Job Summary

Under the supervision of the Information Technology Coordinator, this position is responsible for the implementation, administration and maintenance of client management systems and audio-visual (AV) technology solutions used to deliver software, hardware and hybrid meeting capabilities in an enterprise environment.

Duties & Responsibilities

• Designs, plans, and installs hybrid boardrooms.
• Coordinates, implements, and administers the configuration management system to deliver remote control, security updates, software distribution, operating system deployment, and inventory reporting.
• Monitors and assesses boardroom AV equipment usage and associated licensing requirements; prepares comprehensive utilization reports.
• Directs, trains and mentors staff as assigned; performs project roles as assigned.
• Evaluates computer and AV resource usage and performance; makes recommendations regarding future hardware, software, and AV requirements.
• Serves as the primary liaison for vendor management, overseeing procurement and delivery of AV equipment for office relocations or new developments, and coordinates with vendors and City support staff to resolve hardware, software, and AV issues.
• Consults with Digital Technology teams to continuously improve tiered and swarm support models to provide effective and efficient customer support. 
• Prepares proposals and recommendations for management action.
• Assists with the development and implementation of policies, procedures and standards.
• Maintains knowledge of advancements in AV and IT as they pertain to current and future departmental and corporate requirements.
• Performs other related duties as required.

Qualifications

Education, Training and Experience Requirements

• Degree in computational science or related discipline plus six years’ experience in computer services including two years current experience as a Programmer Analyst  in enterprise computer management and AV systems, processes, and technologies

OR 

• Successful completion of a two-year, post-secondary computer sciences program plus eight years’ experience in information technology support, including two years’ current experience as a Programmer Analyst III in enterprise computer management and AV systems, processes, and technologies.
• Possession of one or more vendor certifications (Crestron Certified Programmer (CTI-CCP), CompTIA Network+, CompTIA Security+, Cisco Certified Network Associate (CCNA)) would be considered an asset.
• For the purpose of this posting experience in managing enterprise systems, processes and technologies must involve 2 years’ current experience in the following areas:
  • Programming Crestron and/or AMX Control Systems 
  • Integrating AV and IT systems 
  • AV system design and installation 
  • Customer Service and End User Satisfaction Delivery 
  • Service Level Management 
  • Knowledge Management 
  • Standard Operating Procedure Management 
  • Knowledge of live streaming tools and technologies
• Crestron Technician Fundamentals (CTI-CTF) or equivalent 
• Possession of ITIL v3 or v4 Certification is required

Knowledge, Abilities and Skills

• Demonstrated knowledge of the operational characteristics, technical architectures, and functionality of major desktop/mobile device applications, operating systems, and AV systems.
• Demonstrated knowledge of technical support, system migration, integration, and AV technology in an enterprise environment.
• Demonstrated knowledge of IT and AV best practices related to service delivery and operational support.
• Demonstrated knowledge of project management tools and techniques and the ability to participate in all project roles.
• Demonstrated knowledge of the corporate organization, interdepartmental relationships and the relevant policies, practices and procedures.
• Demonstrated ability to communicate effectively, orally and in writing, including preparing and conducting presentations.
• Demonstrated interpersonal skills and the ability to relate well with all levels of the organization and external contacts.

Requires Security Check

Additional Requirements

• Call-back, shift work and overtime may be required.
• Stand-by is mandatory for designated employees when required. The employee must report to work immediately and be fit for duty.