Research Assistant/Technician 4

Staff - Union

Job Category
CUPE 116

Job Profile
CUPE 116 Salaried - Research Assistant /Technician 4

Job Title
Research Assistant/Technician 4

Department
Audio Visual and Information Technology Support | Arts Instructional Support and Information Technology

Compensation Range
$5,281.00 - $5,738.00 CAD Monthly

Posting End Date
April 6, 2024

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

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 Description Summary
The incumbent will be part of a team that provides the Faculty of Arts with audiovisual and information technology support services for the administrative, teaching, and research needs of approximately thirty departments, schools, and units. The incumbent also integrates these services with university-wide directions in the delivery of multimedia services.
Organizational Status
Reports to the Manager, Help Desk and A/V, Arts Instructional Support and Information Technology (Arts ISIT); interacts directly with faculty, staff and students, as required in order to fully understand client needs and departmental procedures; liaises and collaborates with external commercial consultants and technicians as well as additional UBC service partners.
Work Performed
Provides support for the provision of audio-visual, videoconferencing and lecture capture systems to faculty and staff in the Faculty of Arts. Coordinates and performs inventory, maintenance, repairs and bookings of multimedia systems. Acts as liaison with various campus partners such as UBC IT Audio Visual Services, Building Operations, Project Services and Facilities Planning.
- Oversees tickets assigned through the Help Desk. Responds to requests for assistance in setting up or operation of audio-visual facilities, including but not limited to learning spaces, computer labs and meeting rooms, portable computer/video systems and other audio-visual equipment. Maintains responsibility for completion of each ticket assigned per requests.

- Demonstrates, instructs and advises clients in the proper use and operation of a variety of multimedia equipment and systems, and how to incorporate multimedia and digital content into their work. Prepares written material or screencasts on how to use specific equipment.

- Coordinates and distributes equipment and computer labs booking by using a reservation system.

- Maintains and documents problems and resolutions by using an incident management system. Documents unresolved user problems for the Manager s attention.

- Provides technical support and expertise to faculty and staff in the selection and operation of multimedia equipment.

- Coordinates delivery, set-up, and retrieval of portable and specialized AV equipment for specific purposes. Ensures all necessary AV equipment (such as camera, codecs, recording and streaming devices) are delivered, set up, properly configured, and tested for the session.

- Troubleshoots audio-visual equipment in Buchanan as well as other buildings on campus such as Lasserre, Anthropology and Sociology and Brock Hall.

- Looks after a large audio visual equipment inventory, including checking and ordering of supplies and parts, maintaining accurate service records, and tracking of equipment warranties.

- Proactively identifies and resolves preventative maintenance issues, and performs and coordinates service maintenance on audio-visual equipment and systems. Repairs equipment, replaces parts, troubleshoots electrical and mechanical problems; makes arrangements for external repairs for work that cannot be done within the department.

- Coordinates and conducts monitoring of classroom equipment and systems to ensure that they are in good operating condition, including problems with whiteboards, podium computers, projection screens, electrical wiring, ventilation, heating, window blackout drapes, etc.

- Maintains contact with suppliers and product vendors as well as contractors and consultants in regards to renovation and installation projects.

- Contributes to planning for the audio-visual area in the Faculty of Arts. Advises faculty and departments in selection, purchase and use of multimedia equipment to facilitate administration, teaching and research.

- Coordinates key control and secure access to equipment and video editing rooms.

- Assists in preparing the budget and in the forecast of expenditures.

- Provides multimedia production services.

- Evaluates processes and procedures, proposes recommendations to improve services and continuously monitors service improvement.

- Provides student staff mentoring for multimedia services.

- Maintains current knowledge on features, technologies and benefits of all multimedia products.

- Performs other duties related to the skills and qualifications of the position.
Consequence of Error/Judgement
Must be able to exercise judgment and tact when dealing with client and data. Due to the unpredictability of support issues and equipment failures, the individual must have the ability to troubleshoot and work with alternative solutions. Errors in judgment could lead to work disruption, lost productivity, unnecessary costs and interfere with the ability of faculty members and departments to function effectively.

The Service Desk is the most (client) interactive and highly visible service offered by Arts ISIT. Effective operation and exemplary client interaction is critical for the ability of instructors and administrators to perform their duties, as well as the public perception of the whole unit.
Supervision Received
Works under the general direction of the Team Lead, Arts Instructional Support and Information Technology, with minimal supervision.
Supervision Given
Provides assistance, technical guidance/training and supervises routine duties of student staff members and employees at lower classification.
Minimum Qualifications
Completion of a university degree in a relevant discipline or technical program and a minimum four years of related experience or an equivalent combination of education and experience. Some positions may require a graduate degree.

- 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
Graduation from a technical college or institute. ITIL training and/or certification is an asset.   Certified Technology Specialist (CTS) Certification.

Experience in an audio-visual area with an understanding of booking, scheduling, tracking and purchasing multimedia equipment. Experience in Information Technology, particularly in technical support. Computer literate, proficient in Windows and Mac computers, and have basic network knowledge. Prior experience with production techniques, set-up and operation of audio-visual equipment, proficient in using MediaSite, NCast or similar systems. Experience in technical maintenance and servicing.

Skills:
- Ability to operate and maintain equipment (data projectors, digital audio and video recorders and processing equipment, video, film, slide, sound reproduction equipment, PA system, Lecture Capture systems and photographic equipment).
- Knowledge of computer hardware and software.
- Ability to use a variety of hand tools, such as screwdrivers, pliers, simple electronic test equipment such as voltmeters, continuity checkers, soldering equipment, etc.
- Ability to read and comprehend technical material.
- Ability to lift, move, carry up to 25 kg.
- Able to stand and/or walk for extended periods.
- Good communication skills (written, oral and listening).
- Organizational skills; ability to multi-task to meet deadlines.
- Ability to maintain accuracy and attention to detail.
- Flexible and perform well under pressure.
- Strong customer service and interpersonal skills.
- Promotes a service oriented team environment to ensure the effective operation of the Arts ISIT Service Desk.
- High level of motivation and ability to learn and work independently.
- Demonstrated ability to work well in a team environment with a direct service orientation.
- Ability to organize and provide basic training and tutorials to faculty, staff, researchers, and students.
- Enthusiastic about contributing to the learning environment of the University.