IT & Av Support Clerk

2 weeks ago

Toronto, Canada OCAD University Full time

**_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 IT & AV Support Clerk is responsible for the coordination and provision of courteous and efficient front-line service and technology support for the OCAD U community with a focus on the South Campus, which includes Research, Graduate Studies and Administration. Support activity includes classroom and meeting room technology support, AV and computing equipment loans, and assisting with technology support and deployment throughout campus including computing studios and commons, meeting rooms, and classrooms. Other responsibilities include circulating equipment at the AV Help Desk and providing guidance to Student Employees on the use and support of campus technology. In collaboration with the Audio Visual team and the IT Services team work to improve and maximize the technology experience on campus for the OCAD U community.

**SUMMARY OF RESPONSIBILITIES**:

- Coordinate and provide courteous and efficient front-line audio visual support services and classroom and meeting room technology support and maintenance across campus
- Provide Audio/Visual, computer, and digital equipment circulation services to the OCAD University community using the WebCheckout circulation system, including staff, faculty and students
- Provide technical assistance, demonstrate, and instruct faculty, students, outside guests, and other users in the operation of AV, computer, and digital equipment
- Provide support for University client computers; student, staff and faculty laptops and mobile devices
- Use the IT Services Ticketing System and MS Planner to keep track of tasks and report on progress
- Assess and perform tests and repairs or provide replacement from inventory of various hardware and software in order to ensure end user productivity
- Liaise with Academic Computing Technicians 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
- Working collaboratively with other IT Services and Academic Computing staff, assist with ongoing help desk, network or information systems related projects as delegated by the Manager, Strategic Planning & Technology Deployment (IT)
- Investigate and provide recommendations for effective and efficient provision of frontline support to OCAD U students, faculty, academic staff, administrative staff, and managers
- In co-operation with the Audio Visual and Help Desk teams, provide mentorship to Class Assistants and student monitors in effective front-line Help Desk support, and assign tasks in order to meet Help Desk service levels
- Provide support and guidance to student employees on the use of the WebCheckout equipment circulation system and other IT tools including Office 365 and Canvas
- Maintain currency in relevant technologies, including multimedia classroom technology, audio/visual, online collaboration, video conferencing, assistive technologies, operating systems, and computer hardware
- Support change throughout the IT landscape; advocate, promote and support rollouts and upgrades to new and existing 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**QUALIFICATIONS**:

- Post-secondary diploma in Information Technology Support, or equivalent
- Post-secondary degree in Art or Design is an asset
- A minimum of one (1) year of work or educational experience relating to computer and/or audio visual technical support or equivalent combination of work and education
- Demonstrated interpersonal skills and strength in customer service
- Demonstrated ability to work independently and participate collaboratively in a team environment
- Experience with troubleshooting both analog and digital audio/visual equipment
- Experience troubleshooting and working with both Microsoft Windows and Macintosh based operating systems and their integration with audio/visual or digital presentation technologies
- Knowledge or experience working with the following technologies: Microsoft Windows, Mac OS X; Android, IOS, Microsoft Office 365 including Outlook, OneDrive, Teams, Zoom, Lecture Capture, Word, and Excel; SharePoint; audio/visual systems; digital cameras; projectors; VR headsets, video conferencing
- Basic knowledge of networks and networking protocols as they relate to desktop configuration and security
- 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 the ability to prioritize, multi-task and meet deadlines
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