Av Support Coordinator
5 days ago
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._
**_ Please note that internal job postings are open only to current permanent OPSEU Local 576 Unit 1 employees and temporary OPSEU Local 576 Unit 1 employees with one year of continuous service. _**
Reporting to the Manager, Strategic Planning & Technology Deployment (IT), the AV Support Coordinator is responsible for leading support of the equipment loans service, coordinating support of our technology portfolio across campus, and leading the supervision and coaching of the student staff team. This role is also responsible for leading customer service efforts for the AV Help Desk and specializes in communications, including user-facing documentation about our services, digital signage content, website content, content in the IT Services Support Portal, and the WebCheckout Patron Portal.
This role works in close partnership with the Technical Event Production Services team to ensure a high level of support for a wide array of local, remote and hybrid institutional events. The AV Support Coordinator ensures a high level of service and support to OCAD University (OCAD U) Graduate Studies, Research, Studio Management, and the Leadership & Executive team including the President’s Office.
**Summary of Responsibilities**:
- 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
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