Senior Event Technician, Mountain AV

Duties

• Training and Support:
  • Responsible for providing high-quality support on arena technology hardware, software products, and audio-visual equipment. Configures and operates audio-visual, broadcasting, and live event-related equipment.
  • Troubleshoots problems using scripts and checklists as guides, escalating issues when necessary.
  • Works with basic infrastructure products. Researches trouble issues with guidance from others, documents problem statuses and resolutions in the tracking log, and alerts team members about recurring problems.
  • Provides on-the-spot training to clients. Participates in integration testing.
  • Supports events that occur during normal business hours, after hours, and/or weekends.
  • Documents solutions to common problems and responses to frequently asked questions.
  • Is aware of service level agreement targets, takes steps to meet or exceed requirements, and explains service procedures to clients.
  • Provides input during project planning and requirements phases.
• Communication and Relationships:
  • Represents Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders.
  • Develops and maintains strong partnerships with campus personnel and departments, as well as with external vendors and service providers, to assure current and future operational success.
  • Builds relationships with individual clients, including faculty, staff, students, and executives.
  • Identifies client service improvements and shares success stories with clients and team members.
• Data, Analysis, and Documentation:
  • Helps maintain team operations handbook, training manuals, and guides.
  • Consistently and reliably creates service tickets for each service provided, monitors and tracks assigned tickets, documents resolutions and troubleshooting notes, and provides and documents timely and detailed communication with stakeholders.
  • Identifies process improvements based on review of support tickets, feedback from peers and constituents, and reflection of completed tasks and duties.
  • Works with supervisor to investigate the feasibility and implementation of process, procedure, service, and/or system improvements.
• Administration:
  • Reviews and submits regular, timely, and complete paperwork and processes, such as status reports, bi-weekly or monthly timesheets, assessments for mid-year and annual reviews, and other routine IT and University practices.
  • Coordinates the scheduling of technology resources and resolves conflicts arising from demand exceeding available resources. Maintains supplies.
  • Keeps personal, team, and shared work spaces clean and organized.
• Collaboration:
  • Provides backup support and assistance to other team members.
  • Collaborates with co-workers and University colleagues on departmental, division-wide, and institutional projects.
  • Shares process information and makes informal recommendations on how to improve processes and overall job execution within the team/department.
• Professional Development:
  • Attends training sessions, vendor presentations, user group meetings, conferences, and seminars.
  • Engages regularly in individual professional development-related activities to remain current with industry technology trends and work processes.
• Volunteers to undertake tasks that stretch the employee's capabilities.
• Serves on various committees within the Information Technology division. Participates in external University committees.
• Performs other duties as assigned.
• Understands and supports the Christian mission of the University.
• Upholds the University mission through team, location, atmosphere, and work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

• Bachelor's degree with some courses in technology, business, education, graphic design, or information design.
• Two (2) or more years of experience supporting a variety of high-profile live events.
• One (1) or more years of experience working flexible hours including…