Salary: $48,281.00 – $72,154.00 Annually
Location : West Windsor and Trenton, NJ
Job Type: Full-Time
Job Number: 202300354
Division: Information Technology Services
Department: IT Customer Service
Opening Date: 06/27/2023
Summary and Duties
If you are considering a new job, work environment or career opportunities you should look at Mercer County Community College. MCCC is a publicly supported college that is open to all and dedicated to student success. In order to support that mission Mercer seeks to attract, retain, and support a skilled diverse workforce which is our most valuable resource. We thrive on and are proud of our diversity and open access. Our students and employees find the College large enough for a multitude of offerings yet small enough to keep the “Community” feel for all. The College consists of two campuses, the James Kerney Campus (JKC) in the capital city of Trenton, NJ and a larger 292 acre suburban campus just six miles north of Trenton.
As part of the comprehensive and valuable benefits package the College offers credit course tuition waivers for employees, spouses and dependents. This allows for employees and their families to take advantage of earning a higher education degree without the high cost. The College offers students 69 Degree Program Options and 35 Credit Certificates from which to choose.
Under direct supervision, the Academic Technology & Audio/Visual Specialist is responsible for providing college-wide audiovisual, classroom technology, and events, by providing advanced technical support for Mercer County community College classroom technology, inclusive of classroom instructor workstations, audio/visual equipment, and other facilities featuring audio and video conferencing and projection systems at both West Windsor and James Kerney Campuses.
The Academic Technology & Audio/Visual Specialist works closely with members of the Media Service team, and User Support Services, to assist faculty and staff with their learning technology needs. This role serves as a subject matter expert in academic technology and is adept in video conferencing and live-streaming systems.
The successful candidate will have the necessary skills to investigate, test, recommend, and integrate new technologies for college use. Additional responsibilities include providing training on classroom technologies, proficiency and ability to train on the use of various modalities for in-person and remote teaching and learning use; such as MS Teams, Zoom, Blackboard Collaborate etc. A significant component of this position will require the incumbent to support learning environments, meeting spaces and event venues.
Job Duties:
- The Academic Technology & Audio/Visual Specialist will support all video livestream and web-based teleconferencing system support at Mercer County Community College.
- The candidate is responsible for delivering professional, customer-focused, high-quality services directly to the Mercer County College Community by providing in-person support for streaming events, addressing technical incidents, and Media Services and IT service requests.
- The Academic Technology & Audio/Visual Specialist will support and troubleshoot various technologies (Extron, Crestron, AV switchers, Video Walls, Digital Signage, Zoom, Studio 6, Livestream, Vimeo, and portable livestream units).
- The individual will routinely assist the IT User Support Service department in delivering technical services to the college community and will follow our Information Technology centralized service business practices.
Essential Duties and Responsibilities:
- Perform troubleshooting, maintenance, and repair of classroom A/V equipment in classrooms and large venue areas, recommended replacement and upgrades to equipment and software as necessary.
- Perform troubleshooting, maintenance, and basic repairs of computer labs Audio-Visual, classroom instructor projection workstations, and A/V equipment in classrooms and large venue areas.
- Assist faculty, staff, and students with classroom technology over the phone and in person.
- Manage and maintain multimedia streaming systems, collaboration tools MS Teams, Zoom, video livestream, and web-conferencing units ranging from livestream systems to simple desktops to more complex integrated AV systems throughout Mercer County Community College.
- Assist with individual livestreaming audiovisual set-up for sports, theatrical and academic events.
- Provide livestreaming Studio 6 user training to promote self-service.
- Provide troubleshooting and testing of livestream and audiovisual equipment (videoconferencing, multimedia, audiovisual, projection systems, displays, cameras, microphones, mixers, integrated A/V systems, streaming technologies, etc.), classroom video systems, and collaboration tools (Office 365, etc.)
- Address and troubleshoot customer issues received via email or phone and through monitoring tools for livestream endpoints, infrastructure, integrated A/V systems, Office 365, and classroom video/audio systems.
- Document incidents, including opening cases and follow-ups, in a timely manner.
- Test, configure, and troubleshoot IP base livestream, web-conference systems, and A/V equipment.
- Coordinate and routinely schedule equipment testing and preventive maintenance.
- Guide users to communicate critical information in a meaningful way, responding to users with professionalism, and respect, remaining focused on resolving user needs first.
- Provide dedicated technical support for events such as speaking engagements, performances, and academic lectures.
- Flexible schedule required for evening and weekend support as needed.
- Performs other duties as assigned.
Required Qualifications
Required Qualifications
- Must have a bachelor’s degree with a minimum of 3 years of relevant experience or associate degree with a minimum of 5 years of experience
- Demonstrated ability in installation, implementation and troubleshooting support for livestreaming, web-conferencing, computers (windows/apple), and A/V products in a higher education setting.
- Knowledge of customer service principles and practices
- Skill in troubleshooting and maintenance of technology devices
- Skill in the use of a variety of diagnostic tools
- Skill in interpersonal relations and assisting clientele.
- Skill in oral and written communication
- Event management and coordination
- Extensive audiovisual technical knowledge and experience
ADA AND OTHER REQUIREMENTS
Positions in this class typically require: ability to use a key board, hearing, seeing and repetitive motions.
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Preferred Qualifications, Knowledge and Skills
Preferred Qualifications:
- Experience supporting users in an academic environment.
- Technical expertise in video/audio for live streaming, broadcasting, windows, Apple, and classroom A/V technologies
- Experience with live streaming, general familiarity with encoders, cameras, and video formats, or basic video engineering and IP network troubleshooting
- Knowledge of various streaming technology platforms
- Good understanding of networking principles
- Understanding of video hardware and software encoding/decoding
- Knowledge of computer hardware, software, mobile, and peripheral devices
- Knowledge of customer service principles and best practices
- CTS Avixa Certified
- A+ Certification
- ITIL Certification
- Work experience in a higher education setting
Core Competencies
CORE COMPETENCIES
Adaptability: Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.
Customer Focus: Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
Problem-Solving: Strong problem-solving skills; identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
Technical Skills: Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
Interpersonal Skills: Excellent time-management, planning, and interpersonal skills; focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.
Teamwork: Ability to work and participate in a team environment; exhibits objectivity and openness to others’ views; gives and welcomes feedback; supports everyone’s efforts to succeed; participates in meetings.
Diversity: Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce.
Ethics: Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethics upholds organizational values.
Organizational Support: Follows policies and procedures; completes administrative tasks correctly and on time; supports organization’s goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
Full Time Employee Benefits
- Health Care
- Prescription Drug Plan
- Dental
- Vision
- Retirement Savings Plan
- Optional Tax Deferral Plans (403b and 457b plans)
- Flexible Spending Accounts
- Life Insurance
- Long-Term Disability
- Tuition Reimbursement
- Mercer County Community College Tuition Waiver
- Employee Assistance Program, Recreation Pass to College’s Pool and Fitness Center
- 14 Holidays
- 3 Personal days
- 2 Floating Holidays
- 12 Vacation days in first year
- 15 Vacation days after secnd year
- 12 Sick days per year
- Paid Jury Duty
- Bereavement Leave
- Military Leave
- Various employee discounts include Mercer County Community College Bookstore, Kelsey Theatre, NJM Insurance and Corporate Offers – “Best Pricing” to theme parks, theatre and sporting events.