Information Technology (IT) supports the University's vision, values, mission, and goals by providing IT infrastructure, systems, administrative applications, academic resources, and related services to faculty, students, and staff. Embracing DU’s Impact 2025, the division partners with administrative and academic units to align strategic goals and operational plans, providing unified service in the spirit of “One DU”.

Department Summary

The Digital Media Services Department, located within the Anderson Academic Commons, provides customer focused support for audio, digital, and visual technology resources campus-wide, at the University of Denver, which includes: general and a variety of non-general classrooms, audio visual event resources and requests, video production services, video streaming for live events, audio visual services for commencement, video teleconferencing, audio visual design consultation services, and senior level and board of trustee meetings on and off campus.

Position Summary

Reporting to the Senior Manager of IT Customer Services, this position works closely with University customers, IT technicians, and AV vendors to manage and evaluate audiovisual systems. Designs are typically targeted to classrooms, event locations, video teleconferencing meeting spaces, and presentation rooms, for applications, including presentations, video/audio conferencing, digital signage, streaming video, and media control centers. Maintenance of current AV and VTC systems used by high-ranking University officials is a priority, along with dedication to positive customer support. The position requires the technician to remain current with industry best practices and participate within a team environment. This position possesses an understanding of established procedures and has the ability to resolve complex issues; applies skills and knowledge in multiple functions.

Essential Functions

• Engage in user, system, and support requirements to provide design and recommendations as they relate to AV systems. Install audio, video, and data conferencing solutions using interface components such as Crestron, Extron, or AMX. Research and recommend equipment purchases to maintain or increase the capacity of operations. Determine equipment requirements and cost analyses for new installations with a complexity level from simple to broad. Install and configure VTC codec equipment, such as Tandberg, Cisco, and Polycom. All-inclusive support of desktop or room-based VTC suites and IP conferencing architectures. Install, test, and maintain new or current AV and network infrastructure consisting of Cat5/6, fiber, digital video cables, analog video cables, and audio cables. Create single-line drawings of Audio Visual systems, equipment layouts, elevations, and mounting details.
• Supports Event & Classroom Services to help provide device and AV network functionality. Configures and deploys hardware related to Crestron Fusion. Troubleshoots network application problems related to Crestron room schedulers, network connection problems, both internal and external, for all campus AV devices, and hosted environment problems as related to our cloud applications and services. Maintains and assists with client alerting systems and support. Performs site surveys to manage the deployment of AV devices on a wireless network. Actively maintains data reports and metrics as related to the AV network and all devices connecting. Conducts validation of Service Now ticket information to ensure completeness and accuracy. Creates and updates written processes for services provided.
• Upgrade current software and hardware already in operation. Manage schedule and perform maintenance on equipment in a timely manner. Troubleshooting and testing of steaming systems and equipment (Level 3 support). Create and maintain customization documentation for testing and validation of AV and VTC systems.
• Provide customer service and technical assistance to patrons using University classroom equipment over the phone and on-site.
• Perform basic repairs and log problems in the ticketing system.
• Provides backup support for all units within the IT Customer Services department.
• Participates as a member of the departments team structure and performs other duties as assigned.
• Set up, test, and operate A/V equipment, taking into account the acoustics of the room.
• Mixing, regulating, and coordinating sound inputs.
• Instruct faculty, staff, and students in the operations of A/V equipment, including LCD projectors, document cameras, DVD/Blu-Ray players, flat-screen monitors, mixers, microphones, laptops, and computers.
• Provide customer service and technical assistance to patrons using University classroom equipment over the phone and on-site.
• Take on high-level troubleshooting presented by Digital Media Technician II employees.
• Escalate troubleshooting issues to the Manager and vendors.
• Maintain equipment on a routine basis.
• Perform periodic inventories as needed.
• Maintains an inventory of event equipment, software, and materials.
• Maintains an aging schedule for equipment rotation.
• Works in collaboration with university faculty, staff, students, and the DU community to provide services, complement existing services, enhance new services, and envision future technologies to introduce to the DU community. Determines department priorities based on needs assessment and direction from the Senior Manager of Digital Media Services.
• Provide excellent communication, both internally with the team and management, as well as externally with the customers. Demonstrate strong organizational, analytical, and problem-solving skills in order to evaluate situations, make recommendations, and take prompt, effective corrective action.

Supervisory Duties:

• Supervision of 1 to 3 hourly, non-benefitted employees, which could include student hourly and work-study

Knowledge, Skills, and Abilities

• Strong verbal and interpersonal communication skills.
• Must be able to communicate with diplomacy, tact, and judgment, both in person and on the telephone.
• Must be able to provide a high level of customer service.
• Must be able to analyze, troubleshoot, organize work, set priorities, and develop possible solutions for problems.
• Ability to prioritize work requests, manage projects, and be able to concentrate and not be distracted while performing tasks.
• Good organizational skills, punctuality, and dependability.
• Must be able to interact with all members of the University community
• Must be able to perform well under pressure and be able to change behavior in relation to others actions.

Required Qualifications

• Bachelor’s Degree and/or 5 years’ work experience or equivalent experience
• Prior experience working with audio-visual, video, and computer equipment
• Prior customer service experience
• Prior management experience

Preferred Qualifications

• 5 years’ experience with media center, audio visual, video, and computer equipment, preferably in a college or university environment
• Knowledge of audio and video routing and mixers, along with an understanding of the concepts of analog and digital video transmission and interoperability
• Knowledge of Microsoft Project and/or Visio is a plus
• Preferred experience in Crestron programming

Working Environment

• The work environment is a university with cyclical periods of increased workloads, with the possibility of moderate to high stress levels.
• The department is highly automated with attention paid to ergonomics and safety.
• The unit is one of several working collaboratively and cooperatively in a team-based organization.
• The position may require working irregular hours, including both weekends and evenings.
• The work environment consists of surroundings with moderate noise levels and frequent contact with electrical devices.

Physical Activities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, which include:

• Ability to work in front of a computer for an extended period of time.
• Stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; teach with hands and arms; climb stairs; balance; stoop, kneel, crouch, and crawl under desks/tables to troubleshoot cables and network connections; talk or hear; walk up flights of stairs.
• The employee must occasionally lift and/or move up to 50 pounds.

Work Schedule

Monday - Friday, 8:00 a.m. - 4:30 p.m. evenings & weekends as needed.

Application Deadline

For consideration, please submit your application materials by 4:00 p.m. (MST) August 21, 2025.

Special Instructions

Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Grade Number

The salary grade for the position is 10.

Salary Range

The salary range for this position is $63,000 - $65,000.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

Benefits

The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:

1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital, family, or parental status, pregnancy or related conditions, national origin, disability, or status as a protected veteran. The University of Denver does not discriminate and prohibits discrimination on the basis of race, color, national origin, ancestry, age, religion, creed, disability, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital family, and parental status, pregnancy, genetic information, military enlistment, or veteran status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the University’s educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; the Americans with Disabilities Act; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; the Equal Pay Act; the Colorado Equal Pay for Equal Work Act; the Colorado Protecting Opportunities and Worker's Rights ("POWR") Act; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For more information, please see the University of Denver's Non‑Discrimination‑Statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.