Simulation Engineer I - Digital Media Services

University of the Pacific; Stockton; On-site; CAD 50,000 - 70,000; Full time

Job summary

The University of the Pacific is seeking a Simulation Engineer I to provide customer and technical support within the university community. Responsibilities include maintaining classroom technology and simulation systems, providing high-level support, and training faculty and staff on AV technologies. Ideal candidates will have at least one year of relevant work experience, a high school diploma or G.E.D., and demonstrate strong communication and interpersonal skills. A bachelor’s degree is preferred. The university is committed to diversity and inclusion.

Qualifications

• 1 year of experience in the support and maintenance of media resources and digital media equipment.
• 1 year of experience in a helpdesk environment for computer hardware and software systems.
• Experience working with diverse populations.

Responsibilities

• Provide customer and technical support for learning and collaborative technologies.
• Perform day-to-day maintenance and troubleshooting of classroom technology and simulation systems.
• Train faculty and staff on audiovisual and simulation systems.

Skills

Customer service

Technical troubleshooting

Documentation skills

Communication skills

Interpersonal skills

Analytical skills

Problem-solving

Education

High School Diploma or G.E.D.

Bachelor’s Degree (preferred)

Tools

ServiceNow

Audio/visual technology

Simulation software (e.g., EMS SimulationIQ, Laerdal)

Job description

Primary Purpose

The Simulation Engineer I – Digital Media Services will be responsible for customer and technical support to the University community including setup, configuration, troubleshooting, upgrading, and training of learning and collaborative technologies. The role generates documentation on how to utilize systems, provides written technical resolutions in a central knowledge base and assists in the development of technical standards for learning technologies. In addition, it supports daily operations, including vendor and customer interaction in support and training of media resources and simulation technology at the university.

Essential Functions

Program and runs technology to model simulators’ physiological responses to instructor specifications and supports/assists in role playing applications, human replica placement and set-up to create a virtual healthcare setting.

Performs day-to-day maintenance, operations, scheduling, training and troubleshooting of classroom technology, health records simulation applications and human replica simulation systems.

Installs, configures, documents and maintains new or existing technology systems and services for a diverse customer base within the university community.

Provides high level of customer service to the university community in resolving technical issues.

Effectively communicates project expectations to team members and stakeholders in a clear and timely fashion.

Creates, tracks, and resolves tickets using ServiceNow.

Coordinates technology repairs, maintenance, or upgrades to the AV and simulation systems with vendors and internal partners.

Trains faculty and staff on AV and simulation systems.

Comfortably discusses technical topics with personnel with varying levels of technical knowledge from students through senior management.

Performs other duties as assigned or requested.

University of the Pacific recognizes that diversity, equity, and inclusion is foundational to the success of our valued students and employees. We prioritize policy and decision-making that demonstrates awareness of, and responsiveness to, the ways socio-cultural forces related to race, gender, ability, sexuality, socio-economic status, etc. impede or propel students, faculty and staff.

Minimum Qualifications

High School Diploma or G.E.D. One (1) year of work experience in the implementation, support, and maintenance of media resources, audio/visual technology and digital media equipment. One (1) year of work experience in the implementation, support, and maintenance of computer hardware and software systems in a helpdesk environment.

Preferred Qualifications

Bachelor’s Degree. A+ or equivalent certification. Experience using ServiceNow or another online ticketing platform for submitting and tracking trouble tickets. Solid written communication skills with ability to write technical documentation or operating procedures. Adept at reading and interpreting technical documentation, wiring diagrams, floor plans, and procedure manuals. Strong interpersonal and communication skills and analytical and problem‑solving abilities. Technical knowledge and experience with EMS SimulationIQ, Laerdal, or similar simulation software. Proven ability to work successfully with diverse populations and demonstrated commitment to promote and enhance diversity and inclusion. Experience and sensitivity in working with people of diverse backgrounds and cultures. Demonstrated experience in advancing social justice, equity, and inclusion in a university setting. Ability to engage and integrate culturally responsive practices and knowledge in their work.