Av Support Technician

Department: Information Management
Status: Contract Full Time (12 months)
Site: The Michener Institute
Salary: $30.24 - $37.80 per hour
Hours: 35 hours per week
Opportunity for hybrid work arrangements available for this role (min. 2 days onsite per week)

The Michener Institute of Education at UHN is Canada's only post-secondary institution devoted exclusively to healthcare professions, offering full-time, part-time and continuing education programs. For more than 65 years, Michener has prepared generations of professionals for applied health careers and responded to emerging health system priorities. We're uniquely situated within University Health Network (UHN) in downtown Toronto, one of the largest and most highly ranked hospital systems in Canada and internationally. Our curriculum is informed by cutting-edge research and clinical innovations, giving Michener graduates an advantage as they begin their careers. At Michener, we make healthcare happen.

If you want to work with a team of professionals dedicated to the advancement of applied health sciences, we encourage you to apply for the Audio Visual (AV) Support Technician position with The Michener Institute.

The Michener Institute of Education at UHN is looking to hire an AV Support Technician to join our Information Management Team. This position will play a critical role in assessing and integrating high quality audio-visual solutions and IT service support to students, faculty, and staff. The IT/AV Support Technician will work onsite and provide technology support (in-person, electronically, or by phone), training, and consultation to faculty, staff, students, and partners at Michener including computer, audiovisual, mobility, telephony, network connectivity, and various software applications.

The ideal candidate for this role:

• Uses technology in creative ways to solve a variety of technical problems while ensuring service level agreements are met.
• Has knowledge of various audio and visual systems, platforms, services, hardware, software, projectors, video conference equipment, conference room sound systems, lights, cameras, microphones laptops and phones.
• Provides hands-on and remote support/troubleshooting for a variety of setups and meeting formats including, integrated video and audio-conferencing equipment in conference rooms as well as web-based or mobile environment
• Can troubleshoot problems, including liaising with internal technology partners or external vendors.

Responsibilities:

• Serve as the first point of contact, providing excellent customer service to individuals seeking technical assistance with AV tools and simple technical issues.
• Set up, install, and support installing
• office equipment (e.g. printers, MFP'S, projectors and faxes),workstation software and applications, Smart Phones/Tablets (e.g. Android, iOS tablet devices etc.), audio, video and conferencing technologies
• Perform initial troubleshooting, with the ability to analyze and diagnose problems reported to the help desk related to classroom technologies, AV equipment, computer systems, software, and hardware.
• Maintaining all AV systems, including programming, routing and troubleshooting issues/challenges for classrooms, offices, and labs
• Provide basic training on how to use classroom infrastructure & video/audio conferencing tools to staff and faculty.
• Provide technical assistance to incoming queries and issues through calls and tickets.
• Take accountability to solve issues from start to finish by responding to help desk calls or submittedtickets, logging related help request, and triaging issues to the appropriate support team member
• Set up and configure desk-side equipment (laptops, PC's, phones, etc.) and audio visual equipmentand proper installation of equipment, cables, operating system, and software.
• Carry out routine maintenance to implement general and security enhancements such asimplementing patches to vulnerabilities, performing software and firmware updates.
• Create, maintain, and update technical knowledge base and technical documentation related to AVand classroom technology, and ensure that IM policies are maintained and followed, and recommendimprovements
• Continuous learning of IM services and technologies used.
• Manage the AV equipment inventory
• On occasion provide backup support for the support desk and vice versa.

• Diploma/Degree in Computer Science, Audio Visual Production, or IT Service Related
• 1-3 years experience in an Audio-Visual role directly relating to AV infrastructure in meetingrooms/labs/classrooms.
• Experience with designing & building AV solutions and implementation of those solutions is a must.
• Extensive support & troubleshooting experience with videoconferencing platforms such as Zoom,Microsoft Teams, GTM, WebEx, etc.
• Proficiency with various audiovisual equipment, including cameras, mixers, microphones, andcapture devices
• Familiarity with common video/audio editing & screen capture tools is an asset
• Familiarity with Windows Operating Systems, Microsoft Office, and Active Directory is an asset
• Experience with video content management platforms such as Panopto and Microsoft Stream is anasset
• Basic network skills, switches, cabling setup, TCP/IP and LAN/WAN
• Interest in emerging technologies - VR, AI, and machine learning
• Customer service oriented
• Excellent troubleshooting and problem-solving skills
• Strong verbal/written communication skills
• Proven ability to work independently
• Able to work cooperatively and collaborate with other team members

Closing Date: November 15, 2024

Qualified applicants are invited to submit a detailed resume and cover letter.

For further information on The Michener Institute, please visit our website at www.michener.ca.

The Michener Institute is publicly funded by the Ministry of health and is a respectful, caring and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity.

We offer accommodation for applicants with disabilities during the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.

While we thank all applicants only those selected for an interview will be contacted.