Information Technology, Online/Distance Education, Staff/Administrative
Under direct supervision, the Technology Support & Streaming Services Analyst is responsible to provide mission critical audio visual, video livestream and web-teleconferencing system support at Mercer County Community College. The candidate is responsible for delivering professional, high quality services directly to the customer, providing in-person support for streaming events and new equipment installations, break/fix incidents and routine User Services IT requests. The Technology Support & Streaming Services Analyst will be responsible for supporting and troubleshooting a variety of technologies (such as, but not limited to Extron, Crestron, AV switchers, Video Walls, Digital signage, Zoom, Wowza, VMIX, Livestream, VIMEO and portable livestream units. Routinely, the incumbent will assist in delivering User Support Service and is to follow our IT centralized service module.
The incumbent is required to support and seek opportunities for college fundraising events, functions, sports activities, tradeshow exhibitions, and conferences, among others. The position deals with a wide range of responsibilities that include supporting, seeking and securing sponsorships, event theme building, creating event programs, communicating with event sponsors, attendees and corporate donors, marketing, contracting vendors, coordinating event logistics, timelines and tasks as necessary for event production. Essential Duties and Responsibilities
• Manage and maintain Multimedia Streaming Systems, Collaboration Tools and Video livestream and web-conferencing units ranging from livestream systems to simple desktop to more complex integrated AV systems throughout Mercer County Community College. • Assist with the design and implementation of new hardware and software configurations for video livestream and web-teleconferencing and multimedia equipment. • Assist with individual set-up for audiovisual sports events/sessions, to include providing user training and support. • Receive, confirm, and classify audiovisual network reported issues identified by customers or performance management tools. • Responsible for documenting and recording all details of the identification and resolution of any video network issues using the help desk ticketing software. • Provide extensive 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, as well as through monitoring tools, for live stream endpoints, infrastructure, integrated A/V systems, Office 365 and classrooms video. • Document incidents, including opening case, updating with status and timely closure. Test, configuration, and troubleshooting of IP in support of live stream web-conference, and A/V equipment • Coordinate and routinely schedule equipment testing and pre-checks in advance of VIP and high visibility events. • Evening and weekend work as necessary. Participate in site visits to other institutions as necessary. • Along with key stakeholders, support all event planning and production meetings and discussions. • In collaboration with the college, develop opportunities for event sponsorship packages and lead the solicitation and securing of sponsorships. • Manage and follow-up with vendors, sponsors and staff members following each event.
• Must have bachelor degree with minimum of 3 years of applicable experience or associate degree with minimum of 5 years’ experience to include design, implementation, and troubleshooting support for livestreaming, web-conferencing, and A/V products from Cisco, Tandberg and Polycom in a higher education setting.
Qualifications • CTS Avixa Certified • A+ Certification • ITIL Certification • Knowledge of computer hardware, software and peripheral devices • Knowledge of customer service principles and practices • Knowledge of office and college, policy and procedures • Skill in the installation, repair, and maintenance of technology devices • Skill in the use of a variety of diagnostic and repair equipment • Skill in interpersonal relations and assisting clientele • Skill in oral and written communication • Event management and coordination
• Previous experience and working knowledge of VTC equipment • Candidate must have knowledge of different protocols: H.323, H.245, SIP, ISDN and associated ports for VTC and video streaming • Experience with various collaboration tools and video streaming • Good customer service provider • Follow standard service ITIL procedures • Extensive audiovisual knowledge and experience • Must be motivated and an innovator to ensure customer service satisfactions
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to sit. The employee is frequently required to talk or hear. The employee is occasionally required to stand, walk, use hands to finger, handle or feel and react with hands and arms. Specific vision abilities required by this job include ability to adjust focus.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the environment is usually quiet.
Internal Number: S-0198-2021
About Mercer County Community College
"As a community college faculty, we believe that...our students deserve a high-quality education that challenges them to acquire new knowledge and skills, test their accustomed ideas, and achieve competitive excellence. All of our students, regardless of where they find themselves when they come to us, deserve a caring, creative, and engaged pedagogy that helps them achieve their goals, and which cultivates lifelong learning and a passion to understand themselves and the world. We believe that we must create a college community that engages students in civic life and prepares them to fully participate in our democracy. We are responsible and accountable for giving our students? work our respect and critical evaluation, for holding students to the highest ethical standards, and for providing effective feedback that encourages our students to grow.
MCCC is an equal opportunity employer.
Under the “New Jersey First Act”, effective September 1, 2011 newly hired Mercer employees may be required to live in New Jersey or to move to the state within one year of taking a position. Failure to comply with this residency requirement shall render the person unqualified to continue emplo...yment in their position.
In compliance with Title IX requirements, Mercer County Community College does not discriminate on the basis of sex in its education programs and activities.
TITLE IX COORDINATOR
The college’s Title IX Coordinator oversees compliance with all aspects of the sex/gender harassment, discrimination and misconduct policy. Questions and complaints regarding Title IX may be directed to the Title IX Coordinator or the Office of Civil Rights at the following locations and or contact information.
Elizabeth Mizerek, MSN, RN, FN-CSA, CNE, CEN, CPEN, FAEN
Interim Title IX Coordinator
Mercer County Community College
1200 Old Trenton Rd. - MS 125
West Windsor, NJ 08550
Phone: (609) 570-3526 Email: firstname.lastname@example.org
Individuals experiencing harassment or discrimination also always have the right to file a formal grievance with the government authorities:
Office for Civil Rights
U.S. Department of Education
32 Old Slip, 26th Floor
New York, NY 10005-2500
Telephone: (646) 428-3800
Facsimile: (646) 428-3843