Media Systems Specialist, Operations

Position Title:

Media Systems Specialist, Operations

Position Type:

Regular

Hiring Range:

$77,600 - $93,170 annually; Compensation will be based on education, experience, skills relevant to the role, and internal equity.

Pay Frequency:

Annual

A.   POSITION PURPOSE

The Media Systems Specialist: Operations serves as the coordination point for faculty, staff, and student support: providing expertise and leadership in service of using 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 Media Systems Specialist: Operations manages front desk operations and up to 60 student staff members, providing mentoring, training, and direct supervision of their daily tasks. They serve as an escalation point for more complex issues and requests. They will also assist with creating the daily schedule of tasks and ensure that each task is adequately staffed and effectively supported.

The Media Systems Specialist: Operations interacts with students, faculty, and staff from all academic and administrative departments from across campus to analyze technology needs and research, evaluate, and recommend appropriate technology to meet those needs. They support AV/digital media equipment, the daily intake of requests, and distribution of Academic Technology equipment for classes, meetings, and events, and provide email, phone, and in-person support – all with a primary emphasis on effecting maximum customer service and a commitment to providing quality services. 

In this critical role, the Media Systems Specialist: Operations is responsible for establishing a positive touchpoint for our clients and maintaining productive interactions and relationships with faculty, staff, and students. They provide training, support, and troubleshooting for classroom and event spaces, instructional technology applications, Zoom web conferencing, and Panopto video recording and streaming; maintain Media Services spaces in the Learning Commons; and liaise with clients on order consultation and intake. They work closely with campus units to determine support needs, provide ad hoc troubleshooting, set end user expectations, coordinate with other service units, and schedule service and support.

The Media Systems Specialist works in concert within a team of seven full-time staff, including the Media Services Manager, and five Senior Media System Specialists with varied domain expertise to successfully carry out duties, as well as with the student staff.

B. ESSENTIAL DUTIES AND RESPONSIBILITIES 

1. Collaborate in the planning, design, implementation, and evaluation of technology and support services 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.

• Collaborate with colleagues in Academic Technology, Information Technology, and the Library to get broad feedback, enrich the decision making process, and provide and improve services both on-campus (the Santa Clara University main campus, the Jesuit School of Theology at the Santa Clara University Berkeley Campus, and the Santa Clara University Campus in East San Jose) and remotely.

• Observe and analyze support issues and trends to inform room designs and functionality.

• Actively participate in design and project decisions, for example design of plans to upgrade current media system installations or systems in new learning spaces.  

• Stay current in the field with journals, online resources, networking with colleagues, and attending conferences, etc. 

• Champion the use of instructio