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USC School of Cinematic Arts

Los Angeles, California - United States
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Technical Support Supervisor

Description


USC’s School of Cinematic Arts is seeking a Technical Support Supervisor to join its Creative Technology team. USC's School of Cinematic Arts is considered one of the premier film schools in the country and works on the cutting edge of technology in media production and post-production.

The Technical Support Supervisor oversees staff and student workers who support faculty, students, and staff in the school’s labs, classrooms, and theatres. The candidate must be an excellent communicator with a proven track record of building strong relationships with end-users and stakeholders while managing expectations in the entertainment industry or a related academic setting. The position requires experience in personnel management, budgeting, and technical support and is responsible for actively analyzing and directing the team’s efficiency.

This position is responsible for the day-to-day support and management of workstations, software, peripherals, and A/V equipment including Tier 1 and Tier 2 troubleshooting, break/fix, deployment, inventory, repairs, user accounts, and general maintenance. The supervisor should possess the technical knowledge to resolve the most complex technical issues and serves as an advanced user for multiple media production software packages such as Avid, Maya, Nuke, Adobe Creative Cloud, and Unity. This role is also responsible for guiding user documentation regarding technical aspects of the facility, software, and workflows.

Responsibilities:

·      Manages specialized computer and software technical support activities covering consulting, planning, documentation and end-user training.

·      Directly supervises all assigned subordinate staff. Recruits, screens, hires, and trains staff, as needed. Directly and/or indirectly supervises all student workers within group.

·      Manages budget for student workers, materials, and supplies.

·      Supports and manages classroom and lab workstations, peripherals, and A/V equipment, including Tier 1 and Tier 2 troubleshooting, break/fix, deployment, inventory, repairs, and general maintenance.

·      Resolves complex technical support issues and escalates advanced issues to Tier 3 team, as needed.

·      Oversees ticketing system and evaluates technical support metrics. 

·      Leads team in creation and management of user accounts, passwords, and access.

·      Manages digital media support team’s priorities and assigns tasks to appropriate personnel.

·      Manages and oversees school-wide documentation system in concert with digital media specialists and other school personnel.

·      In conjunction with other supervisors, manages team hours and supports coverage of school’s classrooms and labs.

·      Contributes to the testing of new software by staff and, in concert with other supervisor, designs and implements the school’s annual computer imaging strategy.

·      Oversees the planning, design, and implementation of end-user technology training.

·      Provides expertise on use of high-end technology in media production and post-production.

·      Oversees and implements hardware inventory for Creative Tech & Support group.

·      Oversees and updates school’s Knowledgebase and is responsible for documentation.

 

Job Specific information:

Significant experience in media production/post production/animation/visual effects/interactive media is required. Significant experience with Apple OS X and Windows is a MUST.

Minimum Qualifications: Bachelor’s Degree or equivalent experience or education.

Specialized/technical training with 2 years’ experience in computer and networking support. Working knowledge of software applications and of network software and hardware, especially those specific or unique to media content creation and distribution. Strong working knowledge of media production software and hardware. Strong communication and technical support skills.

Preferred Qualifications:

Bachelor's Degree in math, engineering, or computer science plus 10 years directly related work experience. Thorough knowledge of software and hardware utilized by all divisions of school.  Proven track record and experience in project management and team supervision.

In-depth background or experience in media production and post-production. Experience with production software packages such as Avid Media Composer, ProTools, Adobe Creative Cloud, Maya, Unity, Resolve, and Nuke. Audio-visual support experience is a plus.

Experience in server and workstation systems, including Windows and OS X. Additional experience with specialized media production technology. Programming and/or web development experience is a plus.

The University of Southern California (USC), founded in 1880, is located in the heart of downtown L.A. and is the largest private employer in the City of Los Angeles. As an employee of USC, you will be a part of a world- class research university and a member of the “Trojan Family,” which is comprised of the faculty, students and staff that make the university what it is.

The University of Southern California values diversity and is committed to equal opportunity in employment.

USC is an equal opportunity, affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring ordinance. We provide reasonable accommodations to applicants and employees with disabilities.