AV Services Campus Coordinator

Tufts University

Tufts University

IT · Full-time
Medford, MA, USA
Posted on Thursday, January 26, 2023


Tufts Technology Services (TTS) is a university-wide service organization committed to delivering technology solutions in support of Tufts’ mission of teaching, learning, research, innovation, and sustainability. With staff across all of Tufts’ campuses, as well as a 24x7 IT Service Desk, we collaborate with schools and divisions to meet the demands of a global, mobile community. We promote a collaborative, flexible work environment, embrace diversity and inclusion, and encourage personal and professional development. Learn more about TTS on our website.

What You'll Do

The AV Services Campus Coordinator is responsible for the efficient and effective deployment of AV resources for the assigned Tufts campus(es). The position serves as the primary point of contact for service incidents, requests, and customer consulting.

Responsibilities include:

  • Work closely with the AV Operations Manager to fulfill day-to-day priorities with the team of AV technicians
  • Ensure resources are made available to deliver a high level of customer satisfaction, pertaining to the timeliness and quality of AV services provided
  • Serve as a dispatcher for incoming service requests / incidents; provide Tier 1 and 2 support response
  • Coordinate the use of personnel and equipment resources for preventative maintenance and new installations; provide professional expertise and consultation
  • Participate in periodic on-campus and remote project work to implement upgrades to spaces; deploy new and enhanced multimedia services to the Tufts community
  • Manage and coordinate other administrative aspects of the AV Services unit
  • Apply knowledge and ensure compliance with University and industry standards for security, privacy, and accessibility

What We're Looking For

Basic Requirements:

  • Knowledge and experience typically acquired through a High School diploma and 2+ years of experience in the direct delivery of IT and AV/multimedia support services
  • Experience in live Audio Visual events such as Hotel and Conference Center helpful
  • Certified as an AVIXA-Recognized AV Technologist Certificate or ability to obtain certification within three month probationary period
  • Experience with Zoom and MS Teams
  • Experience managing incidents and service requests via online tracking system, using ServiceNow
  • Experience maintaining and supporting fixed-installation AV systems
  • Experience delivering Tier 1-2 desktop support to end-users in a mixed Windows and Mac environment
  • Strong technical troubleshooting and resolution skills
  • Strong research and analytical skills for more complex issues/problems
  • Proven ability to perform well under stress when confronted with critical or unusual customer situations, with demonstrated use of judgment as to when to escalate difficult situations or seek guidance

Preferred Qualifications:

  • Associates/Bachelor’s degree
  • CTS certification
  • Basic working knowledge of desktop security/networking and standards
  • Working knowledge of local area networks and network administration
  • Experience with Service Now, Extron Global Viewer Enterprise, EMS
  • Experience with video/audio recording, capture and editing, web streaming and video recording technologies and support
  • Experience performing minor repairs on media presentation and production equipment
  • Experience with Extron and Crestron systems

Special Work Schedule Requirements:

  • This position requires the ability to travel between Tufts four campuses
  • May be required to work additional hours when under periods of high call volume or confronted with urgent, critical, or unusual situations that require additional time to troubleshoot and resolve
  • The ability to share in a 24x7x365 on-call rotation; provide support outside of normal business hours, as needed, while on-call and for planned maintenance events
  • This job involves tasks performed in an on-campus working environment
Tufts University is an equal opportunity employer.