AV Analyst-1

Staff - Non Union

Job Category M&P - AAPS Job Profile AAPS Salaried - Information Systems and Technology, Level B Job Title AV Analyst-1 Department UBC IT | Audio Visual Projects | AV Programming Compensation Range $6,251.00 - $8,986.00 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date April 9, 2025

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

Job End Date Mar 31, 2026

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 Summary

The Support Analyst I provides technical advice and contributes to the design, configuration, administration, end user support and selection of software, on-premises server, SaaS/cloud services, digital signage systems, hardware and network systems and various end user devices.

This position is responsible for the day-to-day support and administration of core Audio-Visual infrastructure including network systems, servers and databases, digital signage, cloud hosted services, unified communication services, applications and hardware.

The Support Analyst I provides tier 2 support for escalated AV and AV network related systems issues that cannot be resolved by the AV Technician team. The AV Analyst performs in-depth troubleshooting and diagnostics of systems to determine and correct issues related to software, firmware, system programming, security and hardware, and networks where and when required. This position will be responsible for the successful completion of hardware installation activities, with minimal direct supervision or support.

This position is on-campus with limited opportunity for remote work. A significant portion of tasks will be completed in the field, across the UBC Vancouver campus and other UBC affiliated locations across the lower mainland.

May be required to work night shifts and/or shift rotations, provide after regular business hours support as necessary as well as respond to pager and/or cellular phone during regular business hours.

Organizational Status
This position reports to the Team Lead – Commissioning, Core Infrastructure and Programming. May also at times work directly under a Project Manager. Collaborates with management and staff from all sections of Information Technology, other administrative and academic offices, and faculty to coordinate application support. Interacts directly with instructors and researchers across the UBC community.

Work Performed

Specific Duties:

• Designs, modifies and/or makes enhancements to, implements, installs, and maintains legacy analog and new digital technology for AV systems to ensure efficient and effective Audio Visual systems for the University.
• Takes direct responsibility for the installation and integration of AV systems, video conference systems, and digital signage.
• Coordinates the integration of AV with other building systems, collaborates with other trades such as electrical and network data specialists to ensure appropriate infrastructure is in place to support integration.
• Provides Tier 2 operational support for enterprise AV systems and supporting infrastructure; troubleshoots user and system issues to resolution, audits logs, monitors system health, and resolves configuration errors.
• Designs, modifies and/or makes enhancements to, implements, and maintains AV systems and underlying network, server, and database infrastructure to ensure efficient and effective Audio Visual systems for the University.
• Monitors networks and infrastructure systems and evaluates incidents and escalates where necessary.
• Administers applications, cloud, and server-based AV services defining and applying service policies and access controls.
• Supports provisioning for related AV services using tools such as Active Directory and relevant application admin tools.
• Develops reports and data extracts from system and service management databases for analysis.
• Liaises with other technical support and architecture groups within the Information Technology department and in the broader University community towards the effective design, implementation and operation of University services.
• Consults with clients in the technical coordination and implementation of AV systems across campus.
• Interfaces directly with clients and ensures complete mutual understanding of AV system plans and implementation.
• Provides IT AV support to resolve network, AV and workstation problems and address hardware failures, connectivity problems, resolve server failures, etc.
• Troubleshoots system or equipment related issues for a wide range of permanently installed audio-visual systems, video conference systems, digital signage and other electronic equipment and AV systems, including multi-media projectors, touch-panels and complex AV control systems.
• Responds to emergency audio-visual equipment or system service calls when the front-line AV technicians are not able to rectify the malfunction or problem.
• Tracks, prioritizes and responds to all service requests utilizing in-house ticket systems.
• Prepares training plans and materials, and instructs staff as required for service changes or solution implementations.
• Prepares user and technical documentation and procedure guidelines.
• Continuously builds knowledge of applications and infrastructure supporting Audio-Visual services. May act as a liaison with vendors to investigate and propose AV solutions.
• Designs and implements sound and effective infrastructure backup and recovery procedures. Provides ongoing monitoring of these procedures to ensure continued effective operation and takes corrective action when required. Assists in broader disaster recovery and business continuity planning.
• Once approved, plans, coordinates, implements and reports on procurement, quality assurance, scheduling and implementation of application changes/upgrades/functionality improvements.

Core Duties:

• Provides technical advice on AV information technology improvements, services, policies and procedures and trains end users in their effective use.
• Supports the monitoring and analysis of AV and IT systems issues and contributes to recommendations for all systems supported infrastructure as part of regular operations.
• Contributes to the design, provisioning and configuration of systems.
• Designs basic record and report formats.
• Contributes to the development of best practices, standards, procedures and quality objectives across systems infrastructure or platforms.
• Reviews application logs and alerts to monitor application stability, and identifies opportunities to enhance application performance and operation.
• Monitors, evaluates, and maintains systems and procedures to protect the data systems and databases from unauthorized users and recommends corrective actions to ensure data security.
• Implements data restore and recovery plans and procedures to protect and continue data system and database activities that support broader emergency or disaster recovery plans.
• Develops training materials and provides training for users in use and configuration of software, hardware, network systems and peripheral equipment.
• 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 on a variety of computer systems and peripheral equipment.
• Proactively monitors for and deploys new hardware, software, networking and security updates.
• Maintains and updates department asset management system.
• Modifies and debugs existing software application modules using disciplined software development processes, quality standards and procedures.
• Prepares 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

This position is expected to perform at senior level of technical proficiency providing enterprise IT services to UBC customers and end users. Consequences of error could translate to prolonged downtimes of mission critical applications at the individual, departmental or workgroup level.

Impact of decisions would affect the quality of service to customers and end users thereby possibly incurring additional operating costs, violating legal and other regulatory requirements, and/or negatively impacting the public's perception of UBC.

Supervision Received
Works autonomously in accordance with general instructions as to methods and procedures. Reports to the Team Lead – Commissioning, Core Infrastructure and Programming. Expects to demonstrate initiative and operate with minimum supervision.

Supervision Given
In the absence of a Team Lead, will supervise Technicians. May also supervise staff on a project basis.

Qualifications

An interest in supporting instructional and research-oriented faculty and staff. Undergraduate degree in a relevant discipline. Undergraduate degree in Computer Science preferred.

ITIL certification. Minimum of two years experience or the equivalent combination of education and experience. A minimum two years of experience working with enterprise level networks, desktop and server software operating systems, authentication, email and other technologies.

Network management experience using Cisco ASDM, UBC IT Network Transmogrifier, VPN configuration.

Advanced knowledge of Microsoft, Cisco, Apple and Linux operating systems, server/network environments and hardware.

Valid class 5 BC drivers' licence is required.

Certified Technology Specialist (CTS) is considered an asset.

Advanced skills in the installation, integration and operation of audio-visual equipment, including basic carpentry and electrical skills is preferred.

Effective and methodical troubleshooting skills.

Thorough knowledge of Windows operating systems, Windows networking, computer hardware and experience using ticketing systems when required (ServiceNow).

Working knowledge of Active Directory, Group Policies (GPO), and SCCM (System Center Configuration Manager).

Good understanding and application of Cybersecurity principles.

Collaboration - Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.

Communication for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of interrelated situations, asks probing questions, and solicits multiple sources of advice prior to taking action when appropriate.

Problem Solving - Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives, risks, and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders.

Accountability - Sets objectives that meet organizational needs. Provides recommendations to individuals and teams on ways to improve performance and meet defined objectives. Monitors and provides feedback on individual and team performance against defined standards.

Analytical Thinking - Coordinates the information gathering and reporting process. Reviews trends and compares to expectations. Conducts research to define problems and prepares responses to anticipated questions. Prioritizes multiple issues and opportunities. Identifies relationships and linkages within several information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Defines priorities within performance objectives. Reports and identifies areas that need guidance in order to resolve complex issues. Anticipates the possible outcome of potential solutions.

Information Systems Knowledge - Resolves escalated problems of technical support. Identifies root causes. Sets up and integrates new and enhanced information systems. Identifies customer needs and determines the appropriate approach to apply and ensure resolution. Solicits the input of appropriate technical experts and managers as required.