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About the Role

Tech2U is dedicated to providing the right technology to support teaching and learning. You will play a key role in delivering exceptional technical support and customer service to faculty, staff, and other users of instructional technology across the University’s learning spaces. As the first point of contact for classroom technology support, you will install, maintain, troubleshoot, and repair a wide range of hardware and software systems, including preventative maintenance and break/fix services. You will also set up, operate, and support a variety of audiovisual technologies, ensuring reliable technology that supports the University’s curricular and co-curricular activities.

Responsibilities

Respond to service requests in a timely fashion, resolving issues within the scope of the role and escalating as required
Create and action incident tickets as assigned in a timely manner
Set up and troubleshoot audio-visual equipment
Provide instructions and training on how to use AV equipment in classrooms
Direct the activities of Classroom Ambassadors and check the completion of assigned work and escalate any issues to their supervisor accordingly
Create technical and how-to documentation and user support guides
Coordinate the delivery of classroom audio-visual equipment with contacts and maintain audio-visual inventory
Schedule the setup and takedown of equipment required for classes and events
Provide professional and responsive technical support while maintaining technical documentation and performing routine maintenance of IT and audiovisual systems

Requirements

Advanced College Diploma (3 years) or acceptable combination of equivalent experience
Minimum of three (3) years experience supporting and troubleshooting audio-visual systems, classroom technology, computer hardware, projection systems, and video equipment
Solid experience with various operating systems and software applications such as macOS, Windows OS and M365
Experience installing and testing audio-visual components
Excellent knowledge of industry-standard video-conferencing and web streaming product lines such as Zoom and MS Teams
Ability to handle and deliver equipment to locations across campus many times per day and on tight schedules
Must have excellent interpersonal and high-quality customer service skills, including professional written and oral communication skills to respond appropriately to faculty and staff
Self-motivated, results-oriented, and quick to learn, with a strong customer service mindset and exceptional attention to detail
Must have the ability to exercise good judgment to meet tight deadlines in delivering and servicing equipment
Ability to work both independently and part of a team while managing multiple priorities, exercising sound judgment, and delivering high-quality service in a fast-paced environment

Skills

macOS
Windows OS
M365
Zoom
MS Teams
Audio-visual systems
Classroom technology
Computer hardware
Projection systems
Video equipment
Video-conferencing
Web streaming

Location

St. George (Downtown Toronto)

Work Type

Full-Time
Term

Experience Level

3 years

Education Level

Advanced College Diploma (3 years)

Salary/Compensations

$67,916 - $86,855

About the Company

Learning Space Management (LSM) has a focus on learning space excellence with the mandate of stewardship of the University’s classrooms and testing space, encompassing all aspects including the delivery of academic activities through academic scheduling, classroom design, instructional technology and accommodated testing. This holistic perspective allows each member of the team to work together, share experiences and better understand how their decisions and deliverables impact other team members and results. In this way, we can better leverage opportunities and synergies amongst the team as well as with the broader University community to better serve and support the University’s mission.

Equal Opportunity

Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.