Support Coordinator

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 for approximately thirty departments, schools, and units, supporting over 800 faculty, 600 staff, and 13,000 students across the Faculty of Arts. The incumbent also integrates these services with university-wide directions in the delivery of informational technology services.

Organizational Status
Reports to the Manager Help Desk / AV Support, Arts Instructional Support and Information Technology (Arts ISIT); interacts directly with Heads of departments, 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
Receives some guidance and limited directions for determining departmental computing needs, implementation of systems and develop solutions for IT job requests. Shares responsibility with other Arts ISIT staff for ongoing management of facilities including hardware and software upgrades. Ensures integrity and security of systems. Collaborates with academic units and service groups within the Faculty and other campus units for resolution of IT job requests. Acts as resource person on issues relating to computer hardware or software problems.
Provides support for the use of computer equipment within the Faculty's classrooms and laboratories. Performs tier 1 desktop support, including computer, mobile, web, software applications, network connectivity, printing and other peripherals. Trains users in a variety of software applications for administrative, academic and instructional activities and hardware operation. Trains users in best computer practices and security in accordance with UBC policies and guidelines. Assists senior staff with the maintenance and imaging of the computers laboratories running on both Windows and macOS platforms. Applies appropriate patches and service packs to ensure optimal performance of the computer labs. Maintains the computer labs facilities as a welcoming place for students to work in, and recommends technical solutions to improve the environment.

Core Duties
Assists users, both remotely and in-person, to diagnose and resolve problems, escalates when necessary, and documents problem status and action taken. Performs preventive maintenance tasks, troubleshoots and repairs systems and peripheral equipment. May deploy new hardware, software, networking and security updates. Maintains an inventory of equipment, service contracts, warranty and maintenance agreements. Provides training for users in use and configuration of software, hardware, network systems and peripheral equipment. Writes and maintains documentation in accordance with prescribed standards. Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools. Performs other related duties as required.

Consequence of Error/Judgement
Must be able to exercise judgment and tact when dealing with client and data. Makes decisions regarding the programming and technical support through the application of basic information processing principles, theories and concepts. 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. Information must be kept under strict confidentiality.