Audio Visual Support Specialist

**Date**:Apr 11, 2025 **Location**: Brantford, CA **Company**:Wilfrid Laurier University **Department**: Information and Comm. Technologies **Job Type**: Limited Term **Full-time/Part-time**: Full Time (>=1249 hrs/year) **Campus**: Brantford **Reports to**:Manager, ICT AVIT Projects & Support **Employee Group**: PAG **Application Deadline**:04/17/2025 **Requisition ID**:9195 Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone. Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Laurier's Waterloo, Kitchener, and Brantford campuses are located on the shared traditional territory of the Neutral, Anishnaabe, and Haudenosaunee peoples. This land is part of the Dish with One Spoon Treaty between the Haudenosaunee and Anishnaabe peoples and symbolizes the agreement to share, protect our resources, and not to engage in conflict. Laurier's Milton campus is located on the traditional territory of the Mississaugas of the Credit, and part of the Nanfan Treaty of 1701 between the British Crown and the Haudenosaunee Confederacy. **Position Summary**: Reporting to the Manager, ICT AVIT Projects & Support, the Audio Visual Support Analyst is responsible to provide 2nd and 3rd level support for classrooms, meeting rooms and events in a tiered support model environment. This includes but not limited to, setting up and support of audio and visual technology, computers in classrooms and meeting rooms, web conferencing, and control technology in classroom consoles. The analyst is expected to provide quality technical resolutions to incidents and problems and must maintain an appropriate level of knowledge in all university standard hardware, software, and other technologies. The incumbent will work within the defined service delivery model ensuring service tickets are prioritized, responded to, resolved and documented in the Service Management tool. The incumbent is expected to provide the necessary inputs and feedback to the ICT department to meet the needs and requirements of clients. Services provided include remote and in person technical support. The Audio Visual Support Analyst is required to provide functional guidance to clients on the use of technology and be able to communicate with clients who have varying levels of knowledge. **Accountabilities**: Support Services - Monitor the incident ticket queue in the service management tool and provide 2nd and 3rd level expert support by responding to, resolving, recording, and closing service incidents to meet expected service levels. Monitor MS Teams for incidents that require immediate attention and provide immediate support. - Follow up on open service incidents assigned ensuring tickets do not remain open beyond the expected service level. - Clearly document resolution for each incident in the service management system providing a reference for colleagues - Work closely with team colleagues to keep them informed of technical issues, follow-ups, escalations, and resolutions. When appropriate, create technical documentation to be shared with the larger Support Team. - Take ownership of technical problems and be proactive in resolving the issues - Provide technical training to staff, faculty, students and external clients on how to use a variety of audio-visual media equipment including projectors, classroom console computers and panels, sound systems, and web-conferencing solutions in classroom/meeting room environments. This includes the creation of technical documentation and training materials. - Provide connectivity support for the wide variety of devices and operating systems clients/faculty bring to use in the classrooms; provides in depth operating system support for Windows, iPadOS, Mac OS, and Android. - Ensure service requests for event and/or conference support are logged, assigned, scheduled and closed in accordance with service level agreements and service management best practices. - Collaborate and consult with ICT Infrastructure on network and wireless issues. - May be required to provide technical support on site and/or remotely for all campuses: Waterloo and Kitchener, travel may be required to the other campuses. - Act as a backup person for other members of the ICT Support group and participate on ICT project teams as required. - Ensure the AV inventory database is updated