer. We encourage protected veterans, individuals with disabilities, women and minorities to apply.
If you need a disability related accommodation, please call the University Human Resource Services Department at (631) 632- 6161 or the University Hospital Human Resources Department at (631) 444-4700. In accordance with the Title II Crime Awareness and Security Act, a copy of our crime statistics is available upon request by calling (631) 632- 6350. It can also be viewed on line at the University Police website at http://www.stonybrook.edu/police.
For a full position description, or to apply online visit: www.stonybrook.edu/jobs
(Req. # 1801865)