AV Support Analyst

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Job Profile

Job Title

Department

Compensation Range

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 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

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

This position requires a valid Class 5 BC drivers license and is subject to the satisfactory completion of required driving record check.

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 necessary conditions for a rewarding career.

Job Summary

UBC IT Audio Visual provides end to end support for the Universitys audio visual infrastructure enabling high quality teaching learning research collaboration and event activities across campus. The Team delivers a comprehensive range of AV services including AV system design planning and installation; presentation and conferencing technologies; digital signage; event AV support; and ongoing technical troubleshooting for learning spaces meeting rooms classrooms labs and auditoriums. The unit supports AV environments of varying size and complexity from small installations to full campus learning spaces ensuring systems are reliable intuitive and aligned with UBC standards and practices.

The Advanced Support and Integration (ASI) team provides Tier 2 technical support for AV systems including advanced troubleshooting and configuration technical analysis research and development and where appropriate recommendations for system upgrades enhancements and improvements in collaboration with other departmental Subject Matter Experts. The ASI team installs and configures complex AV systems across campus which may involve physical mounting of equipment installation of cabling and supporting infrastructure structural support for AV equipment installations and decommission of legacy systems. The ASI team also contributes to the ongoing stewardship of the UBC technical guidelines and standards.

The AV Support Analyst provides Tier 2 technical support for escalated AV and AV network-related systems issues across UBC Vancouver. This includes performing in-depth troubleshooting and diagnostics for software firmware system programming security hardware and networks and supports with the installation and integration of complex AV systems.

The position coordinates prioritizes advises and resolves tier 2 AV service requests. It also provides direct expertise and guidance for technicians in regular and preventative maintenance of specialized AV and classroom technologies resolving advanced escalated technical issues and takes lead in equipment replacement and related operational activities as required such as coordinating resources and providing recommendations for repair solutions.

Work is performed primarily onsite across the UBC Vancouver campus and other UBC affiliated locations across the Lower Mainland with occasional requirements for work outside standard hours. The role may also be required to act in an on-call capacity in extenuating circumstances.

Organizational Status

This position reports to the Team Lead Advanced Support and Integration. May also at times work directly under other AV Leadership or Project Manager to complete various projects or service requests. Collaborates with management and staff from all sections of UBC IT other administrative and academic offices and faculty to coordinate support. Interacts directly with instructors and researchers across the UBC community.

Work Performed

Specific Duties:

• Designs modifies and/or makes enhancements implements installs and maintains legacy analog and new digital technology for AV systems to ensure efficient and effective Audio-Visual systems for the University. Acting as the subject matter expert (SME) for various AV hardware and technologies.

• Responsible for the technical analysis installation and architectural integration of AV systems video conference systems and digital signage. This includes providing expert technical advice on system applications and translating detailed specifications into functional requirements for programming teams to execute modular enhancements. This role is further responsible for coordinating and overseeing the installation of complex digital audio systems advanced digital video matrix systems and sophisticated control automation systems ensuring all AV hardwareincluding displays racks codecs microphones and cabling infrastructureis optimized for seamless interoperability and high-level performance.

• Oversees the systemic integrity and maintenance of specialized AV and IT infrastructure including classroom PCs and integrated capture hardware. Provides guidance regarding repair strategies and system optimizations and expert supervision to technicians or junior staff to ensure adherence to proper usage and maintenance protocols.

• Provides technical advice on the integration of AV with broader building systems autonomously discusses infrastructure requirements in collaboration with electrical and network specialists to ensure system applications meet defined departmental standards.

• Identifies potential emerging technologies and trends formally evaluates new technology based on critical as defined in collaboration with peers.

• Provides system training for users in-depth technical training and functional supervision for the AV Technicians.

Core Duties:

• Reviews and prioritizes the day-to-day service issues within the ASI team. Provides guidance to technicians and AV help desk in triaging service requests advising on service escalations managing and addressing client concerns diagnosing users needs determining effective solutions and recommending assignment of service requests and tasks to the relevant AV teams and individuals.

• Consults with clients technicians and stakeholders in evaluating repair solutions deploying new hardware software network and security updates to ensure complete mutual understanding of AV system plans and implementation.

• Tracks prioritizes and responds to tier 2 service requests utilizing in-house ticket systems. Responding critical incidents and emergency service calls when the front-line AV technicians are not able to rectify the malfunction or problem.

• Leading communications and consultations with vendor or manufacturer (tier 3) to diagnose troubleshoot and repair AV equipment.

• Troubleshoots and maintains a variety of software hardware peripheral equipment and related classroom technologies.

• Programs small/discrete AV software application modules using detailed specifications and disciplined software development processes quality standards and procedures.

• Writes and maintains documentation for assigned programs in accordance with prescribed standards.

• Creates and administers software account management inventory and warranty records.

• Ensures that approved vendor list is up to date that good working relationships with vendors are maintained and that vendors provide required support of AV needs.

• Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.

• Performs other related duties as required.

Consequence of Error/Judgement

Information Technology plays a key role in enabling the University to achieve its goal of becoming one of the worlds leading universities. The AV Support Analyst plays a significant role in the implementation and support of AV technology video conference and control systems. This position requires a high level of advisory innovative and analytical ability for the implementation troubleshooting and maintaining of technology enhanced systems. This position works in a project driven environment with firm deadlines and must be flexible and accountable for project success. Delays during troubleshooting or AV system integration could affect the ability of UBC to effectively deliver academic and administrative programs and could negatively affect the perception of UBC IT - Audio Visual UBC IT and UBC in general.

Supervision Received

Works autonomously in accordance with general instructions as to methods and procedures. Receives direction from the AV Team Leads Manager - AV Support Team.

Work is reviewed in terms of workmanship completeness accuracy and timeliness.

Supervision Given

The position provides functional supervision to support teams installation crews and contractors. This position also leads technical training to the AV technicians in preventative maintenance and repair activities. May provide task based day-to-day direction and review the work of the AV Technicians. Manages the work of vendors contractors and consultants brought in for installation repair or replacements of equipment or systems as necessary.

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of two years of related experience or the equivalent combination of education and experience.

Valid class 5 BC drivers license is required.

- Willingness to respect diverse perspectives including perspectives in conflict with ones own.

- Demonstrates a commitment to enhancing ones own awareness knowledge and skills related to equity diversity and inclusion.

Preferred Qualifications

Graduation from a technical college or institute is preferred. Formal training in audio-visual service and integration (i.e. industry training seminars associated credentials such as Cisco Biamp and Creston Certification). Certified Technology Specialist (CTS) is considered an asset. Crestron Digital Media certification is desirable. Advanced skills in the installation integration and operation of audio-visual equipment including basic carpentry and electrical skills is preferred. Effective and methodical troubleshooting skills. Experience supporting Windows OS Macintosh OS and associated applications. Extensive experience in the implementation and integration of AV systems.

Ability to apply technical knowledge to resolve complex design and operational problems. Proficiency in using a wide variety of electronic testing and programming tools (i.e. digital scopes function generators Digital Media software Crestron Toolbox BiAmpDSP SimpleWindows Core3 Fiber test etc.). In-depth knowledge of Audio Visual application development and implementation best practices. Understanding of key trends and players in the Audio Visual industry particularly with respect to digital systems videoconferencing systems and digital media applications. Excellent knowledge of Audio Visual and IT communications concepts infrastructure and connectivity. Knowledge and good understanding of work site safety and procedures.

Effective leadership and team-building skills. The ability to deal with and manage a diversity of people in a calm courteous and effective manner. The ability to communicate effectively both verbally and in writing. Excellent organizational and time management skills. Exceptional organization skills. Ability to mentor coach and train team members. Ability to exercise tact and discretion. Strong interpersonal skills with the ability to resolve conflict at all levels. Ability to effectively facilitate groups to achieve appropriate outcome. Ability to develop and deliver effective presentations product demonstrations and orientations. Ability to develop and maintain cooperative and productive working relationships with clients and potential clients tradespeople and vendors.

Ability to effectively manage multiple tasks and priorities and work in a fast-paced environment and to meet project deadlines Expert in the use of a variety of hand-tools such as screwdrivers pliers etc. as well as power tools such as hammer drills chop saws etc. and simple electronic test equipment such as voltmeters continuity checkers. Expert in the installation of bulk cabling as well as termination of various types of connectors including RJ45 solder terminal punch down fibre optic and phoenix. Physical ability to lift move carry up to 25 kg. Ability to stand and/or walk for extended periods. Ability to work at heights on ladders or man lifts.

Core Competencies:

Collaboration (Intermediate - I):
Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.

Communicating for Results (Intermediate - I):
Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information opinions and judgments. Handles conflict empathetically. Explains the context of interrelated situations asks probing questions and solicits multiple sources of advice prior to taking action when appropriate.

Problem Solving (Intermediate - I):
Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives risks and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders.

Role Based Competencies:

Accountability (Intermediate - I):
Sets objectives that meet organizational needs. Provides recommendations to individuals and teams on ways to improve performance and meet defined objectives. Monitors and provides feedback on individual and team performance against defined standards.

Analytical Thinking (Intermediate - I):
Coordinates the information gathering and reporting process. Reviews trends and compares to expectations. Conducts research to define problems and prepares responses to anticipated questions. Prioritizes multiple issues and opportunities. Identifies relationships and linkages within several information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Defines priorities within performance objectives. Reports and identifies areas that need guidance in order to resolve complex issues. Anticipates the possible outcome of potential solutions.

Information Systems Knowledge (Intermediate - I):
Resolves escalated problems of technical support. Identifies root causes. Sets up and integrates new and enhanced information systems. Identifies customer needs and determines the appropriate approach to apply and ensure resolution. Solicits the input of appropriate technical experts and managers as required.