AV Support Analyst

University of British Columbia • Vancouver, BC

3d • Onsite

About The Position

UBC IT Audio Visual provides end-to-end support for the University’s 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 on-site 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.

Requirements

• 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 one’s own.
• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Nice To Haves

• 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.

Responsibilities

• 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.
• Provides expert technical advice on system applications and translating detailed specifications into functional requirements for programming teams to execute modular enhancements.
• Coordinating and overseeing the installation of complex digital audio systems, advanced digital video matrix systems, and sophisticated control automation systems, ensuring all AV hardware—including displays, racks, codecs, microphones, and cabling infrastructure—is 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.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level