Job Description

Application Deadline: 04/17/2025  

Requisition ID: 9195 

Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenizationand commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.

Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policyand employing a workforce that is reflective of local and national demographics. Laurier's Waterloo, Kitchener, and Brantford campuses are located on the shared traditional territory of the Neutral, Anishnaabe, and Haudenosaunee peoples. This land is part of the Dish with One Spoon Treaty between the Haudenosaunee and Anishnaabe peoples and symbolizes the agreement to share, protect our resources, and not to engage in conflict.  Laurier's Milton campus is located on the traditional territory of the Mississaugas of the Credit, and part of the Nanfan Treaty of 1701 between the British Crown and the Haudenosaunee Confederacy.

Position Summary

 

Reporting to the Manager, ICT AVIT Projects & Support, the Audio Visual Support Analyst is responsible to provide 2nd and 3rd level support for classrooms, meeting rooms and events in a tiered support model environment. This includes but not limited to, setting up and support of audio and visual technology, computers in classrooms and meeting rooms, web conferencing, and control technology in classroom consoles. The analyst is expected to provide quality technical resolutions to incidents and problems and must maintain an appropriate level of knowledge in all university standard hardware, software, and other technologies.  The incumbent will work within the defined service delivery model ensuring service tickets are prioritized, responded to, resolved and documented in the Service Management tool.

 

The Audio Visual Support Analyst is client service focused, and able to professionally communicate, engage, follow up and collaborate with faculty, staff, students and technical support staff in other departments of the university to ensure that the services offered by ICT meet the requirements of the institution. The incumbent will apply strong problem-solving skills that can be applied in various types of environments and situations. This position must be able to, coordinate the integration of AV projects, work with AV integrators, and lead classroom evergreen projects to successful completion.  

 

The incumbent is expected to provide the necessary inputs and feedback to the ICT department to meet the needs and requirements of clients. Services provided include remote and in person technical support. The Audio Visual Support Analyst is required to provide functional guidance to clients on the use of technology and be able to communicate with clients who have varying levels of knowledge.

 

Accountabilities

Support Services

• Monitor the incident ticket queue in the service management tool and provide 2nd and 3rd level expert support by responding to, resolving, recording, and closing service incidents to meet expected service levels. Monitor MS Teams for incidents that require immediate attention and provide immediate support.
• Follow up on open service incidents assigned ensuring tickets do not remain open beyond the expected service level.  
• Clearly document resolution for each incident in the service management system providing a reference for colleagues
• Work closely with team colleagues to keep them informed of technical issues, follow-ups, escalations, and resolutions. When appropriate, create technical documentation to be shared with the larger Support Team.
• Take ownership of technical problems and be proactive in resolving the issues
• Provide technical training to staff, faculty, students and external clients on how to use a variety of audio-visual media equipment including projectors, classroom console computers and panels, sound systems, and web-conferencing solutions in classroom/meeting room environments. This includes the creation of technical documentation and training materials.
• Provides desktop application support for classroom and meeting room computers including Microsoft 365, OneDrive, various browsers and specialized classroom applications.
• Provide connectivity support for the wide variety of devices and operating systems clients/faculty bring to use in the classrooms; provides in depth operating system support for Windows, iPadOS, Mac OS, and Android.

• Ensure service requests for event and/or conference support are logged, assigned, scheduled and closed in accordance with service level agreements and service management best practices.
• Collaborate and consult with ICT Infrastructure on network and wireless issues.
• May be required to provide technical support on site and/or remotely for all campuses: Waterloo and Kitchener, travel may be required to the other campuses.
• Act as a backup person for other members of the ICT Support group and participate on ICT project teams as required.
• Ensure the AV inventory database is updated regularly with all changes made as a result of equipment exchange or new integration.
• Provide mentoring support for team members, service desk, student and Co-op employees.

 

Technical Elements

• Forecast and performing routine maintenance such as projector lamp replacement, cleaning of AV equipment and replacement of projector filters in the classrooms. Comply with health and safety best practices when dealing with dangerous materials i.e. mercury in lamps.
• Install audio visual technology replacements or upgrades as part of the evergreen program.
• Ensure a clean and safe environment in the classrooms and event spaces where temporary equipment is installed. Recognize health and safety issues and resolve or report to the appropriate department.
• Responsible to configure new computers, update and maintain classroom and meeting room computers. Identify, research and test deficiencies in the classroom computer image and report to Desktop Architect team.
• Participate in continuing education by following market trends on audio visual emerging technologies, through vendor courses, and other training resources, such as AVIXA webinars.
• Participate in technology product reviews by creating an evaluation plan, setting up test environments, documenting evaluation results, and presenting to the AVIT team and manager.
• Troubleshoot defective equipment, contact and coordinate with manufacturers for repairs in or out of warranty.
• Utilize Microsoft’s MECM and Software Center to manage and install software on classroom computers.
• Configure and adjust AV control systems when required. This may include High Bandwidth Digital Content Protection (HDCP) management, Extended Display Identification Data (EDID) strategy, Digital Signal Processing (DSP) adjustments, touch and button panel adjustments and control driver changes when new equipment is introduced during classroom functional upgrades.

 

Project Leadership

• Consult with clients and stakeholders to understand project objectives and requirements to ensure what they are expecting meets best practices in technology and pedagogy.
• Evaluate new products for suitability in new and existing installations.
• Direct and coordinate with the various internal departments and AV integrators, ensuring dependencies are met, accommodate access for AV integrators when they are on campus to perform installation, and follow up to ensure work is completed and consistent with industry best practices.
• Assist in the designing and programming of user interfaces for AV systems, including graphic design for touch panels, physical button function and layout.
• Maintain and ensure clear and concise communication occurs with clients and stakeholders, internal departments, and AV integrators during all stages of the project,
• Schedule and complete the functional testing process with clients, stakeholders, and AV integrators; create user instruction documents as necessary.
• Prioritize support activities and project tasks ensuring that service delivery expectations are met .

 

Event Support

• Assess client requirements and venue suitability; identify technology and equipment required and develop a plan for the event.
• Lead multiple stakeholders such as facilities for electrical plugs, furniture required, staging, and IT infrastructure needs.
• Setup and thoroughly test technology system in the event space and provide training to event sponsors and clients who maybe internal or external to the Laurier community.
• Schedule AVIT event support with appropriate resources if required, especially for web conferencing VIP events/town halls
• Ensure the event is successful, runs smoothly and meets client expectations
• Decommission technology after the event

 

Qualifications

• Community College Diploma with three years experience working in a commercial or institutional AV environment in a maintenance or installer role.
• AV Control System Specialist or AV Control System Professional certification or Extron Certified Specialist required.
• ITIL Foundation Certification, AVIXA Certified Technology Specialist (CTS) and A+ certification, a definite asset
• Strong skills and experience with audio visual presentation control systems such as Extron (detailed examples will be required)
• Exceptional problem-solving skills for AV technology and wiring; ability to perform hardware maintenance; technology includes projectors, web-conferencing, document cameras, and AV control systems.
• Must be able to read and comprehend signal paths as laid out in an audio, video and control flow functional diagram/drawing.
• Must be able to work in an environment using Microsoft’s MECM, active directory, Software Centre, web conferencing and have experience using an IT service management ticketing system.
• Knowledge in networking fundamentals including TCP/IP, VLANs, WiFi, VPNs, and firewall routers
• Strong technical knowledge and experience with computer hardware, operating systems and applications; ability to diagnose, troubleshoot and provide timely resolutions; i.e. Microsoft 365 applications, Windows and Mac operating systems
• Demonstrate exceptional customer service skills in high profile, highly stressed situations.
• Effective collaboration skills, particularly in influencing, and negotiation skills with staff and faculty with varying levels of technical expertise
• Strong organizational skills, accuracy and attention to detail, proven ability to handle multiple priorities, work under short deadlines and manage changing priorities.
• Demonstrate skills in writing effective instructional, technical, and training documentation.
• A positive professional attitude with a passion to be a lifelong learner for new technology and demonstrating initiative.
• Physical ability to remove, replace and install equipment.
• Must have a valid G level driver’s license.

 

This position has been deemed eligible for Educational Equivalencies.

 

Hours of work

This is a full-time limited term position with an expected end date of 10/17/2025. The normal hours of work shifts are 8:30 am to 4:30pm Monday to Friday.  Flexibility in hours may be required, including evening and/or weekend work for system maintenance/upgrades, project work, emergency calls for system failures and during peak periods in August, September & January or any other time of the year to ensure operational efficiency.  When possible, the manager will adjust the work schedule so that no more than 35 hours are worked in a week.

 

 

Compensation

Level: E

Rate of pay:  $41.09- $43.44   per hour with an annual step progression on anniversary date to $46.96 per hour

Considerations for new hire step placements include, qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job.

 

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.

Equity, diversity and creating a culture of inclusion are part of Laurier’s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at careers.wlu.ca/content/How-to-apply/

Should you be interested in learning more about this opportunity, please visit www.wlu.ca/careersfor additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form.

Job Tags

Hourly pay, Full time, Contract work, Temporary work, Remote job, Internship, Co-op, Local area, Immediate start, Flexible hours, Shift work, Afternoon shift, Monday to Friday,

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