Distance Education Operations Specialist

POSITION SUMMARY

The Distance Education Operations Specialist provides distance education training and technical support for control room, classroom, capture, delivery, and post-production operations. The position supports instructional technologies used for portable and in-studio delivery of synchronous and asynchronous e-learning services and helps ensure the smooth operation and quality of live and recorded courses.

The specialist works directly with instructors, staff, and students to support audiovisual capture, interactive conferencing, classroom peripherals, recording schedules, media editing, training, documentation, and routine equipment maintenance. The position may train, schedule, assign work to, and provide guidance to staff or student workers as required, but is not a managerial role. The role reports to the Manager, Instructional and Event Operations.

CORE RESPONSIBILITIES

Live and Recorded Instructional Operations

• Ensure smooth operation of live and recorded courses delivered through distance education systems and services.

• Provide instructor, interactivity, and capture support for classroom activities and related technologies, including computers, electronic boards, webcast encoder applications, cameras, and interactive technologies.

• Support portable and in-studio delivery of synchronous and asynchronous instruction.

• Evaluate and help maintain quality standards for e-learning capture, delivery, and instructional operations.

Instructor, Classroom, and Conferencing Support

• Interface with instructors and staff to provide instructional technology support and audiovisual capture and delivery assistance.

• Set up and support web, phone, audio, and video conferencing and portable capture systems.

• Support instructional activities associated with facilities, classrooms, studios, control rooms, and portable equipment use.

• Respond to problems during scheduled instruction and coordinate timely resolution or escalation when needed.

Post-Production and Media Support

• Provide post-production support and edit video and audio recordings of courses and professional program offerings.

• Perform file conversions and edits for faculty-provided instructional materials.

• Prepare, organize, check, and deliver media assets in appropriate formats and in accordance with established schedules and quality standards.

• Maintain accurate records of media, edits, conversions, and delivery activities.

Training and Work Coordination

• Plan and conduct hands-on training for faculty, staff, students, and other users on supported hardware, software, and related policies and procedures.

• Schedule training sessions and develop or update supporting training materials.

• Interview and recommend new hires and train, schedule, and assign work to staff or student workers as required.

• Provide feedback, guidance, and operational direction to assigned workers and review work for quality and completion.

Documentation, Scheduling, and Equipment Support

• Participate in developing and updating user documentation, operating policies and procedures, and security procedures.

• Establish and maintain software and documentation libraries and equipment inventories.

• Maintain and update lists of software and hardware needs for supported courses.

• Implement updates and changes to class recording schedules and coordinate schedule adjustments as needed.

• Perform routine operations equipment maintenance and troubleshooting and coordinate further support when issues require escalation.

Collaboration and Continuous Improvement

• Collaborate with other units to improve access to and maximize use of computing, audiovisual, and instructional technology resources.

• Stay informed of new technologies and hardware that may improve distance education operations.

• Evaluate operational needs and recommend appropriate equipment, workflow, service, training, and quality improvements.

PREFERRED QUALIFICATIONS

• High school diploma or equivalent and specialized or technical training required; additional specialized or technical training preferred.

• Two years of directly related experience required; three years preferred.

• Operations-level experience capturing and delivering e-learning services through web and other electronic formats and supporting web, phone, audio, and video conferencing.

• Knowledge of studio-classroom operations and instructional technologies, including computers, electronic boards, capture systems, webcast encoder applications, cameras, and interactive conferencing technologies.

• Knowledge of computing environments and hardware and software supporting e-learning systems and services.

• TCP/IP-based networking, computer support, and troubleshooting experience.

• Knowledge of networks, digitizing processes, video systems, and audio and video editing workflows.

• Strong customer-service, training, communication, scheduling, documentation, organization, and teamwork skills.

ADDITIONAL INFORMATION

Work Modality

This position is designated as onsite and is expected to work onsite five days per week. The specific work schedule is Monday through Friday 2pm – 10pm. Friday start and end will be adjusted accordingly based on the end time of the last class for the day. Evening, weekend, on-call, or additional hours may be required to support installations, maintenance, projects, incidents, emergencies, and peak operational periods. Due to the position’s essential onsite functions, it is not eligible for a hybrid or remote work arrangement.

Compensation

The annual base salary range for this position is $33.95 - $39.96 per hour. When extending an offer of employment, the University of Southern California considers factors such as scope of responsibilities, work experience, education and training, skills, internal equity, and market conditions.

Disclaimer

This description outlines the general nature and level of work performed and is not an exhaustive list of all duties, responsibilities, or skills required. Management may assign or reassign duties to respond to organizational priorities and evolving needs. USC reserves the right to add or change duties at any time.

Minimum Education: High school or equivalent, Specialized/technical training Minimum Experience: 2 years Minimum Field of Expertise: Experience with capturing and delivering e-Learning Systems (via web and other electronic formats) and providing interactive conferencing set-up and support (web, phone, and audio/visual conferencing). Operations level experience with e-Learning Systems and services. Knowledge of support of instructional operations and technologies inside studio classrooms, such as computers, electronic boards, and other interactive conferencing technologies. Knowledge of computing environments and specific support for e-Learning hardware and software. Knowledge of Microsoft Windows Media technology and Real Networks streaming services. TCIP/IP based networking and computer support and troubleshooting experience. Knowledge of networks and digitizing process. Knowledge of video and editing systems and processes.