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Lead Client Technologies Analyst, Audio Visual Technologies

Apply now Job no: 500444
Work type: Regular
Location: Malibu Campus
Categories: Information Technology, Skilled Craft/Trade, Technology

Works under the direction of Audio Visual Technologies Manager to provide technical assistance, support, and training to faculty, staff, and students at the Malibu Campus. Exercises a deep understanding of internal processes and works to improve processes. Specializes in leading select operations and initiatives including student workers and phone support. Helps manage classroom technology as well as provides support for university events.

Duties

  • TRAINING & SUPPORT: Responsible for providing and coordinating support on standard client hardware, software products, and audio-visual equipment; configures, operates audiovisual equipment; manages and deploys student workers as needed; develops student worker skills; oversees department checkout office; manages asset management platform and licenses; troubleshoots problems using scripts and checklists as guides: escalates when necessary; works with basic infrastructure products; researches trouble issues with guidance from others; documents problem status and resolution tracking log; alerts team members about recurring problems; may provide on the spot training to clients; participates in integration testing; support events with setups, pickups, and training; documents solutions to common problems and responses to frequently asked questions; builds relationships with individual clients; identifies client service improvements and shares success stories with clients and team members; aware of service level agreement targets; takes steps to meet or exceed requirements; explains service procedures to clients; provides input during project planning and requirements phase; provides timely and complete project status reports to supervisor as requested.
  • LEADERSHIP & ADMINISTRATION: Creates service tickets; reviews and submits regular paperwork and processes, such as status reports, bi-weekly or monthly timesheets, assessments for mid-year and annual reviews, and other routine IT and University practices; assists department leaders as needed; demonstrates a deep understanding of existing processes; maintains calendars for self and students workers; coordinates scheduling of technology resources and resolves conflicts arising from demand exceeding available resources; maintains supplies and keeps workspaces clean and organized; understands how to use all components of the request tracking software; coordinates scheduling of technology resources and resolve conflicts arising from demand exceeding available resources; maintains files of current licensed software; maintains supplies and keeps workspaces clean and organized; maintains emergency procedures; coordinates personal efforts with other Information Technology staff, technologists in other departments and schools, and vendors, when appropriate, to resolve problems and provide support services; when appropriate and beneficial, mentors others in the immediate group and in the broader Information Technology division in areas for which the Analyst has expertise.
  • COLLABORATION Builds relationships with individual clients, including faculty, staff, students, and VIPs; identifies client service improvements and shares success stories with clients and team members; works closely with department leaders to improve processes and services; explains service procedures to clients; analyze and develop user documentation and training materials related to the coordination and presentation of workshops/classes related technology; provides backup support and assistance to other team members; collaborates with co-workers and university colleagues on departmental, division-wide, and institutional projects; shares process information and makes informal recommendations on how to improve processes and overall job execution within team/department.
  • RESEARCH & ANALYSIS Researches new technology solutions; assists with generating reports with meaningful data and shares with Client Services leadership; monitors and controls data quality; submits service tickets; understand ticket data; participates in integration testing; documents solutions to common problems and responses to frequently asked questions (FAQs); troubleshoots problems using scripts and checklists as guides; escalates when necessary.
  • TRAINING & PROFESSIONAL DEVELOPMENT As needed or required; attends training, vendor presentations, user group meetings, conferences, and seminars; engages regularly in individual professional development-related activities to remain current with industry technology trends and work processes.
  • COMMITTEES & OTHER DUTIES Volunteers to undertake tasks that stretch capabilities; serves on various committees within the Information Technology division; participates in external university committees; performs other duties as assigned.
  • UNIVERSITY MISSION Understands and supports the Christian mission of the University. Upholds the University mission through team location atmosphere and work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Skills and Qualifications

Required: Associate's or bachelor's degree in related technical/business areas or equivalent work experience. At least 3 years of relevant technical, business, or academic IT experience. Demonstrates advanced knowledge of basic hardware and software products. Demonstrates complex problem solving/troubleshooting skills. Advanced knowledge of working with computers and applications in a networked environment.

Preferred: Master's degree in related technical/business areas or equivalent work experience; 1+ years managing and leading a team; experience leading staff located at multiple worksites or campuses preferred; experience managing vendor relationships, assuring contract deliverables and compliance to university standards; PMP certification; CTS certification. Certification in computer applications.  Experience in building relationships with people at a variety of levels. Experience with project management. Experience with e-commerce a plus (for business development). Event coordination and/or venue management. Film and/or theatre background. Strong background in AV hardware and software support. Strong technical skills in Information Technology. Excellent written and verbal communication skills. Excellent organizational and interpersonal skills needed to work effectively with a wide variety of internal and external resources. Excellent decision-making skills and ability to work under pressure. Experience in following emerging trends in technology. Expertise in the use of major project management and collaboration software, including MS Project, Asana, MS Office, email, calendaring, and emerging collaboration tools (wikis, Google Apps, web conferencing, etc.).

Qualified individuals should be able to articulate a strong commitment to diversity, and have the ability to work effectively with individuals from different backgrounds.

Offers of employment are contingent upon successful completion of a criminal, education, and employment screening. Qualified individuals with criminal histories will be considered for employment in compliance with applicable laws.

This is a Regular, Nonexempt, 40 hour per week position.

Salary:  Commensurate with experience.

Advertised: Pacific Standard Time
Applications close:

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