Video-Mediated Communications (VMC) Support Assistant (posted May 9, 2022)

The Academic & Collaborative Technologies Group at the University of Toronto has immediate opening for a Video-Mediated Communications (VMC) Support Assistant.

Under the supervision of the Senior Manager (Operations), the VMC Support Assistant will support clients using a variety of enterprise-level audio-video and video-conferencing solutions, including, but not limited to Teams, Zoom, and Snagit. As part of the team, the VMC Support Assistant will also have a role in managing and configuring those solutions at the system level.

Additionally, the VMC Support Assistant will contribute their specific expertise to the team, collaborating with peers regarding the operations, services and programming of the overall group. The incumbent does so with a global sense of ownership and pride for the entire ACT ecosystem and experience at the University of Toronto, and an understanding that their actions have an effect far beyond the specifics of their role.

Students who are still in their program of study but who have the time to maintain a full-time work position are encouraged to consider this opportunity. Flexibility in scheduling related to exams will be considered.

Duties

• • • Troubleshooting and resolving technical issues

    • Liaising with vendors to coordinate services and resolve issues

    • Implementing a rollout plan for new audio-visual technologies

    • Planning and implementing components of IT related projects

    • Implementing audio-visual testing plans and scenarios

    • Exchanging information at formal department and/or program committee meetings

    • Creating and editing support documentation

    • Collecting information from clients to assess IT needs

    • Responding to service requests in a timely fashion

    • Liaising with technical specialists to resolve end-user issues

    • Serving as an expert resource to a group of professionals in the specialty

Experience:

• • • Previous experience with audio-video, video-conferencing or multimedia technologies in an educational setting.
    • In-depth knowledge of a wide range of computer software and hardware including Macintosh and Windows, peripheral equipment, mobile devices and network hardware.
    • Demonstrated experience with Mac OS, Windows, iOS, Android, Office365 applications, e-mail clients and Web browsers.
    • Proven customer service experience.
    • Strong commitment to high-quality service.
    • Excellent verbal and written communication skills.
    • Strong analytical and problem-solving skills.
    • Strong time management and organizational skills.
    • Ability to work as an effective member of a team.
    • Ability to communicate effectively and patiently with both novice and sophisticated users.
    • Demonstrated initiative and ability to learn new skills and work independently.
    • Demonstrated flexibility and ability to adapt quickly in a constantly changing high-pressure environment.
    • Demonstrated tact and diplomacy in dealing with a diverse group of client departments.
    • Post-secondary education or equivalent combination of education and experience an asset.
    • Familiarity with ServiceNow or similar ticketing system an asset.

Employee Group: USW Casual
Appointment Type: Hourly
Schedule: Full-Time (regular business hours, with the possibility of very occasional overtime)
Pay: Starting rate of $26.00/hour
Notes: This opportunity may last up to 6 months, with a possibility of extension
Training: The incumbent will have the opportunity to gain additional knowledge through on-the-job training

To Apply: Please contact J. Graham, Senior Manager, <j.graham@utoronto.ca>
Open: Until Filled

Lived Experience Statement:

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

Students who are still in their program of study but who have the time to maintain a full-time work position are encouraged to consider this opportunity. Flexibility in scheduling related to exams will be considered.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Diversity Statement:

The University of Toronto is strongly committed to diversity within its community and especially welcomes applications from racialized persons / persons of colour, women, Indigenous / Aboriginal People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas.

Accessibility Statement:

The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.