Av Support Coordinator

2 weeks ago


Vancouver, Canada University of British Columbia Full time

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.

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