Careers

BASIC FUNCTION:
The AV Technical Specialist is a hands-on position responsible for the audio-visual support spanning numerous classrooms and event/conference spaces in multiple buildings on the Harvard Medical School campus as well as for remote teaching and learning.
The AV support team may be engaged in video conferences, live streaming, live audiovisual event support and video productions, ensuring presenters are aware of technology and ready prior to the start of events/presentations and support issues are taken care of in a timely manner. The AV Technical Specialist will also ensure quality assurance testing of AV equipment.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
¿ Troubleshooting advanced level audio visual or computer-related problems in either hardware, software to HMS faculty, staff, and students and hospital affiliates.
¿ Support virtual meetings and events (e.g., set-up, on-site support for video calls, web conferencing, and streaming, etc.).
¿ Assist in troubleshooting account related issues and the administration of the Harvard Zoom instance. (Account access, client audio/visual issues, escalation to Zoom support)
¿ Assist external and internal stakeholders with the creation of multimedia presentations.
¿ Assist in the training of IT staff and on Media Services technology support (i.e. web conferencing, video calling, streaming).
¿ Setup room technology configurations (e.g. AV/IT needs for day of meeting, PowerPoint and other meeting technology/material uploading, troubleshoot issues, etc.).
¿ Serve as an AV support escalator point for internal team members and IT as a whole.
¿ Perform regular maintenance and system upgrades of AV/IT equipment ensuring all systems are fully operational and up-to-date.
¿ In room live presenter support.
¿ Troubleshoot digital signage solutions.
¿ Catalog and maintain AV room inventory ensuring maintenance issues are logged and up-to-date.
¿ Assist in the updating of knowledge base materials/documentation, online resources and on-demand video tutorials.
¿ Assist in the testing and implementation of new AV solutions.
¿ Collaborates with other IT staff to diagnose and troubleshoot existing audiovisual issues, improve support and increase user satisfaction.
¿ Outreach to staff, faculty, students, affiliates and other conference and teaching space stakeholders to gather feedback on current service gaps and identify opportunities for continual service improvement.
¿ Provide appropriate communication to end-users and stakeholders regarding important AV system changes in the classroom and conference room environments.
¿ Working on special projects as assigned.

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¿ Three or more years related experience in relevant technology training both online and in-person.

¿ CTS certification recommended.
¿ Proficiency in operational and maintenance support for AV presentation, production and video collaboration systems such as Cisco telepresence and Zoom, Webex, Biamp, Creston/Extron, Panopto, Mediasite.
¿ Experience with Windows and Mac based computers for desktop support.
¿ Familiarity with PTZ cameras and broadcast switchers beneficial.
¿ Excellent communication skills, both written and oral, and an enthusiasm and empathy for those who struggle to acquire technological audiovisual competencies.
¿ Self-starter with experience in audio visual technology or computer science preferred.
¿ Familiarity with event management systems such as EMS preferred.
¿ Experience with education technologies (audience response, survey tools) and computer platforms is highly preferred.
¿ Familiarity with service management software (ServiceNow) for tracking issues.
¿ Experience editing websites and creating multimedia content and other learning modules using authoring tools (Camtasia) is beneficial.
¿ Prior experience in audio visual technology as well as familiarity working within an educational environment is desirable.
¿ Standard shift begins at 7am and may change based on coverage needs. Evenings and weekend hours may also be required.

EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.