Act as primary point of contact for clients requesting class, meeting, and event support. Ensure all inquiries receive appropriate response, resolution, and/or escalation. Dispatch staff, student employees, and equipment for both regular oprational activity and unplanned incidents. Assist the management team with preparing planned events and requests. Use tools and systems to coordinate all necessary resources and maintain accurate inventory. Handle all aspects of department billing including but not limited to, creating client quotes, initiating the billing process and processing and posting payments as well as providing detailed reports and reconcilations to the management team as needed. Provide intermediate support, troubleshooting, documentation and training for a wide variety of established and emerging technology systems and services on campus such as learning management, audience response, PC and Mac hardware and software, Unified Communications, audio/visual control, lecture capture, video streaming, web casting, and video recording and production equipment, with a focus on best in class support for faculty and staff in classes, meetings, and events. This position may entail being on call and working evening, weekend, and/or holiday hours, as needed.
B.A./B.S. required. Three to five years working experience. Certified Technology Specialist (CTS) certification(s) preferred. Must hold a valid driver's license. Must be able to lift moderately heavy equipment (up to 50 pounds). Technical Expertise: Experience with lecture capture technology (Echo360 experience preferred). Equipment expertise includes LCD and/or DLP projectors, visual presenters, audio amplifiers and mixers, various audio and video switching devices and electronic control systems. Experience with sound reinforcement and lighting set ups. Experience maintaining and programming Crestron and Extron systems and equipment. Working knowledge of video streaming platforms, video network delivery methods, video presentation layers and technologies, video streaming protocols (i.e. RTP, UDP, RTSP, HLS, RTMP, MPEG-DASH), and video codecs (i.e. H.264, MPEG2, vp8, ProRes) required. Knowledge of TCP/IP LAN/wireless networking principles and application protocols, i.e. HTTP, HTTPS, SMTP and FTP Working knowledge of media management systems such as Kaltura. Experience supporting computer hardware and software, including Windows and OS X operating systems, desktop business applications, various specialized applications, peripherals, and mobile devices.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.
Internal Number: 5682/ist
About Boston University
Boston University is no small operation. With over 33,000 undergraduate and graduate students from more than 140 countries, 10,000 faculty and staff, 16 schools and colleges, and 250 fields of study, our two campuses are always humming.
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