MEDIA MAINTENANCE TECHNICIAN SUPERVISOR

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.

HSAS&F (Health Sciences Academic Services & Facilities) aligns with the Health Sciences Administration goal to provide a systematic way to meet the needs of the UW mission. The scope of our responsibilities include operational management of the buildings comprising the 3.5 million square foot MHSC and the South Campus Center, instructional support for the Health Sciences community, clinical skills and assessment, scientific and medical visual communication services, and scientific instrument services that support the manufacture, testing and maintenance of clinical and research equipment.

We have an outstanding opportunity for a Media Maintenance Technician Supervisor.

Under general direction of the Instructional Support Manager, the Media Maintenance Supervisor is responsible for maintain existing Audio/Visual equipment, emerging hybrid instructional equipment and developing accessible training programming and materials to support evolving pedagogical approaches with new and existing support staff, key school partners, and instructors.

This position also contributes to classroom upgrade projects focused on hybrid instruction (simultaneous in-person and remote instruction) in an active learning environment, including advanced technical supervision in an ever-evolving instructional environment.

Duties & Responsibilities

Supervision

• Supervise the operation of the instructional technology help desk; providing technology support to faculty, staff and students in-person, over the phone and remotely
• Establish work schedules, operation best practices, monitoring staff work to assure that standard requirements are met, and manage the employee performance evaluation process
• Monitor and support media maintenance team in the operation of video and audio equipment, conferencing systems, such as ZOOM, MS Teams or equivalent, providing dedicated technology support for general instructional activities, and events such as conferences, high-profile lectureships, and specialized medical education training
• Provide technical instruction and training to Media Maintenance personnel on repair, operation, and installation procedures of A/V equipment, serving as lead instructional technician for user and device support
• In conjunction with the Health Sciences Building Manager, UW construction partners and audio-visual contractors, support quarterly classroom refresh projects, contributing to the following project phases: planning, design, execution, testing, assessment and deployment of new technology systems

Instructional Support Tasks

• Triage and respond to escalated issues from users
• Maintain, operate and troubleshoot a variety of A/V equipment including, but not limited to: laptops, video cameras, projectors, video conferencing, analog and digital A/V recording, touch panels, video switchers, hybrid technology
• Provide technical expertise on the use of a variety of audio, visual and other multimedia equipment, components and applications
• Diagnose and resolve end-user classroom technology problems, which includes comfortably troubleshooting AV issues in occupied 100+ person classrooms and lecture halls
• Plan and execute preventive maintenance on classroom equipment, including firmware updates, coordinating A/V equipment repair with appropriate manufacturers and service providers as needed
• Investigate, test and propose new instructional equipment, systems, techniques, software and other products, staying current with new, emerging technologies impacting higher education through self-directed professional reading or attending professional development courses and training opportunities

Training Tasks

• Develop and produce effective instructional technology training materials across a variety of mediums for end-users and Media Maintenance service team, hosing in-person and remote training sessions as needed
Administrative Tasks
• Communicate media maintenance support policies and procedures to colleagues and customers
• Manage inventory of equipment and classroom assets, including warranties and insurance
• Attend and represent Instructional Support Media Maintenance team on a variety of school and departmental committees and meetings
• Completed all one-time and annual training requirements
• Attend regional or national conferences related to classroom and technology advancements, as directed

Requirements include:

• One year of experience as a Media Maintenance Technician III or Lead

OR Five years of experience as a media maintenance technician OR equivalent education/experience.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

Desired:

• An Associate’s degree with an emphasis in instructional technology, electronics or a technology related field
• The ability to troubleshoot and repair Extron and/or Crestron control systems, including technical knowledge in: Extron Toolbelt and Extron PCS, Extron GCP and GUI Designer, Crestron Toolbox, Visiontools, and SimpleWindows, Biamp Systems, ability to update firmware for AV hardware
• Outstanding customer service orientation and ability to communicate clearly and effectively to a diverse population of end-users with a wide range of technological skill levels
• Superior audio-visual troubleshooting and repair skills, including knowledge of basic video signal flow from a laptop, to AV rack, to projector and audio signal flow from an audio source (microphone), to mixer, then to speaker output
• Initiative, follow-through, and ability to work as a team member in a fast-paced, service-oriented environment
• Proven ability to train end-users
• Experience in facilities, technology support or equivalent
• Experience using both MacOS and Windows-based devices
• Experience with lecture capture systems, such as Panopto
• An understanding of multimedia systems used in teaching environments
• Previous knowledge of basic IT concepts (setting static IP addresses) or a willingness to learn
• Experience supporting users in an academic environment
• Solid understanding of analytical, technical, and administrative processes and procedures related to AV support
• System Integration experience
• Experience using 25Live Pro scheduling and/or Freshdesk service desk software
• Effective time management skills and the ability to multi-task
• Demonstrated effective interpersonal skills as evidenced by successful experience in leading others and working collaboratively in a professional team-focused environment
• Experience with, or ability to become quickly proficient with computer applications, databases, and systems; including MS Word, Excel, Access, facility access and work order processing applications

Conditions of Employment:

• Ability to lift and move heavy material is required to cover a large and expanding service footprint

As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here.

Application Process:

The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process.  These may include Work Authorization, Cover Letter and/or others.  Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.