Support Coordinator - UBC, Vancouver

Responsibilities

The Support Coordinator is part of a team that provides the Faculty of Arts with audiovisual and information technology support services for administrative, teaching, and research needs. The incumbent receives guidance for determining departmental computing needs, implements systems, and develops solutions for IT job requests while maintaining facility hardware and software.

• 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 computer laboratories running on both Windows and macOS platforms.
• Applies appropriate patches and service packs to ensure optimal performance of the computer labs.
• Maintain the computer labs facilities as a welcoming place for students to work in, and recommends technical solutions to improve the environment.
• 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.
• Perform other related duties as required.

Requirements

• 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.
• 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.
• Sound understanding of communications and networking.

The team

The position sits within Audio Visual and Information Technology Support under Arts Instructional Support and Information Technology (Arts ISIT). The team supports approximately thirty departments, schools, and units, assisting over 800 faculty, 600 staff, and 13,000 students across the Faculty of Arts while interacting directly with department heads, faculty, staff, students, and external technical partners.