Av Support Coordinator Jobs

Staff - Non Union
Job Category
M&P - AAPS
Job Profile
AAPS Salaried - Information Systems and Technology, Level B
Job Title
AV Support Coordinator
Department
UBC IT | Audio Visual Support | Audio Visual Help Desk
Compensation Range
$5,468.83 - $7,878.17 CAD Monthly
The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.
Posting End Date
June 9, 2023
Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.
Job End Date
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the conditions for a rewarding career.
Job Summary
The Audio Visual (AV) Coordinator provides technical service support in the use of AV resources and systems to meet user requirements. The AV Coordinator coordinates and plans the day-to-day AV support requests, resources, and communications with users and stakeholders.
The AV Coordinator will be responsible for AV functions such as AV system maintenance scheduling and progress, producing and maintaining procedural documentation, managing and assisting with maintaining service level expectations, and ensuring AV support best practice procedures are adhered to.
This position will liaise with personnel from Faculties and other UBC units such as Building Operations, Scheduling Services, Conferences & Events, and other IT teams to name a few. As well, works closely with manufacturers, vendors, and external service providers.
The AV coordinator is responsible for scheduling and supervising the Learning Space Stewarts (LSS) and AV student staff.
This position is also the queue coordinator triaging support requests, coordinating service escalations, assisting with managing client concerns, diagnosing users' needs, determining effective solutions, and is responsible for assigning support requests and tasks to the relevant AV support areas.
This position works on a fixed schedule but requires flexibility as some work must be performed outside of the regular business operating hours of the unit. The AV Coordinator may also be required to act on-call in extenuating circumstances.
Organizational Status
The AV Coordinator works within the AV Support Team providing coordination of service requests, escalations, allocation of resources, delegating & assigning service requests as well as supervision and management of the LSS & AV student staff. This position reports directly to the AV Team Lead and/or AV Manager within the UBC IT Audio Visual Support Team.
Work Performed
Specific Duties:
Creates, manages, and assigns service tickets, and coordinates the steps, resources, and people needed to carry out all the phases to resolve service requests.
Coordinate and manages service requests within ServiceNow and ensure the AV team adheres to UBC IT best practices for IT Service Management (ITSM) and ensures adherence to Service Level Commitments (SLCs).
Assist with distributing and completing daily work and work associated with multiple concurrent service-related issues and projects.
Prioritize service requests and work, delegate work to AV technicians, AV Analysts, LSS & AV student staff.
Prioritize work and objectives to meet the many AV service and support needs on campus.
Monitors workloads, and backlogs, and makes necessary adjustments.
Responsible for aligning processes with UBC IT and ITSM initiatives for the area of responsibility.
Creates AV support and maintenance schedules.
Contributes to the development of best practices, standards, and procedures.
Creates and maintains documentation and procedures.
Participate in or take leads on coordinating support for events and conferences.
Establish, lead, and maintain communications between event organizers, external suppliers, facility organizers, and clients.
Supervise and oversee the LSS and AV student staff. Create, manage, and maintain student schedules, provide reporting, and assist with performance reviews.
Liaising with UBC Faculty and department stakeholders on Audio Visual support requests and issues.
Assist with developing and maintaining department procedure documents and training material.
Assist with providing training and orientation for AV technicians and other AV staff. Also, assist with providing training to users of Learning Spaces.
Coordinate and manage service request escalations, AV system upgrades, and client needs.
Identify and recommends potential improvements in current methodologies.
Develops and maintains a productive working relationship with project sponsors, vendors, and key clients.
May serve as a Project Manager and be responsible for the overall management and success of a smaller project.
Manages equipment and supplies inventory for the UBC IT Audio Visual department.
Responsible for coordinating the purchasing and receiving of inventory, sales quotations, and invoicing, running monthly reporting of inventory and AV sales
This position may require lifting and/or moving heavier objects in excess of 20kg.
Core Duties:
Assists users to diagnose and resolve problems, escalates when necessary, and documents
problem status and action taken.
Performs preventive maintenance tasks, troubleshoots and repairs systems and peripherals
equipment.
May deploy new hardware, software, and security updates.
Maintains an inventory of equipment, warranty, and maintenance agreements.
Debugs existing software application modules using detailed specifications and disciplined
software development processes, quality standards, and procedures.
Provides advanced planning and quality assurance for AV activities.
Writes and maintains documentation for AV in accordance with prescribed standards.
Maintains appropriate professional designations and up-to-date knowledge of current
information technology techniques and tools.
Performs Other Related Duties As Required
Consequence of Error/Judgement
The person in this position makes decisions regarding the support and coordination of audiovisual services across campus. Errors in judgment, poor planning, or failure to act decisively could cost the University many thousands of dollars in lost productivity in teaching, learning, and research time, and could impact the timely delivery of services to academic and/or administrative units. As this position deals with AV services across campus and many high-profile events involving faculty, staff, and students, failure to deliver services on time or to agreed-upon service levels could have a major impact on the academic or administrative unit and/or the reputation of UBC IT and/or the University.
Supervision Received
Generally works autonomously and receives direction from the AV Support Team Lead and/or the AV Support Manager. Work is reviewed in terms of completeness, accuracy and timeliness.
Supervision Given
This position does not directly supervise other staff but oversees the work of the AV support team and LSS & AV student staff who will be tasked with providing AV support and services. This position is responsible for scheduling the LSS & AV student staff and ensuring their duties are being carried out. Coordinating and ensuring that requests are properly assigned to the AV support staff and are attended to in a timely manner. Coordinates the work of vendors, contractors and consultants brought in for specific maintenance and/or repairs as well as event support staffing and/or equipment rentals.
Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.

• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications
Professional certification in PMI, CTS, and PMP is an asset Experience working with AV system technology in an academic environment is required
Experience With Resource Coordination, Scheduling And Management Is Required.
Experience with rental & event coordination and management is preferred.
Experience with Video Conferencing, Digital Signage and Media Capture is preferred.
Experience With Logistics And Inventory Control Is Preferred.
Proficiency with all MS Office Business Productivity Tools. Excellent computer skills with the ability and desire to learn new applications and build on an existing technical proficiency with various software options. Ability to conduct needs analysis, plan, organize, manage, monitor, complete, and evaluate support plans and projects within allocated time and resources.
Ability to liaise with internal and external clients, resolve issues and prepare relevant documents as required.
Ability to work under pressure and meet deadlines. As well as the ability to work effectively both independently and collaboratively within a team environment. Self-starter and team player.Attention to detail, excellent time management, organizational and coordination skills. Ability to prioritize tasks and produce quality work within tight timelines.
Excellent interpersonal, team, and communication skills both written and verbal, with effective relationship-building skills to foster trust and confidence to build lasting relationships.
Self-directed and willing to take initiative in relation to carrying out assigned tasks.Collaboration - Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.
Communication for Results - Converses with, and writes to, peers in ways that support transactional and administrative activities. Seeks and shares information and opinions. Explains the immediate context of the situation, asks questions with follow-ups, and solicits advice prior to taking action.
Problem-Solving - Investigate defined issues with uncertain causes. Solicits input in gathering data that help identify and differentiate the symptoms and root causes of defined problems. Suggests alternative approaches that meet the needs of the organization, the situation, and those involved. Resolves problems and escalates issues with suggestions for further investigation and options for consideration as required.
Accountability - Checks assumptions about mutual expectations and clarifies standards of overall performance. Checks the scope of responsibilities of self and others. Monitors day-to-day performance and takes corrective action when needed to ensure desired performance is achieved.
Analytical Thinking - Collates and reports information. Identifies trends and exceptions. Investigates to define problems more accurately. Sorts information in order of importance. Identifies relationships and linkages between components. Identifies variable potential causes and effects. Solicits guidance to define criteria and assign values of importance and urgency. Escalates issues of an exceptional nature.
Information Systems Knowledge - Possesses a basic understanding of the strategy, structures, processes, and procedures of the enterprise in its relationship with the business and its activities. Troubleshoots in response to requests for technical support. Identifies problems and needs. Escalates problems to appropriate technical experts