Multimedia Technology Support Specialist

The Multimedia Technology Support Specialist is responsible for providing comprehensive audio-visual support for classroom activities, departmental functions, and routine meetings and events across two campuses. This position is part of the Network, Communications, and Infrastructure group within Information Technology Services and interacts with all members of the university community via phone, email, walk-up, and office visit support. The Multimedia Technology Support Specialist serves as a hands-on technical resource focused exclusively on audio-visual systems and signal distribution, ensuring that A/V infrastructure operates reliably and effectively to support teaching, learning, and institutional operations. This role does not include support for classroom computers, end-user software, or general desktop IT issues, which are handled by other ITS teams. Technical experience includes basic network troubleshooting skills, conference call and webinar setup and support, understanding of signal flow and distribution, and familiarization with various A/V systems and technologies is essential to success in this role. This is an on-site position located on our Portland, Maine campus. About The University of New England UNE is Maine's largest private university, with two beautiful coastal campuses in Maine, a one-of-a-kind study-abroad campus in Tangier, Morocco, and an array of flexible online offerings. In an uncommonly welcoming and supportive community, we offer hands-on learning, empowering students to positively impact a world full of challenges. We are the state's top provider of health professionals and home to Maine's only medical and dental colleges, a variety of other interprofessionally aligned health care programs, and nationally recognized programs in the marine sciences, the natural and social sciences, business, the humanities, and the arts. Benefits Overview Multiple health and dental plan options, plus vision coverage. Up to 8% retirement plan match. Generous leave time, including vacation, sick, and personal time, and 12+ holidays per year. Educational benefits : UNE tuition waiver for employees, spouses, and domestic partners For more information about our outstanding benefits, please visit: UNE Benefits Overview Responsibilities Classroom A/V Systems Support and Maintenance Provide orientations and training for faculty and staff on classroom A/V equipment, including projectors, displays, microphones, document cameras, and A/V control panels, ensuring users are confident and self-sufficient with available A/V tools. Analyze, troubleshoot, and resolve issues with classroom A/V equipment such as projectors, displays, document cameras, A/V controllers and switches, signal distribution systems, and audio systems. Coordinate with desktop support teams when issues involve classroom computers or software. Perform regular and pre-semester health checks on all classroom A/V systems, identifying areas needing equipment updates, repairs, or replacements. Assist with classroom A/V upgrades, including installation, configuration, and testing of new A/V equipment, cabling, and signal distribution systems. Ensure A/V systems comply with institutional cybersecurity policies, including device hardening, network segmentation, and identity-based access controls where applicable. Conference Call, Webinar, and Event A/V Support Set up, operate, and support audio-visual equipment for conference calls, webinars, video conferences, and special events across both campuses. Coordinate with event organizers and departmental staff to determine A/V requirements, prepare equipment, and provide on-site technical support during events. Troubleshoot connectivity and audio/video quality issues during live events and conference calls, ensuring minimal disruption to participants. Maintain and support video conferencing platforms and collaboration tools used by the university community, including Zoom, Microsoft Teams, and similar technologies. Documentation, Inventory, and Technology Research Create and maintain documentation for A/V training materials, troubleshooting guides, and standard operating procedures. Create and maintain an organized inventory of backup equipment to support existing classroom and event A/V infrastructure. Research new A/V technologies, products, and industry best practices; make recommendations to the University Technology Director for equipment upgrades and improvements. Perform network troubleshooting related to A/V systems in coordination with the Network, Communications, and Infrastructure team, including diagnosing connectivity issues with networked projectors, displays, streaming devices, and A/V-over-IP systems. Assist in lifecycle planning, budgeting, and replacement strategies for A/V equipment. Network and Infrastructure Coordination Coordinate with the Network, Communications, and Infrastructure team on A/V network requirements, VLAN configurations, bandwidth needs, and port activations for A/V equipment. Support the installation, termination, and testing of A/V cabling infrastructure, including HDMI, HDBaseT, Cat6, and fiber optic runs, in alignment with campus infrastructure standards. Participate in infrastructure planning for new construction and renovation projects, providing A/V requirements and specifications to the infrastructure team. Ensure A/V systems conform to campus network security policies, device management standards, and infrastructure change management processes. Customer Service and Campus Collaboration Provide prompt, courteous, and professional technical support to faculty, staff, and students via phone, email, walk-up, and office visit interactions. Work collaboratively with Network, Communications, and Infrastructure team members and other ITS staff across both campuses to ensure consistent A/V service delivery and shared knowledge of equipment and procedures. Communicate effectively with non-technical users, translating complex A/V issues into clear language and guiding users through solutions. Escalate complex technical issues to senior IT staff or external vendors as appropriate, and follow up to ensure timely resolution. Manage and track all A/V incidents and service requests through the institutional ticketing system, ensuring timely resolution and documentation. Meet defined service levels (SLAs) for classroom readiness and event support. Other duties as assigned Qualifications Bachelor's degree preferred, or a combination of four years of experience and education supporting A/V and media technology. Basic understanding of network fundamentals, including IP addressing, DHCP, VLANs, and wired/wireless connectivity as related to networked A/V systems and infrastructure. Basic understanding of A/V signal flow, cabling standards (HDMI, HDBaseT, Cat6, fiber), and signal distribution concepts. Outstanding customer service skills with a patient, professional demeanor when working with users of varying technical abilities. Excellent troubleshooting skills with the ability to diagnose and resolve A/V hardware, signal, and connectivity issues in a timely manner. Excellent written and verbal communication skills. Hands-on experience with projectors, displays, A/V control systems, audio equipment, video conferencing systems, cabling infrastructure, and signal distribution equipment. Ability to work effectively both independently and as part of a team in a fast-paced, service-oriented environment. Strong organizational skills with the ability to manage multiple priorities, maintain detailed records, and follow through on tasks. Preferred Qualifications Extron A/V Associate certification. CTS (Certified Technology Specialist) certification from AVIXA. Experience supporting A/V systems in a higher education or similarly complex institutional environment. Familiarity with Crestron, Extron, or similar A/V control system platforms. Experience with digital signage systems and content management for display networks. Knowledge of audio system design principles, including microphone types, speaker placement, and acoustic considerations for classrooms and event spaces. Experience with streaming technologies and lecture capture systems. Experience with A/V-over-IP systems (such as Dante, AES67, or NDI) and networked audio/video distribution. CompTIA Network+ certification or equivalent networking knowledge. EEO Statement Summary Consistent with federal and state law and University policy, the University of New England is committed to the fundamental concept of equal opportunity for all of the members of the University community. The University prohibits, and will not tolerate, discrimination in employment, the provision of academic services or in any other area of University life based on race, color, sex, physical or mental disability, religion, age, ancestry, national origin, sexual orientation, gender identity and/or expression, ethnicity, genetic information, HIV status, or status as a veteran. Prohibited bias factors should not motivate decisions regarding students, employees, applicants for admission, applicants for employment, contractors, volunteers or participants in and/or users of institutional programs, services, and activities. Vaccination Statement (PLEASE NOTE) Employees in clinical settings must meet the State of Maine's immunization requirements for clinical activity. Additional Note This position is not eligible for H-1B visa sponsorship.