Reporting to Service Manager for Multimedia Technologies, the Infrastructure Specialist for Multimedia Technologies is responsible for multimedia platforms, products, and services supporting academic programs, professional education, and business units. The role involves considerable technical and analytical skillsets capable of supporting video capture, editing post-production, and video platform administration. The infrastructure specialist is capable of recording audio and video in a variety of settings to support the functional requirements of the user community. The position is directly responsible for troubleshooting, incident resolution, vendor engagement, and related efforts contributing to multimedia usage across HGSE. The Infrastructure Specialist for Multimedia Technologies is a subject matter expert capable of training and instructing service desk support technicians in the use of basic classroom multimedia services. This position has direct responsibilities for supporting the HGSE Video Studio and is capable of organizing and executing professional grade recording activities to support the needs of the community.
DUTIES AND RESPONSIBILITIES: Operations and Maintenance Activities
Direct support for multimedia recordings in the classroom and related academic and instructional activities.
Direct support for multimedia recordings required for HGSE events and special functions to include in-studio and field production
Provides oversight for HGSE lecture capture systems; ensuring recordings are properly scheduled, activated, and published consistent with the requirements of the faculty and teaching team.
Provides direct support for video and web conferencing requests to include Cisco WebEx, Adobe Connect, and others as defined by the Multimedia Technologies Service Owner.
Supports upkeep and maintenance of all hardware related to multimedia capture and post-production.
Manages multimedia content to include encoding, uploading, and delivery options.
Partners with operations and infrastructure teams to share current experiences and contributes to strategic discussions and future investments.
Maintains awareness of Service Level Agreements and ensures vendors are providing service and products consistent with contracts and purchasing agreements.
Understands and executes escalation protocols for service issues that cannot be resolved by the service operations team. Communicates issues to Harvard University IT Digital Video Services, HGSE Service Owners and others for resolution.
Ensures the HGSE service center team is appropriately trained and skilled at supporting basic support activities.
Maintains metrics and key performance indicators related to service delivery.
Identifies new trends in multimedia technologies and makes recommendations for proof-of-concept, prototype, and pilot initiatives.
Collaborates with partners across Harvard to maintain awareness of new initiatives and innovative efforts surrounding digital video services.
Evaluates extended lifecycle costs and sustainability of video storage solutions and related architectures
Supports and trains information technology support specialists, temporary staff, and student workers.
Salary Grade: 056
Union: 55 - Hvd Union Cler & Tech Workers
5+ years' directly related experience in multimedia services and production
Must be able to work additional hours during peak periods.
Undergraduate degree in information science, instructional technology or related field.
Excellent communication, presentation, and customer service skills.
Excellent writing/documentation skills.
Demonstrated training ability.
Demonstrated ability to work collaboratively as a member of a team.
Ability to manage competing projects, tasks, and priorities with minimal supervision.
Demonstrated skills / experience in the following technical areas:
Video editing and production tools (e.g., Apple Final Cut Pro)
Office productivity applications
Ability to learn and master new technologies as needed.
Experience with multimedia production and design
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Internal Number: 48886BR
About Harvard University Graduate School of Education
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.