Description:
Liaise between the Laurentian University community and IT for overall computing needs with a focus on audio-visual technologies. The IT Service Desk AV Technician is an integral part of the IT Service Desk Team. The candidate must possess vast knowledge of certified technical skills obtained through industry-standard education and soft skills. The IT Service Desk AV Technician must also provide efficient and immediate service to the whole Laurentian University community. The incumbent will be responsible for providing 1st-level technical service, support, and maintenance of instructional space and its equipment for University faculty, staff, and students.
- Provide service and support in response to service desk calls that require immediate resolution in all instructional spaces;
- Resolve A/V Service calls that are received in the call ticketing system or logs and resolve requests using the current ITSM solution;
- Install, service, maintain, troubleshoot, and repair hardware, including but not limited to interactive boards, video/digital cameras, control systems, projectors, etc., and their related software applications.
- Interpret user needs and demonstrate to faculty, staff, and students the correct procedures for operating the teaching and learning equipment;
- Learn from A/V service manuals, documents, and technical information notes;
- Demonstrate comprehensive knowledge of all analog and digital technology and how it is applied to the position. e.g., Display Port, Hi-Definition Multi-Media Interface (HDMI all versions), High Definition Content Protection (HDCP) DVI, DVI-D, MAC Thunderbolt digital signal protocols.
- Participate in continuous innovative planning for all AV-related process improvements for the short and long term;
- Provide end-user training on various current IT offerings;
- Work closely with the Service desk staff;
- Collaborate with other IT team members;
- Maintain the inventory of teaching and learning equipment using current processes;
- Report any issues through the proper channels so that they can be assessed and corrected; and
- Support the Service Desk team with ongoing operational duties or new projects, i.e., imaging of computers, classroom support, phone support, email, copier fleet, etc.
Qualifications
- Grade 12 or equivalent plus a minimum of an Audio/Visual Technology certification from a recognized institution or a combination of applicable training and experience;
- Minimum of three (3) years experience with AV equipment found in an educational environment (including but not limited to interactive boards, video/digital cameras, control systems, projectors, etc, and their related software applications);
- Knowledge of A/V control systems and wiring standards (Extron certification preferred);
- Demonstrated ability to troubleshoot equipment malfunctions and explain technical details in layman’s terms, so it is easy for clients to understand;
- Superior skills in time and project management, initiative, and attention to detail;
- Able to cope with high-pressure situations and changes in priorities;
- Well-developed problem-solving skills in order to identify problems, determine possible solutions and select the appropriate action;
- Excellent interpersonal skills and proven ability to work well with others; and
- Ability to work fluently, oral and written, in both official languages (French/English) is required.