Permanent Full-Time Position
8:30am to 4:30pm / Monday to Friday
Pay Grade J ($58,128 to $62,231 per annum)
Applications are invited for an Audio Visual Technology Coordinator to coordinate technology services and support required for events, conferences and programming on campus. The AV Technology Coordinator provides comprehensive tier 2 troubleshooting and resolution support, oversees the equipment management and maintenance of built-in audio-visual, videoconferencing, lecture capture/streaming and, digital signage systems, manages work orders and help desk activities (assigning, tracking, resolving, and escalating CTS-related tickets), and provides day-to-day supervision, training and coaching to tier 1 technical staff. The Technology Coordinator helps execute audio-visual equipment and system upgrades and leads on technology and system projects to support classroom learning, university administrative, and research objectives. Applicants will have:
- Two-Year Diploma in a media related field of audio, film/video, or audio-visual installation, plus at least two years of specialized and/or ongoing relevant training.
- Minimum five years’ related experience in a comparable technical position in a post-secondary institution with extensive knowledge in equipment management OR an equivalent level of education and/or experience.
- Four years’ experience with room control systems (e.g., Creston or equivalent), instructional media hardware, video production equipment, video conference equipment and software, computer hardware and software, audio equipment, as well as video projection equipment.
- Experience providing IT Help Desk, or deskside client support.
- Avixa CTS General Certification.
- Experience in supporting teaching and event environments.
- Supervisory experience.
- Good understanding of audio-visual technologies including: video routing systems, video standards, conversion and integration techniques; audio routing systems, audio processing and advanced effects such as echo-cancellation, and automation/control systems, integration with audio and video devices, programming, interface design and troubleshooting.
- Ability to accurately diagnose and resolve problems.
- Ability to operate and perform set-up of audio-visual equipment (e.g., videoconferencing, digital recording, audio and video playback systems, projectors, microphones and public address systems).
- Applied experience with IP networks.
- Strong supervisory, team management, organizational, analytical reasoning and problem-solving skills.
- Strong interpersonal, customer service, communication (verbal and written) and conflict resolution skills.
- Some understanding of budget planning processes.
- Physical stamina and mobility to permit lifting, carrying, and moving heavy objects.
Some Typical Duties:
- Coordinates, monitors, and provides oversight for the operation and maintenance of audio equipment and sound systems, video equipment, video conferencing systems, and built-in audio-visual systems in lecture theatres, classrooms, meeting rooms, and other areas on campus. May consult with supervisor on repair suitability and options when repairs are extensive. Arranges for equipment substitution where possible and ensures the University community is aware of the changes and the status of repairs.
- Provides Help Desk support by monitoring tickets directed to the CTS unit, assessing, prioritizing, assigning tickets, creating sub-tickets, and linking or merging tickets. Regularly monitors Tier 1 CTS outstanding tickets to ensure progress is made and clients are kept informed. Uses clear and concise written communication to document ticket work. Responds with assistance to all clients through various channels such as tickets, emails, phone calls, and site-visits.
- Acts as the on-site technology Tier 2 support for both internal and external clients. Resolves client audio-visual problems by providing troubleshooting and support for built-in room systems, recording/streaming, videoconferencing, digital signage, and client accounts, according to established SOPs, department procedures, configurations, and best practices.
- Onboards, trains, supervises, and assigns and monitors the day-to-day work of CTS Tier 1 support staff. Matters of an evaluative, disciplinary, contract administration and interpretation basis are referred to the Manager. Provides guidance by establishing priorities and objectives. Assists supervisor in scheduling and maintaining appropriate staffing levels and support during operating times, including scheduled vacations, and overtime requests.
- Organizes a regular maintenance schedule for audio-visual equipment and systems and related computer equipment on campus to ensure that the equipment and systems are operating properly and that they comply with departmental maintenance standards.
- Manages the equipment inventory and scheduling software (WCO), ensuring that all equipment and assets are recorded. Maintains inventory system for tracking and organizing equipment, including consumables, tools, parts, and other related items. Leads staff on regular equipment inventory count. Oversees the collection of data and analyzes usage and metrics related to services and equipment. Recommends equipment replacement and purchases to supervisor.
- Coordinates audio and video lecture recording (Extron, Kaltura, Vimeo) support (delete/upload files, database fixes, access control). Facilitates video lecture capture and videoconferencing by assessing client needs, assisting in sessions, or scheduling technical support. Provides support by receiving and resolving support escalations and coordinating escalations with the vendor (e.g., call Zoom or Bluejeans for technical support).
- Operates and monitors specialized server-based applications for audio-visual work management, digital signage, and room management of built-in controls (i.e., BiAmp, Crestron technology) in lecture theatres, classrooms, studios, and meeting rooms. May consult with the supervisor on repair suitability and programming options when repairs and upgrades are extensive.
- Oversees the creation and maintenance of technical and client-facing documentation, ensuring documents are updated and uploaded to the management system and published to the departmental website.
- Participates in interdepartmental working groups to resolve issues, evaluate emerging technologies, and establish service standards. Represents the work unit at department meetings and other meetings as required.
- Assist in the support and set-up for various events from lecture series to the full execution of intricate productions. Works collaboratively with the CTS Events Unit, Facilities, University Events, Gallery Staff, and the Teaching & Learning Centre to execute events successfully.
- Supports the supervisor and peer team members in defining appropriate technology standards and identifying best practices in the AV industry. Assists in designing and evaluating new departmental procedures and systems. Discusses potential financial and client impacts with management. Assists in creating supporting documents (checklists, forms, etc.) to support new policies and procedures.
- Under direction, leads on relevant projects, developing implementation plans, coordinating activities with key stakeholders. Liaise with vendors and suppliers for project and operations related work.
- Works closely with the AV Specialist and the Manager on annual capital processes, including equipment replacement and upgrade projects.
- Maintains currency in new technology, equipment, and software by reading, studying, and compiling requirements and specifications. Attends equipment exhibits, workshops, or examines and operates equipment, to provide technical consultation or equipment evaluations to supervisor.
- Acts in a backup capacity during the absence of other CTS personnel as needed.
- Performs other related duties as required.
To apply for this job, please visit https://ecuad.peopleadmin.ca. Competition closes on Monday, 19 April 2021.
Emily Carr University especially invites those who have demonstrated a commitment to upholding the values of equity, diversity, and inclusion and will assist us to expand our capacity for diversity in the broadest sense. In addition, to correct the conditions of disadvantage in employment in Canada, we encourage applications from members of groups that have been historically disadvantaged and marginalized. These include women, persons with diverse gender expressions and identities, persons of all sexual orientations, racialized persons, persons with disabilities, and First Nations, Metis, Inuit and Indigenous persons. All qualified people are encouraged to apply; however, Canadians and permanent residents of Canada will be given priority. While we thank all candidates for their interest, only those short-listed will be contacted.