Department: IT Acad Software Development Salary/Grade: ITS/76
The AV Systems Engineer Assoc is responsible for supporting the use of Zoom and other videoconferencing technology for remote learning and university events and meetings. The AV Systems Engineer Assoc also provides AV technical support for classes, events, and meetings in technology enhanced classrooms and meeting spaces for Northwestern IT. The AV Systems Engineer Assoc delivers training for faculty and other end users for online collaboration tools and classroom facilities. The incumbent conducts thorough quality assurance and security assessments of Zoom configurations and on-premise AV equipment and provides clear, concise feedback to users and management on the results and action items from these assessments. The incumbent produces and maintains in-room and on-line documentation for supported services. Candidates should have a strong technical background demonstrating the ability to diagnose and resolve technical issues independently and in collaboration with other team members.
Please note: Must be able to climb on a ladder to a height of 20 feet. Must be able to carry heavy hardware such as CPUs, large venue video projectors (30-50 lbs). Individual will be required to walk to buildings that are several blocks from one another. Must be open to working the occasional evening and or Saturday. Must carry NU radio, and cell phone. Person will be required to commute to the Chicago campus as needed.
Provides Zoom video conferencing and in-person event support consisting of event planning, script writing, coordinating and conducting rehearsals and support of live events. This includes advance testing and same-day venue support. Guides clients from event concept to event success through a proper understanding of available technologies, best practices for successful events and ensuring success of all events. Supports on-campus videoconferencing, webcasting, and special events as needed.
Responds to requests for immediate assistance and service requests across all lines of support in Northwestern IT Media & Technology Innovation. Coordinates on resolution of service tickets escalated to other units. Support includes routine diagnostic functions and maintenance actions. Monitors and takes appropriate corrective action on daily basis in supported spaces.
Provides service delivery and quality assurance for AV support, classroom computer support, video conferencing support, lecture capture support, and events support in Northwestern IT Learning Spaces Technology Support Service delivery locations. This position is critical in establishing and performing Incident Management, Change Management, and Problem Management functions and tasks. Responsible for assurance of operational readiness for Learning Spaces Technology Support Service delivery locations. Functions include certification of new and upgraded service locations as ready. Support includes routine diagnostic functions and defined maintenance actions for technology. Helps develop best practices, knowledge base articles and user guides for videoconferencing, AV classroom use, maintain short- and long-term plans for replacement and upgrades to AV, Computer, VC, and Lecture Capture technology in supported spaces. Helps maintain an inventory of AV supplies (i.e., lamps, batteries and misc. backup equipment).
Supports Digital Signage initiatives including setup, maintenance, and training. Responsible for the basic training and orientation for any supported technology enhanced classroom or videoconferencing facility, including individual training sessions for faculty, staff, and students.
A bachelor's degree in an analytical, electronic or design field or the equivalent combination of education, training, and experience from which comparable skills can be acquired.
Three years related professional experience in the AV industry.
Demonstrated success supporting virtual videoconference events using Zoom or other platform.
Demonstrated knowledge of video conferencing systems (Zoom) and technical proficiency in computing and networking technologies (Windows and Apple OS)
Three years’ experience with Crestron products (or comparable) with support, installation, integration and maintenance. Experience with Crestron's Fusion control.
Three year demonstrated knowledge of various forms of distance collaboration tools, such as videoconferencing, desktop sharing, web conferencing, etc.
Demonstrated experience in troubleshooting VC and AV system problems under pressure.
Must be able to work closely with student employees.
Minimum Competencies: (Skills, knowledge, and abilities.)
Oral and Written Communication
Ability to manage multiple tasks while maintaining focus and understanding with tasks have been assigned priority
Five years related professional experience with AV systems support.
Demonstrated experience with Crestron programming and use of Crestron toolbox and related control systems
Experience administering and supporting Panopto, Zoom, and other cloud-based video services
Experience working in a higher education environment.
Experience supporting live streaming services such as YouTube, Kaltura, Panopto, Zoom.
Preferred Competencies: (Skills, knowledge, and abilities)
Communication – Oral/Written – Ability to effectively communicate to summarize activities and coordinate planned activities.
Ability to maintain respectful and effective working relationships with a variety of parties throughout the university community.
Work well in team setting
Ability to maintain focus on highest priorities in the face of competing demands
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 40348
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.