Av Support Clerk

**_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 Clerk is responsible for troubleshooting, support and maintenance of campus-wide classroom and meeting room technology and built audio/visual spaces, including auditoriums, exhibition spaces and galleries. The AV Support Clerk assists with system installation and integration in meeting rooms, classrooms and other technology enabled spaces. 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 IT Services staff, 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
- Assist audio visual team with classroom technology maintenance and system installation, maintaining commitment and responsibility for workplace safety
- Schedule individual and group training for faculty and students in the proper use of audio visual equipment, and classroom and meeting room technology
- 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 support for University client computers; student, staff and faculty laptops and mobile devices
- Assist IT Services staff with general troubleshooting, support and technology deployment activity
- Use the IT Services Ticketing System and MS Planner to keep track of tasks and report on progress
- Research and install updates on current hardware, software and audio visual equipment
- Liaise with Academic Computing Technicians and Computer Support Assistants to maintain computing system on campus, such as classroom and meeting room computers, computing studio systems, and shared devices
- Assess and perform tests and repairs or provide replacement from inventory of various hardware and software in order to ensure end user productivity
- 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
- Work with the Audio Visual team to improve and broaden the scope and utilization of classroom technology throughout the campus, including support for online and hybrid modes of curriculum delivery, with a focus on supporting end-users and improving their experience
- 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
- 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
- Support Manager, Strategic Planning & Technology Deployment in other related duties 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
- Working at Heights safety training is required or willingness to take mandatory training
- 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; video conferencing
- Basic knowledge of networks and networking protocols as they