Lead Classroom and Event Support Specialist

    • Hamilton, NY

Job Category Technical
Position Title Lead Classroom and Event Support Specialist
Full Time/Part Time Full Time
Division Dean of the Faculty
Department Information Technology Services - Classrooms, Digital Media and Events
Department Statement
Colgate Information Technology Services ( ITS ) is a dynamic organization that serves the diverse technology needs of the university community. Comprised of several functional areas - Classrooms, Digital Media & Events; Data Analytics & Decision Support; Engagement & Support; Information Security; Learning & Applied Innovation; Services & Shared Infrastructure - ITS prides itself on exceptional customer service and building collaborative relationships to meet the unique needs of our liberal arts campus.

ITS endeavors to foster an inclusive environment that values diversity, professional development, creativity, and innovation to support the growth of individuals and the organization. Under the leadership of the CIO, ITS is embarking on a strategic planning process to align services and resources with several exciting new initiatives identified in Colgate's Third Century Plan.

Colgate University, among the top liberal arts institutions in the country, seeks an experienced and thoughtful Lead Classroom & Event Support Specialist, to join Information Technology Services.

This is an exciting opportunity for a forward-thinking professional who is passionate about working at the intersection of teaching, learning, and technology.

You will be accountable for the following:

  • Serve as a lead with other team members and IT technicians to assist in the development of work procedures and training others.
  • Responsible for providing on the job guidance to others , maintaining quality control and ensuring deadlines are met.
  • Accountable for providing direct support to academic programs and administrative departments to ensure the sound delivery of video and audio programming, presentations, classroom content and other digital media.
  • Lead regularly scheduled or limited scope projects as assigned.
  • Accountable for supporting physical A/V installations across campus including those found in classrooms, conference rooms, multi-purpose spaces, digital signage, and department specific installations.
  • Accountable for providing direct event support by operating video cameras, audio mixers, public address sound systems, placing microphones and podiums, and ensuring presentation materials are queued and accurately displayed.
  • Accountable for documentation of client interactions, incidents and requests.
  • Accountable for communication about problems and resolutions according to defined standards of practice.

Specific accountabilities include but are not limited to:
  • Responding immediately to classroom support escalation incidents to resolve emergent issues.
  • Providing support and light installation for audiovisual and multimedia installations in classrooms, conference rooms and public spaces across campus.
  • Performing maintenance checks, troubleshooting, and programming of audiovisual equipment.
  • Providing audio mixing and sound reinforcement for classes and events on and off campus.
  • Troubleshooting equipment malfunctions; performing minor repairs or adjustments to audiovisual equipment and identifying major repair needs.
  • Preparing for and supporting events requiring audiovisual equipment, as assigned. * Assisting with live and studio recordings, lecture capture and campus wide seminal events.
  • Ensuring proper documentation, notification, escalation, tracking, and follow up of audiovisual related incidents.
  • Responsible for timely completion of small projects, or providing support to a project leader, in the installation or renovation of audiovisual systems in classrooms, meeting spaces and public areas, to include assistive technologies.
  • Using technical expertise and experience to exercise a sufficient level of judgment to make decisions in support of project completion.

Technical Competencies

Name Desktop/Mobile/AV Diagnostics and Repair
Demonstrated knowledge of AV platforms deployed across the University sufficient to support tier two issues arising on campus. Demonstrated knowledge sufficient to troubleshoot, diagnose and provide repair tier two support for all AV issues and installations. Demonstrated knowledge in hardware, software and networking as it relates to specific platforms (e.g. control system software, video and audio switching, display hardware, video cameras, portable lighting, and portal PA systems).

Name Events/A/V
Demonstrated ability to understand and translate user needs to provide the required technical support/installations required.

Name Stagecraft
Demonstrated solid working knowledge of the tools and methods used in basic stagecraft to construct, modify or repair AV installations in classrooms, art galleries, public spaces and athletic facilities.
Demonstrated understanding of the principles of stagecraft and building trades sufficient to collaborate with tradespersons, contractors and technicians.

Name Customer Service
Displays empathy and patience with users of all levels of sophistication. Can successfully support most users on campus with tier two issues. Demonstrated ability to consistently follow through with solutions and information for all types of users. Demonstrated ability to diffuse the most challenging situations and remain calm and focused and escalate when required. Demonstrated ability to assess user sophistication and communicate (oral and written) with customers in an appropriate level of detail. Always conveys confidence to the user in ITS' ability to solve issues. Demonstrated ability to appropriately broker services for calls received that do not relate to ITS .

Name Project Management
Demonstrated ability to lead projects with 3+ staff resources, develop project plans, develop requirements, and coordinate across teams. Project plans subject to approval by more senior staff. Demonstrated ability to execute subsets of complex projects managed by others in a matrixed environment.

Name Media Support
Demonstrated experience planning and executing the installation of media components used in multimedia projects and installations. Demonstrated knowledge of a wide range of AV formats and delivery systems including an understanding of the capabilities and flexibilities necessary for media installations and live productions. Demonstrated ability to be an articulate collaborator who is comfortable speaking the language of the visual arts and can translate the vision of colleagues, faculty, artists and curators to assist in the design, construction and execution of AV projects, exhibits and art installations.
Demonstrated ability to maintain a current understanding of available AV technologies, methods, installation strategies and technical capabilities.

Name Team Leader
Demonstrated ability to plan and coordinate work activities in a timely and effective manner. Demonstrated ability to lead others in following work procedures and training processes. Demonstrated ability, as a lead, to actively seek input and involve group members in processes. Develops and uses collaborative relationships to facilitate the accomplishment of work goals.

Name Assistive Technologies
Demonstrated ability to effectively implement and manage standards based on assistive technologies used in event and learning spaces. Demonstrates a commitment to supporting the University's commitment to accessibility.

Behavioral Competencies

Name Personal Accountability for Results
Takes responsibility for decisions, performance, and outcomes; behaves in a responsible manner with a positive attitude; shows self-awareness and openness to feedback.

Name Effective Communication
Demonstrates effective written and oral communication skills; shares information and seeks input from others; adapts communication to diverse audiences; protects private and confidential information.

Name Problem Solving and Decision Making
Analyzes and prioritizes situations to identify and solve problems; generates solutions to improve efficiency and quality; involves others in solving problems and making decisions; factors organizational goals into decisions; makes clear, transparent, and timely decisions.

Name Change Management
Responds positively to changing university initiatives and readily adapts behavior to maintain effective performance; understands the long-term direction of the university and can relate this to departmental area; adapts to new methodologies; identifies and acts on areas where change is appropriate.

Name Leadership and Teamwork
Applies skills and knowledge to provide a climate to achieve departmental and organizational success; balances individual and department goals; helps others perform at their best; builds productive relationships to enhance individual and organizational effectiveness; treats others with respect; resolves conflicts among team members.

Name Creativity and Innovation
Generates, explores, encourages, and implements innovative ways of creating strategic value for the university, division, department, and individual level; critically assesses the effectiveness of new initiatives.

Name Diversity and Inclusion
Demonstrates respect for people and their differences; understands the benefits of a diverse workforce; earns the trust and respect of others; includes and welcomes others; works to understand the perspective of others; promotes opportunities to experience diversity within our community.

Name Sustainability
Understands the impact of decision making and personal behavior in achieving the university's commitment to a sustainable and carbon-neutral campus; supports and advances the university's sustainability initiatives; influences others to use sustainable practices.

Professional Experience/ Qualifications
  • Three or more years of directly related professional experience.
  • Ability to shift priorities.
  • Working knowledge of Windows and Mac OS.
  • Working knowledge of software, hardware and systems integral to audio visual installations such as: Control system software, video and audio switching and display hardware, camera and portable lighting and video conference platforms.
  • Understanding of the principles of stagecraft and building trades sufficient to coordinate with tradespersons, contractors and technicians.
  • Capable of working with high profile faculty, guest speakers and alumni through a diplomatic lens.
  • Excellent client-facing and internal communication skills.
  • Excellent written and verbal communication skills.
  • Ability to follow direction from peers, faculty, artist, and gallery staff to achieve the appropriate vision for installations.

Preferred Qualifications
  • Experience working in Higher Education is preferred.
  • Extron programming experience highly preferred.
  • Experience in researching and installing assistive technology.

Associates degree in Information Technology, Electronics, Communications, or a related field highly desirable.
A combination of education and comparable work experience will be considered.

  • A current valid driver's license, in accordance with the University's Driver Safety and Motor Vehicle Use Policy is required.

Required to pass the following annual mandatory training, but not limited to:
  • Asbestos Awareness
  • Ladder Safety
  • Scaffolding Safety
  • Safe lifting/Back Injury Prevention
  • NFPA 70 Electrical Safety in the Workplace
  • CPR / AED
    Required training prior to initial use and designated refresher training, but not limited to:
  • Aerial Lift Operations and Safety
  • Forklift Operation and Safety

Physical Requirements
  • Ability to wear compression and puncture resistant footwear, as required.
  • Ability to wear a hard hat in job site and construction areas, as required.
  • Ability to wear safety glasses, as required.
  • Ability to wear body harness for aerial lift equipment and fall arrest systems, as required.
  • Ability to wear electrical safety/hazard rating category ( HRC ) 2 protective clothing and apparel, as required by OSHA .
  • Ability to lift 50 lbs.
  • Ability to work in heights of excess of 6 ft.

Other Information
Bargaining Unit Employees must apply by March 2, 2020.

Requisition Number 2020S023Posting
Temporary No
Work Schedule
This position is scheduled to work 40 hours per week and requires the ability to work nights and weekends to support University events.

Job Open Date 02/24/2020
Job Close Date
Open Until Filled No
Special Instructions Summary
Requirement- Along with your cover letter and resume, please submit a diversity statement as it pertains to this role. You can upload it under the Diversity Statement document heading.

EEO Statement
It is the policy of Colgate University not to discriminate against any employee or applicant for employment on the basis of their race, color, creed, religion, age, sex, pregnancy, national origin, marital status, disability, protected Veteran Status, sexual orientation and gender identity and expression, genetic information, victims of domestic violence and stalking, familial status, and all other categories covered by law. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training at all levels of employment. Colgate University will not discharge or discriminate against employees or applicants who inquire about, discuss, or disclose their own compensation or the compensation of another employee or applicant. Colgate University is an Equal Opportunity Employer. Minorities/Females/Persons with Disabilities/Protected Veterans are encouraged to apply.

Clery Act
The Campus Safety Department will provide upon request a copy of Colgate's Annual Security and Fire Safety Report. This report includes statistics as reported to the United States Department of Education for the previous three years concerning reported: 1. crimes that occurred on-campus; in certain off-campus buildings or property owned or controlled by Colgate University; and on public property within, or immediately adjacent to and accessible from, the campus and 2. fires that occurred in student housing facilities. The report also includes institutional policies concerning campus security and fire safety, such as policies concerning sexual assault, life safety systems, and other related matters. To obtain a copy, contact the Campus Safety Compliance Manager via e-mail at cusafety@colgate.edu. You may also access the report from the Campus Safety web page at: www.colgate.edu/offices/support/campussafety.

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