Av Support Administrator

Job Category

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 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

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

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 necessary conditions for a rewarding career.

Job Summary

The AV Support Administrator provides high level administrative, project and help desk support within the AV Operations team and in partnership with the Facilities Planning (Infrastructure Development) Team to support General Teaching and Learning Spaces at the Vancouver Point Grey campus.

The Incumbent will perform administrative functions that both enable the AV Support team to deliver on its goals and objectives, as well as provide back-up coverage for AV Coordinators. This position monitors and manages the AV Support ticket queue and ensures the flow of service requests adhere to current work flows and escalation procedures, handling of support requests are in line with departmental objectives and client expectations, manages end user communications and related tasks on behalf of the support team.

Additionally, the AV Support Administrator supervises the team of up to 20 student employees of Learning Space Stewarts and Help Desk Assistants as well as overseeing the priorities of the support team resources consisting of AV Support Technicians, Analysts and student staff; dispatching to service calls as needed.

Organizational Status
The AV Support Administrator works within the UBC IT AV Support team and reports directly to the AV Support Team Lead. This role works on a range of projects and initiatives within the AV support team in support of General Teaching Spaces. For various assignments, this role will functionally report to the assigned project lead. This position will also work closely with various individuals assigned to given initiatives, such as Facilities Planning (Infrastructure Development, Classroom Facilities) AV Projects Team, Support Team Lead, Technicians, Analysts, and other units within UBC IT. The AV Support Administrator role is a full time, on campus position which plays a key role with team, client and classroom engagement



Work Performed

• Supports the UBC IT AV portfolio and liaises across specific project teams in the initiation of projects, documentation, archiving and definition of scope and deliverables.
• Utilizing various systems such as Harvest, Service Now and Spaces, collates reporting for management and clients on metrics related to the AV Support team deliverables or projects.
• - Produce and analyze monthly and quarterly reports on AV support statistics that includes, but not limited to: classroom recording service, virtual conferencing, AV system usage in GTS, service ticket handling for UBC IT leadership and clients as needed
• -Researches and writes project documentation: Project Plans, Scope Documents and Project Charters
• -Develops and implements internal communication tools for use between Project Managers, Coordinators and Analysts to keep teams informed of project status, business directions, scope changes, and milestone achievements across the Department.
• Develops working relationships across the client organization.
• Responsible for creating and applying a variety of business processes to establish criteria for project and support requests; ensures project support and timelines are met. Prepares relevant documentation.
• Creates and distributes client communications; responds to escalations and investigates and resolves client concerns relating to GTS space AV system & facilities, resource scheduling, access to resources, project queries, AV support matters and assisting with AV support leadership with team or end user communications.
• Assists in the development of business and implementation plans, policies, standards, training documentation and budgets for various AV support projects and initiatives.
• Responsible for hardware and service solution recommendations for clients, procurement and invoicing. Responsible for ensuring asset and room inventory database is up to date and accurate and provides training and guidance to junior staff with asset database data entries. Familiar with SQL database for data maintenance.
• Acts as Database Administrator to manage and maintain AV inventory and asset data. This includes: overall management of all data sets, validating and reconciling data entries submitted by AV technicians, ensuring all data is current and correct, and coordinate data audits.
• Gathers information from users and a variety of other sources, refines project requirements and develops small modules of larger project plans with support of senior members of the team
• Responsible for ensuring the accuracy and completeness of project objectives and documentation.
• In partnership with UBC Facilities Planning, the Incumbent will ensure AV equipment in Learning spaces are maintained to established standards by leading routine checks and assessments and take appropriate action by assigning proper resources to resolve issues
• Provides guidance and direction for AV Technicians at the AV help desk and vetting escalations by determining validity, needs and priorities to other AV operations teams or IT units.
• Assisting with supervising, posting and maintaining student shift schedules, task coordination and act as secondary support for student staff on shift.
• Manage department hardware and supplies inventory levels, minor procurement and provide guidance for classroom hardware end of life replacement recommendations.
• Participates in the management of the AV Support team: Approving submitted student staff hours for pay, provide AV Technicians with guidance and support in obtaining key resources to address technical issues, creating quotes, initiating procurement, minoring cost recovery services, coordinate resources, schedules and client communications for space assessment service requests
• Develop, update and maintain the AV operation's KB and internal project initiatives schedule and resource plans
• Expected to communicate and coordinate service issue escalations and resolutions for classroom spaces with other UBC operations departments such as Building Operations and Campus Security
• Performs other duties as required.

Consequence of Error/Judgement

Work requires independent judgement and initiative. Makes focused decisions regarding the administrative aspects of various assignments and service requests, through the application of basic information processing principles, theories and concepts. Work will be closely coordinated by the AV Support Team Lead.

Judgment lapses may result in project delays, client relation issues or impact classes.

Supervision Received
Works autonomously and receives direction from the AV Support Team Lead. Work is reviewed in terms of completeness, accuracy and timeliness .

Supervision Given
Supervises a team of Learning Space Stewarts and Help Desk Assistants (Student Employees) and may oversee additional resources on a project or task basis.


Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of one year of related experience, or the equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one's own

- Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

Undergraduate degree in a relevant discipline. A degree in Business, Computer Science or Management Information Systems is preferred. Minimum of one year experience or the equivalent combination of education and experience. Experience working in a technical environment is required.

Experience working in an academic environment would be an asset.

Experience with project coordination and management is preferred.

Advanced Excel skills preferred.

Web development knowledge and experience (HTML, CSS) preferred. Proficiency will current versions of MS Office Business Productivity Tools is required.

Familiar with ServiceNow incident management system an asset.

Understanding of data management and inventory maintenance

Working knowledge and experience with Zoom, MS Teams and other major virtual conferencing platforms

Strong verbal and written communication skills.

Ability to liaise with internal and external clients, resolve issues and prepare documentation or summaries of projects or incidents as required.

Effective relationship-building skills-this goes beyond basic interpersonal skills to being able to foster trust and confidence in our clients and build lasting relationships.

Self-starter and team player.

Ability to work effectively both independently and collaboratively within a team environment.

Excellent computer skills-MS Office skills, and the ability and desire to learn new applications and build on an existing technical proficiency with various software packages.

Attention to detail and organizational skills.

The workload may be challenging at times, therefore the ability to manage time, prioritize tasks and produce quality work with tight time constraints will ensure maximum success. Collaboration - Takes initiative to actively participate in team interactions. Without waiting to be asked, constructively expresses own point of view or concerns, even when it may be unpopular. Ensures that the limited time available for collaboration adds significant customer value and business results.

Communication for Results - Converses with, and writes to, peers in ways that support transactional and administrative activities. Seeks and shares information and opinions. Explains the immediate context of the situation, asks questions with follow-ups, and solicits advice prior to taking action.

Problem Solving - Asks questions and looks for data that helps to identify and differentiate the symptoms and root causes of every day, defined problems. Suggests remedies that meet the needs of the situation and those directly affected. Resolves problems and escalates issues appropriately.

Accountability - Checks assumptions about mutual expectations and clarifies standards of overall performance. Checks the scope of responsibilities of self and others. Monitors day-to-day performance and takes corrective action when needed to ensure desired performance is achieved.

Analytical Thinking - Collates and reports information. Identifies trends and exceptions. Investigates to define problems more accurately. Sorts information in order of importance. Identifies relationships and linkages between components. Identifies variable potential causes and effects. Solicits guidance to define criteria and assign values of importance and urgency. Escalates issues of an exceptional nature.

Business Enterprise Knowledge - Inquires about the relationship of technology to the business as it pertains to assigned area of responsibility and related projects. Seeks out relevant information from available sources including supervisors, peers, clients, intranet/Internet, and documentation.