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A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

LSA Instructional Support Services is looking for an enthusiastic and highly motivated individual to support faculty, staff and students with instructional technology in the College of LSA.  Individuals in this position would support and consult on events held on the University of Michigan’s Central Campus involving various video services.

Responsibilities*

Primary areas of job responsibility are:

30% Video Services Consultation and Coordination

25% Organization

20% Tracking and Reporting

10% Supervisory Duties

10% Technology Advancement

5% Unit Staff Assistance

 

30% Video Services Consultation and coordination:

Primary point of contact for all incoming video service requests, Provide service-oriented high quality customer service to faculty, staff and patrons. Provide Consultations as necessary with  faculty, staff and patrons to determine the video service that best suits patrons needs through information gathering via phone calls, emails, and meetings, Collaborates with ISS video service team to decide best solution for ISS taking into consideration staffing time, equipment availability etc..  Set meetings with appropriate ISS staff and faculty/patron to discuss planning of video event, Consult with patrons regarding all video needs; assist callers, walk-in patrons and colleagues in resolving issues, answer questions, and triage requests for all video needs. Coordination and communication with the various ISS units regarding placement of requests. Use considerable knowledge of video production equipment and technology to determine best video service for patron need.

  • Video Conferencing
  • Lecture Capture
  • Live Event Recording
  • Produced Video
  • Streaming
  • Digitization

Communicate with the ISS units responsible for servicing video request and facilitate concise and diplomatic communication between ISS units.Technical consultation with ISS video service staff to ensure efficiency and accuracy to fulfill request. Consult with video managers and staff to create processes and procedures.

25% Organization of Video Projects/Events:

Communicate and coordinate with colleagues on projects and technologies in team meetings, participate on video sets to evaluate efficiency and consult/assist video staff, help determine appropriate technologies and expansion of video services, Make sure appropriate ISS unit(s) involved of execution of service, coordinate with ISS Operations Scheduling Coordinator to assign the correct ISS video service staff to patron request, open lines of communication between patron and video technician, reinforce communication to ensure patron satisfaction, organize staff responsibilities between ISS video services, moderate/lead discussions about current and future video events, wider communication with other departments and third party vendors to streamline the process of working together

20% Tracking and Reporting:

Follow up with ISS video staff to ensure accurate and expedited completion of service, workflow refinement, oversight of current processes and implementation of improved process development, process adherence, provide tracking data to special events administrative coordinator as necessary, work with ISS Operations Technician and administrative coordinator on implementation and updating work processing and data tracking software, reporting to video managers on status of video events

10% Technology Advancement and Industry Standards:

Research and report on best practices in video technologies and education, increase knowledge base on professional standards in the industry, training opportunities, design and deliver training to staff, evaluate video shoots to determine problem areas and implement ways to improve, team building, Implementation and expansion of video technologies and services

5% Unit Staff Assistance/Support:

Assist Special Events Coordinator when applicable, assist office staff with special projects and help direct questions regarding video technology, assistance with conferences such as NTI as necessary, special projects for leadership as requested

Required Qualifications*

  • Bachelor’s degree or equivalent experience
  • Experience with performance support
  • Considerable experience with and knowledge operating complex audio-visual and computer based technologies
  • Experience in operating video and data projector systems and media control systems
  • Familiarity with Macintosh and Windows operating systems
  • Exceptional customer service skills
  • Strong analytical skills: ability to troubleshoot equipment, connection and software problems
  • Excellent organizational, communication and interpersonal skills
  • History of demonstrated strong interpersonal and positive communication skills
  • Ability to interact positively with a very diverse community of faculty, students, and staff
  • Experience and enthusiasm for customer service and helping people
  • Demonstrated ability to work under tight deadlines and motivate others under tight deadlines
  • Ability to analyze a situation quickly and create solutions aligned with unit policies, to ensure effective classroom/conference room experience for students, staff and faculty
  • Ability to handle stressful situations with grace and tact
  • Ability to work well without direct supervision
  • Ability to work well in teams
  • Reasonably comfortable with working in enclosed spaces in the vicinity of numerous electronic components

Desired Qualifications*

Experience working with faculty, staff, and students in a university environment.

Additional Information

The College of Literature, Science, and the Arts seeks to recruit and retain a diverse workforce as a reflection of our commitments to serve the diverse people of Michigan, fulfill the College’s Guiding Principles, and sustain the excellence of LSA.  

To learn more about diversity, equity, and inclusion visit http://lsa.umich.edu/lsa/about/diversity--equity-and-inclusion.html

To learn more about LSA’s Guiding Principles visit http://lsa.umich.edu/lsa/faculty-staff/human-resources/lsa-staff-guiding-principles.html

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks.  Background checks will be performed in compliance with the Fair Credit Reporting Act.

Mission Statement

The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future.  The University of Michigan is committed to foster learning, creativity and productivity, and to support the vigorous exchange of ideas and information, not only in the classroom but in the workplace by: 

  • Creating a work environment in which people treat each other with respect and dignity, regardless of roles, responsibilities or differences. 
  • Providing support, direction and resources enabling us to accomplish the responsibilities of our jobs and to reach the goals that are set for professional and personal growth.

Application Deadline

Job openings are posted for a minimum of seven calendar days.  This job may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.