Support Coordinator

Staff – Non Union

Job Category
M&P – AAPS

Job Profile
AAPS Salaried – Information Systems and Technology, Level A

Job Title
Support Coordinator

Department
Instructional Support Arts Instructional Support and Information Technology

Compensation Range
$5,209.17 – $7,485.33 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
March 26, 2024

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

Job End Date

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
Reporting to the Senior Manager of Arts Learning Technology Support, this position works with faculty and staff members, support staff with core duties in providing technical support and training on the technology available at UBC (including administrative and teaching and learning tools). The incumbent in this role will be responsible for developing resources, creating course sites, websites, assessments, and instructional videos. The role is also responsible for organizing and providing one-on-one training sessions on various technologies. The individual will also develop training material, ensure effective support for administrative staff and faculty using these technologies. Ad. Additionally, the position will consult and liaise with instructors in the Faculty of Arts and staff in internal and external departments or units on technology issues.
Organizational Status

Arts Instructional Support and Information Technology (ISIT) at UBC Vancouver is dedicated to providing exemplary support to Arts faculty and staff by connecting them and their community with technological solutions. Arts ISIT aims to foster a collaborative environment that offers instructional and technological services by understanding the distinctive needs of Arts faculty and staff and supports the strategic initiatives of the Faculty and UBC.
The Faculty of Arts is a research-intensive Faculty, encompassing internationally-renowned programs in the social sciences, humanities, creative and performing arts, and professional schools. As the university’s largest academic unit, UBC Arts educates more than 16,000 students in bachelors, masters, and doctoral programs in more than 25 departments, schools, institutes, and programs. UBC Arts provides compelling opportunities to explore among 3,000 courses taught by more than 1,000 scholars who are leaders in their fields.

Work Performed

Core Duties:

• Provides tier-one technical support to users remotely and in-person on UBC and Arts supported applications and services. Tools including various educational and administrative technologies such as Canvas, WordPress.
• Troubleshoots, analyzes, diagnoses, apply appropriate solutions to resolve user issues, and/or escalating problems.
• Develops training materials and provides training in the form of one-on-one sessions to staff and faculty.
• Develops learning materials (ie online resources, best practice guides) to support the use of technologies.
• Maintains technical documentation in accordance with prescribed standards.
• Documents and streamlines technology support processes and procedures.

Specific Duties

• Responsible/provides guidance in the creation of course sites and websites, supporting with uploading files, finding images, updating links, researching and retrieving journal articles, videos and other materials.
• Conduct quality assurance testing on applications to ensure interoperability, usability and accessibility.
• Acquires and maintains knowledge of technical applications within the institution to understand and facilitate the communication and integration between applications.
• Participates in developing online course material, including webpages, quizzes, assignments, and instructional videos.
• Builds surveys with tasks such as adding, formatting, testing, verifying questions for accuracy.
• Implements and modifies layouts and templates, including writing HTML and CSS.
• Performs other related duties as required.

Consequence of Error/Judgement

Must be able to exercise a high level of judgment and tact when dealing with clients and handling personal information. Makes decisions regarding the programming and technical support through the application of basic information processing principles, theories and concepts. Errors in judgment could lead to work disruption, lost productivity, unnecessary costs and may interfere with the ability of faculty members and departments to function effectively and consequently may damage the image and reputation of the University, the Faculty of Arts, and Arts Instructional Support & Information Technology. Information must be kept under strict confidentiality because of the nature of the data stored in the systems.

The Learning Center is a highly visible functional unit in Arts ISIT. Effective operation and exemplary client interaction is critical for instructors and administrators’ ability to perform their duties and the public perception of the whole unit.

Supervision Received
Works under the general direction of the Senior Manager of Arts Learning Technology Support. The work is reviewed for overall effectiveness and achievement of program objectives.
Supervision Given
Provides input to student staff in the Arts Learning Centre. There are no direct reports to this position.
Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of one year of related experience, or the equivalent combination of education and experience.
– Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.

– Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Preferred Qualifications

• Familiarity with WordPress, Canvas, learning management systems and various educational technologies (i.e. blogs, wikis, classroom response systems, iPeer, Turnitin, Qualtrics, Piazza, Kaltura, etc.)
• Proficient in front-facing customer service within a fast-paced technical environment, demonstrating exceptional multitasking abilities, adaptability, and strong interpersonal, communication skills (written, oral, and listening, particularly in help desk operations.
• Demonstrated ability to effectively communicate and engage with diverse audiences, utilizing professional communication and interpersonal skills to deliver comprehensive training sessions.
• Exhibits strong attention to detail including accurate documentation.
• Demonstrates flexibility and ability to adapt to change and perform well under pressure both independently and collaboratively within a team.
• An understanding of academic culture and the nature of adult learning.
• Proficient in HTML and CSS, with a strong understanding of web development principles and the ability to create and style web content effectively.
• Familiarity with a wide array of photo editing and video editing software, coupled with proficiency in the Microsoft 365 suite, demonstrating the ability to leverage these tools efficiently to enhance online content and streamline workflow processes.
• Excellent oral and written communication skills. Ability to explain technical terms and problems in layman’s terms.
• High level of organizational and time management skills.
• High level of motivation and desire to learn, with a demonstrated ability to work well in a team environment with a service-oriented mentality.
• Enthusiastic about contributing to the learning environment of the University.