Department: Kellogg Information Systems Salary/Grade: ITS/76
Under direct supervision, the AV Systems Engineer Associate will be responsible for AV services support, AV technical support, and videoconferencing support in defined technology enhanced classrooms and learning spaces for Kellogg School of Management. The AV Systems Engineer Associate will provide basic training for faculty and other end users for classroom facilities. Candidate must demonstrate the ability to carry out careful quality assurance assessments and report on results clearly and concisely. Candidate will develop and upkeep both in-room and on-line documentation. Candidate should have strong technical background demonstrating ability to diagnose and resolve technical issues independently. Candidate must have clear skills in teamwork.
Responds to escalated hotline (7-2200) requests for immediate assistance and service requests across all lines of support in Kellogg Information Systems (KIS) delivery locations. Coordinate and resolve escalated to other units.Support includes doing routine diagnostic functions and defined maintenance actions. Monitors via a network management system and takes appropriate corrective action with workarounds and permanent solutions on daily basis in supported spaces.
Responsible for service coordination, delivery and quality assurance for AV support, classroom computer support, video conferencing support, lecture capture support, and events support in KISdelivery locations (auditorium, Gies plaza, classrooms, seminars, and conference and study group rooms). Training contractor workers, creation and management of Standard Operating Procedures (SOPs) and Internal KB articles, and the providing key functions for operational readiness have been provided by this position. This position is critical in establishing and performing Incident Management, Service Optimization, Change Management, and Problem Management functions and tasks.
Responsible for assurance of operational readiness for KIS delivery locations.Functions include certification of new and upgraded service locations as ready. Support includes routine diagnostic functions and defined maintenance actions for technology.Monitors and takes appropriate corrective action for security of supported systems and the network. Takes active role in maintaining best practices in room design and technology implementation for long term support and ease of use. Helps 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 Kellogg's videoconferencing facility activities. This includes advance conference needs assessment and connections tests, in-conference assistance, user training and troubleshooting.
Responsible for the basic training and orientations for any supported technology enhanced classroom or videoconferencing facility; this includes individual training sessions as needed for faculty and guest lecturers.
Supports webcasting and special events as needed. This includes advance troubleshooting and same day venue support.
Performs other duties as assigned.
A bachelor's degree in an analytical field or the equivalent combination of education, training and experience from which comparable skills can be acquired.
One year related professional experience in the AV industry:
One year demonstrated knowledge of video conferencing systems (CISCO) and technical proficiency in computing and networking technologies (Windows and Apple OS, Vidyo or Link,).
One year demonstrated experience with Crestron products (or comparable).Understanding of Crestron's Fusion control.
One year demonstrated knowledge of various forms of distance collaboration tools, such as videoconferencing, desktop sharing, web conferencing, etc.
One year demonstrated experience in trouble shooting VC and AV system problems under pressure.
Must be able to work closely with student and contractor employees.
Minimum Competencies: (Skills, knowledge, and abilities.)
Communication-Oral and Written
Ability to manage multiple tasks while maintaining focus and understanding with tasks have been assigned priority
Preferred Qualifications: (Education and experience)
3- Years related professional experience with AV systems support.
One year experience with Crestron programming and use of Crestron toolbox and related control systems
Experience working in a higher education environment.
EVERTZ/ Video over IP
Dante/ Audio over IP
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: 36855
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.