Support Coordinator in Vancouver

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 because of the nature of the data stored in the systems. The Help Desk is the most (client) interactive and highly visible service the department offers. 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
Receives direct supervision from the Manager Help Desk / AV Support, Arts Instructional Support and Information Technology, Arts ISIT. Work is reviewed in terms of completeness, accuracy and timeliness.

Supervision Given
Provides some assistance and provides technical guidance/training to part time (student) employees.

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
University Degree in Computer Science or equivalent training and experience with microcomputer systems preferred. Preferably within a university environment. ITIL training and/or certification is an asset. CompTIA A+ Certification; CompTIA Network+ Certification; CompTIA Security+ Certification.

Experience
Proven computer troubleshooting experience. Proven experience with computer network troubleshooting. Previous work experience with Windows and macOS. Extensive experience with software applications (Microsoft Office product suite, email clients). Experience with Mobile devices (iOS and Android). Experience with systems hardening, endpoint encryption, virus and malware protection, maintenance and removal. Experience with system imaging tools (Ghost, Acronis, DeployStudio). Experience with computer hardware (building, repairing, diagnosing and replacing components). Knowledge of configuration and interaction between UBC computer systems.

Skills
Strong customer service, interpersonal and good communication skills (written, oral and listening). Ability to explain technical terms and problems in layman's terms. High level of organizational and time management skills. Exhibits a strong attention to detail including accurate documentation. Must be flexible and perform well under pressure. High level of motivation and desire to learn, with a demonstrated ability to work well in a team environment with a service oriented mentality. Enthusiastic about contributing to the learning environment of the University.

The University of British Columbia is a global centre for research and teaching, consistently ranked among the top 20 public universities globally. A large part of what makes us unique is the community of engaged students, faculty, and staff who are collectively committed to shaping a better world. Recognized as a leading employer in British Columbia and Canada, UBC supports inspired students, faculty and staff on their journey of discovery, and challenges them to realize their greatest potential. New ideas, changing infrastructure, innovative technology, and fresh approaches are opening up possibilities for the future of research, teaching, and work. Are you ready to embrace the future together?

Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, and/or Indigenous person. All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.

If you have any accommodation or accessibility needs during the job application process, please contact the Centre for Workplace Accessibility at workplace.accessibility@ubc.ca.