Lab Operations and Support Consultant

Job Description: POSITION SUMMARY: Reporting to the Lab Operations and Support Manager, the Lab Operations and Support Consultant provides support and technical assistance to faculty and students on an array of highly specialized audio technologies, software, equipment, and classroom systems. They perform essential functions to maintain the correct and consistent operation of the lab facilities, including inspecting equipment at the start and close of operations, assisting faculty with course technology and classroom setup, assisting students with technical and operational issues, providing effective Tier 1 and Tier 2 technical support, maintaining established protocols for logging students in and out of facilities to ensure proper inventory control and facility usage, and following up on issues either directly or through a ticketing system. They also regularly create and update end-user and internal technical documentation, perform semesterly software and hardware testing, install and configure new hardware and software, and participate in projects to implement technology upgrades and new classroom and lab technologies. These functions ensure classes, labs, rehearsals, performances, and special events operate with minimal disruption. The consultant supports a wide range of industry-standard and specialized music technologies, including digital audio workstations (DAWs), professional audio hardware, synthesizers, MIDI controllers, audio interfaces, network audio technologies (such as Dante and AVB), A/V systems, and DJ equipment. Familiarity with professional audio hardware, DJ equipment, and network audio technologies is highly desirable. Lab Operations and Support Consultants collaboratively oversee a group of 30–45 Student Employees hired through Student Employment's work-study program. The department supports 27 technology classrooms and labs that operate 12–16 hours per day, seven days per week, serving thousands of music technology students, faculty, visiting artists, events, major residencies, special programs, college services, and community outreach initiatives. ESSENTIAL FUNCTIONS/PRIMARY DUTIES AND RESPONSIBILITIES: ● Provides in person, on-call, and remote support for a variety of technologies, systems and services; specialized music technology equipment (synthesizers, MIDI controllers, audio interfaces), network audio systems, computer systems, music technology software, audio and video components, sound and projection systems, screens and displays/monitors, video and web cameras, and amplifiers. Provides support, technical assistance, and troubleshooting for classes, student lab time, and special events in the technology labs and technology classrooms for faculty during class time and students during student lab time. Provides proactive monitoring and testing of systems and equipment. Troubleshoots unresolved technical issues. Identifies and escalates recurring issues so they may be addressed and resolved. Collaborates with Distributed Systems and Technical Maintenance teams to document and follow up as needed. Advises on areas for improved service offerings. ● Conducts semesterly software and hardware testing: executes test plans, documents results, updates and trains in revised technical support techniques for new installations. ● Participate in project teams for implementation of various technology related projects such as room upgrades, new technology roll outs, etc. ● Provides support for events occurring in the technology facilities. Performs setup, operation, troubleshooting, and breakdown of any needed technology equipment for these events. ● Keeps detailed records and submits reports of facility and equipment use, technical issues, and policy infractions using FileMaker Pro databases and web-based administrative software. ● Maintains continuity and flow of the lab operations by ensuring that all proper protocols and rules pertaining to lab use are adhered to. ● Supervises Student Employees during scheduled shifts and trains new Student Employees on policies, day-to-day procedures, and troubleshooting methods ● Coordinates with Equipment Specialists to administer access to student/faculty check-out equipment ● Supports and maintains various equipment in ~15 Tutor / Student / Teacher Conference rooms ● Reports non-standard practices to the Manager ● Other duties as assigned MINIMUM JOB QUALIFICATIONS: ● B.A. in Music Technology or an undergraduate degree in a similar music technology program ● 1-2 years of experience in a music technology technical or support role ● Experience working at a higher education institution or within online education is preferred KNOWLEDGE AND SKILLS REQUIRED: ● Highly developed skills in central curriculum concepts, including DAW configuration and operation, composition, MIDI and audio recording, editing and mixing, signal flow, and microphone techniques ● Understanding of sound design and synthesis, including modular and hardware synthesizers ● Ability to troubleshoot modern A/V systems, including projectors, TV displays, HDMI switches, network audio (Dante and AVB), and Multi-channel Surround Sound systems. ● Proficiency with audio software technologies such as, but not limited to, Pro Tools, Logic Pro, Ableton Live, Cubase, Dorico ● Experience using and troubleshooting audio plug-ins such as, but not limited to, Universal Audio, McDSP, as well as various Virtual Instruments and Sample/Sound Libraries such as Native Instruments (Kontakt), Vienna Symphonic Libraries, Orchestral Tools, Spitfire ● Proficiency with Mac and Windows operating systems and software testing, including writing test plans and documenting results. ● Basic studio audio knowledge: microphone use, routing, monitoring setup, recording, and file management ● Ability to function well under pressure and maintain stellar customer service. ● Strong organizational skills and the ability to prioritize assignments, meet deadlines, and work on multiple projects simultaneously with great efficiency and attention to detail. ● Excellent written and verbal communication skills ● Exceptional leadership and motivational skills. ● Promotes courtesy, sensitivity and respect ● Fosters an inclusive workplace, advance engagement and team building ● Proficiency with Google Workspace, Microsoft Office, and FileMaker Pro. ● Robust knowledge of web browsers, caching issues, multimedia plug-ins, and conferencing software. ● Familiarity with video creation and editing, and/or screen capture software such as iMovie, Final Cut Pro X, Premiere Pro, or ScreenFlow. ● Familiarity with advanced curricular software such as Max/MSP/Jitter, Csound, Adobe Creative Suite preferred. ● Familiarity with DJ equipment (mixers, turntables, CDJs) preferred. ● Experience with Workday, Colleague, and Informer preferred. SUPERVISORY RESPONSIBILITIES: Supervision of on-shift Student Employees HIRING RANGE: $28.50 to $29.21 per hour; hourly rate dependent on relevant experience and education. Please visit the Total Rewards page to learn more about the benefits of working at Berklee. SPECIAL WORKING CONDITIONS, PHYSICAL REQUIREMENTS, ETC. Shifts scheduled evenings and on weekends Ability to carry 30 lbs. Coverage necessary for regularly scheduled shifts External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis. DISCLAIMER: ( THIS WILL REMAIN FOR ALL JOB DESCRIPTIONS ) The above information on this description 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. Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship. Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee : We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance. Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law. As part of this commitment, Berklee will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Team at or call 617-747-2375. *Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.* Employee Type: Staff