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Audio/Visual Media and Technology Service Support Manager - Broadcast & Distance Lrng

Employer
Gwinnett County Public Schools
Location
Suwanee, GA, US
Salary
Competitive

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Position Type:
Oth Classified Support Person/ A/V Media and Tech Svc Sppt Mgr

Date Posted:
2/26/2019

Location:
Instructional Support Center

Job Code: A/V Media and Tech Svc Sppt Mgr - 030001 Standard Hours: 40 Department: Broadcast & Distance Lrng - 202225 Empl Class: NA Minimum Salary: $48,493.00/Annually

Maximum Salary: $74,578.00/Annually

Scheduled Days: 246

Target Openings: 1

   License and Certification Qualifications: None required.

Education Qualifications: High school diploma or equivalent required. Associate's or bachelor's degree in related field preferred.

Experience Qualifications: Five years management experience in a technical customer service and support setting required. AV (audiovisual), media, or broadcast technical repair services experience preferred.

Skills Qualifications: Ability to keep detailed, accurate service and financial records; ability to communicate orally and in writing with internal and external customers in an effective and tactful manner; strong organizational skills with the ability to manage multiple projects; effective written communication skills; operational knowledge of computers, printers, AV equipment, electronic communications, word processing, spreadsheet, and database software; and knowledge of system inventory controls and procedures.

Primary Responsibilities: Manage the delivery of effective and efficient repair service and support throughout the school system, while continually improving the internal processes and procedures in an effort to reduce costs and increase the resolution rate for incidents and issues reported to the Information Management and Technology (IMT) help desk. Manage private contractors and vendors as assigned and complete tasks and projects on time and within budget requirements.

1. Analyze, review, and determine service, repair, and maintenance strategies that ensure local schools, classrooms, school-wide and district AV media technology equipment are in working order.
a. Review, analyze and report on data from outside and internal service reports and records from previous months/years, from outside service provider's contracts and invoices, and from current in-house repair records.

2. Work with department, school, and IMT technical teams to identify work flow and support procedures for all new and replacement AV media technologies deployed throughout the system.
a. Determine escalation process for in and out of warranty AV media technologies to ensure a high level of support and resolution.

3. Communicate through e-mail, over the phone, and in person with local school customers (TSTs, LSTCs, media specialists, teachers, and administrators) to discuss and determine if AV media needs are being met and if further actions are required to respond to critical incidents or issues.
a. Attend to work flow, incident turnaround time, and overall perceptions of the quality of AV media repair and service for your customers and their needs.
b. Analyze the repair workflow necessary to be able to respond to customers in a positive and professional manner. 4. Manage pickup, delivery, and inventory controls of all system AV media technology items as it pertains to support needs and requests, and district asset management policies.
5. Prepare forecasts for current and future budget needs, provide supervisor with monthly budget reviews, and prepare schedules and assignments with staff and contractors for AV media district projects and day-to-day support and services.
a. Develop systems and solutions to keep records so accurate data is available to forecast budgets and services.

6. Repair, diagnose, and troubleshoot AV classroom and school-wide media technology equipment on bench as required for AV media district projects and day to day support and services.
7. Attend and develop staff development opportunities with staff.
a. Keep current on existing equipment and review changes in AV technologies.
b. Read technology literature and communicate regularly with vendors, manufacturers, and other large school district AV media technology repair offices .

8. Perform other duties as assigned.

Physical Demands:
While performing the duties of this job, the employee is frequently required to sit for extended periods of time. The employee is also required to talk, hear, stand, and walk. The employee may be required to use hands to finger, handle, feel, and/or reach. The employee is required to stoop, kneel, or crouch. The employee must be able to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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