AV Support Coordinator

at  OCAD University

OCAD University acknowledges the ancestral territories of the Mississaugas of the Credit, the Haudenosaunee, the Anishinaabeg and the Huron-Wendat, who are the original owners and custodians of the land on which we work, stand and create.

QUALIFICATIONS:

• Post-secondary degree in Media arts or equivalent combination of education, training, and experience
• Minimum of three (3) years of related progressive experience with a demonstrated knowledge of technology in both analog and digital AV and computer equipment
• Extensive experience providing high quality end-user support and customer service in a higher education setting
• Training in the use and administration of circulation systems, particularly WebCheckout
• Experience creating instructional content and documentation
• Experience supporting video conferencing and collaboration technologies, specifically Zoom.us and Microsoft Teams
• Experience with both Microsoft Windows and macOS based operating systems and their integration with AV or digital presentation technologies
• Applied knowledge of digital video and digital imaging computer applications, such as Adobe Photoshop, Adobe Premiere, Keynote and Powerpoint
• Experience with basic project management and collaboration tools like MS Planner, Figma, or Miro, an asset
• Demonstrated commitment to the principles of equity and diversity, and experience promoting a respectful work and learning environment for students, staff and faculty
• Strong organizational skills, attention to detail and a proven ability to juggle and prioritize competing demands
• Good interpersonal and oral communication skills
• Demonstrated ability to work independently and participate collaboratively in a team environment
• Must be willing and able to work evening and weekend shifts, as required
  Compensation: OPSEU Unit I, Appendix A, Grade A4; $57,486.45 to $75,566.13 per annum
  Hours of Work: Monday to Friday, for a total of 35 hours per week.

Interested internal permanent OPSEU Local 576 Unit 1 or temporary OPSEU Local 576 Unit 1 employees with one year of continuous service applicants are invited to submit an updated *resume and cover letter (PDF) , no later than Friday, August 30, 2024.

• Please upload your resume and cover letter as one PDF. Please name your upload: FirstName_LastName-Job Code

As an employer committed to employment equity, we encourage applications from members of equity-deserving communities including women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities/expressions.
We encourage members of designated equity-deserving groups to self-identify within the voluntary Applicant Questionnaire.
In order to alleviate the under-representation of racialized and Indigenous administrators, priority in hiring will be given to qualified racialized and Indigenous persons who self-identify as such in the application process. This initiative is a special program under the Ontario Human Rights Code.
OCAD University is committed to providing an inclusive and barrier free experience to applicants with accessibility needs. Requests for accommodation can be made at any stage during the recruitment process. Please contact People & Culture for more information or refer to OCAD U’s Policy of Accommodation in Employment for Persons with Disabilities.
All qualified persons are encouraged to apply; however, Canadians and permanent residents of Canada will be given priority. While we thank all candidates for their interest, only those short-listed will be contacted.

General / Front Line

• Act as the primary front-line technical support coordinator for classroom technology support, audio/visual equipment loans, and technology support across campus
• Using the IT Services Support Portal, escalate and track support requests to appropriate second and third-level support staff and track equipment repair, and support AV and classroom technology requests, as required
• Liaise with Academic Computing and IT Services staff in regard to support of broader services, such as lecture capture, video conferencing and video streaming
• Assess need for repairs and/or replacement of AV and digital equipment, and perform routine maintenance and repairs as required
• Provide technical assistance, demonstrate, and instruct faculty, students, outside guests, and other users in the operation of AV, computer, and digital equipment, especially students in the Laptop Program.
• Provide support for student mobile computing, specifically students in the Laptop Program at South Campus, and escalate issues to Client Computing Administrators as needed.
• Provide support for University client computers including staff and faculty Evergreen laptops and personal mobile devices for authentication and Microsoft 365 access
• Liaise with Client Computing Administrators and Computer Support Clerks to maintain and deploy computing system on campus, such as classroom and meeting room computers, computing studio systems, and shared devices
• Maintain currency in relevant technologies, including multimedia classroom technology, computing, mobile, and assistive devices, online collaboration, video conferencing, operating systems, and computer hardware
• Support change throughout the IT landscape; advocate, promote and support rollouts and upgrades to new and existing IT & audio/visual services
• Assist the Manager, Strategic Planning & Technology Deployment in related tasks and special projects that contribute to the successful operation of IT Services

Asset Management / Equipment

• Oversee circulation of AV, computer, and digital equipment to authorized University personnel using the WebCheckout circulation system for all Help Desk & AV Support checkout centres, including: maintaining accurate circulation records; adding and removing assets from the inventory; migrating assets among checkout centres; and receiving, tagging and taking inventory of new equipment ensuring strict adherence to departmental protocol
• Lead efforts across the AV Help Desks to keep equipment tidy and organized, plan for and lead efforts to ensure that shelving and storage is organized, clearly labelled and accessible for colleagues and student staff
• Provide technical assistance, demonstrate, and instruct faculty, students, outside guests, and other users in the operation of AV, computer, and digital equipment, and how it interfaces with student mobile computing.
• Ensure that a regular inventory process is being followed at the Help Desks, regularly audit missing equipment and prune the database, as necessary
• Provide technical support for, and oversee scheduling and access to the Graduate Gallery, and RHB sound booth

Communication & Documentation

• Act as the primary contact on the AV Help Desk team for producing and maintaining instructional content, and information about AV Services, including information about our Services in the IT Services Support Portal and Website
• Ensure that content in the WebCheckout Patron Portal is organized and presentable, and that users can easily identify, reserve and utilize equipment
• Prepare content for AV Help Desk digital signage and ensure that content is updated regularly to promote new services and equipment
• Prepare internal training and procedural documentation, ensuring that content is regularly reviewed for accuracy and currency
• Schedule individual and group training for faculty, researchers and students in the proper use of equipment and facilities
• Work with the Office of the Registrar and the Finance Office to track and coordinate WebCheckout invoicing and relevant business processes
• Continually work to improve service and service processes by soliciting and reviewing feedback from Students, Faculty, Staff and student employees, and implementing iterative changes that are well socialized with the AV Help Desk team
• Act as the primary contact for the Help Desk regarding the collection of late fines, identifying overdue and lost equipment; maintain a list each semester of account holds and delinquent borrowers

Supervision, Coaching & Mentorship

• Train, schedule and supervise student monitors, and Class Assistants, ensuring that relevant legislated training (e.g. health and safety, AODA, etc.) has been provided
• Provide training and technical guidance for Class Assistants and student employees in the areas of technical support, classroom technology, AV equipment circulation, meeting support, special event and curricular support
• Provide training, support and guidance to student employees and Class Assistants on the use of the WebCheckout equipment circulation system and other IT tools including the IT Services Support Portal, Office 365, and Canvas
• Working closely with the IT Help Desk Coordinator, ensure that adequate staffing levels are maintained throughout Academic Computing, including the Computing Studios and AV Help Desks
• Promote a culture of excellence by setting an example, encouraging, coaching and mentoring student employees with a focus on the skills needed to provide high quality customer service, including empathy, tolerance, patience and a strong service orientation