Job Description

Under the direction of the Director for Classroom Technology Support, the Multimedia Support Consultant I (MMSCI) serves as the initial phone and in person contact for Faculty, Staff and Students using technology in Berklee classrooms and conference rooms and effectively delivers tier 1 and often tier 2 support for all Berklee and BCB classrooms. The MMSCI is also responsible for scheduling regular technology checks and coordinating maintenance windows with student employees and other staff. The technology world is constantly growing and changing, so our educational and professional needs are always expanding. Our scope of support changes as new technology is introduced and old technology is phased out. The list of responsibilities below can and will change as new hardware and software is introduced to the campus. This list will be updated as support needs change. ESSENTIAL FUNCTIONS/PRIMARY DUTIES AND RESPONSIBILITIES: Through answering incoming calls or pre-scheduling, provide in person support for a variety of technologies, systems and services including AV control and switching systems (Crestron, Extron, QSC, Zoom); audio and video components, sound and projection systems, screens and displays/monitors, video and web cameras, amplifiers, Polycom systems, and any related peripherals. Provide preventive maintenance, proactive monitoring and testing of all systems and equipment to ensure readiness for classes each day. Act as the main escalation point for student employees needing assistance with troubleshooting during scheduled courses. Maintain a high level of user responsiveness and communication keeping them informed of issues as they are resolved. Provide consultation and training to faculty and staff on the use of Audio-Visual components in the classroom. Assist with asset inventory and user technical documentation for all supported spaces, events and media services components. Setup and deploy temporary solutions to classrooms that require further troubleshooting. Work with other classroom and conference room support staff, including Academic Technology partners. Promote a positive and professional work environment. Manage and train student employees. Act as a mentor and help teach technical skills and customer service best practices. Other Duties as assigned. KNOWLEDGE & SKILLS REQUIRED: Bachelor’s degree, 1-2 years relevant experience required, excellent customer service skills and the ability to deal with customers with a variety of technical knowledge and skills, ability to interact and work well with others, excellent time management skills, ability to learn existing and emerging classroom technologies, basic knowledge of audio visual systems and how to troubleshoot, basic knowledge of music hardware, software and plug-ins, understanding of MIDI devices and how to troubleshoot them, basic knowledge of QSC Qsys AV Systems, ability to work in a fast paced environment, previous experience working within a higher education institution providing customer service preferred, experience with programming/troubleshooting AV control systems (Extron, QSC, Crestron) preferred, CTS Certification preferred. SUPERVISORY RESPONSIBILITIES: Supervision of Student Employees. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship. Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee: We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance. Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law. As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at hroperations@Berklee.edu or call 617-747-2375. Berklee is committed to increasing the diversity of our institution, community, and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area. *Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.*

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