AV Assistant

BLANK AST 2 (004723)

UCPath Position ID: MI-DPT558600-JC004723-PD169011

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

1131362

Approved Date:

1/2/2025 7:47:51 PM

Date Last Edited:

10/14/2025 1:22:29 AM

Last Action Effective Date:

4/10/2023

Organization Details

Business Unit (Location):

LACMP

Organization Code:

8400O

Organization:

CONTINUING EDUCATION

Division Code:

8420D

Division:

DEAN, UCLA EXTENSION

Department:

558600 - UNEX: INFORMATION TECHNOLOGY SERVICES

Position Details

UCPath Position Number:

MI-DPT558600-JC004723-PD169011

Position Description ID

169011

UC Payroll Title:

BLANK AST 2 (004723)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

CX: Clerical & Allied Services

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40058241

Reports to Payroll Title:

ITAV Manager 

UCPath Department Head Position Number:

40056130

Department Head Payroll Title:

COMPUTING RESOURCE MANAGER

SUPERVISION - Indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

POSITION SUMMARY

The AV Assistant will be responsible for first-tier technology support to instructors, students, and staff, as well as providing center assistance duties at various UCLA Extension (UNEX) Metro Centers. Assignments are determined by departmental needs and programming priorities. A full complement of Extension academic programming, instruction, and events are held for a high volume of students, subscribers, and visitors in these learning centers. Institutional instructional efforts and processes culminate at the learning centers when classes commence, and it is one of the primary responsibilities of the Administrative Assistant to ensure that the building and classroom conditions are optimal for high-quality instruction and learning to take place. The incumbent is responsible for assisting with aspects of coordinating daily center operations. First-tier technology support duties entail assisting instructors, students, and staff with basic workstation video, audio conferencing and learning management platform technical support; ensuring that daily classroom audio visual (AV) needs are met by delivering and setting-up equipment in a timely manner and assisting staff and instructors with basic technical customer service issues. All Metro Center staff are trained to implement and assist in UCLA emergency response plans (i.e., safe evacuation of the building, sheltering in place, assisting others) when necessary.

Excelling in quality, innovation, and impact, UCLA Extension (UNEX) is one of the top providers of continuing and professional education in the United States, offering programs and classes to more than 50,000 students per year through approximately 4,500 classes and certificate programs to meet the professional development, continuing education, and personal enrichment needs of the full spectrum of traditional, nontraditional, domestic, international, professional, and continuing education students throughout and beyond Los Angeles.

Access, Equity, Diversity, and Inclusion (AEDI) is one of UCLA Extension's guiding principles. We strive to extend access to UCLA, our programs, and services to underrepresented communities and populations, while serving as a model organization for AEDI in the field of continuing higher education. Committed to attracting and retaining diverse staff & instructors, UCLA Extension welcomes your experiences, perspectives, and unique identity.

Technology Support

1. Provide exceptional commitment to customer service in basic technical support for workstation, video, audio conferencing and learning management platforms (Zoom, Canvas, etc). This includes but is not limited to, directing UNEX staff, instructors and students to existing training materials and video tutorials, helping students and instructors navigate virtual meetings, and answering customer inquiries.

2. Troubleshoot technical system account setups to ensure instructors are using the appropriate email address and meeting settings.

3. Fulfill AV equipment requests, including delivery, set-up and takedown of daily instructional equipment needs for campus, metro centers, and computer labs as needed.

4. Perform basic maintenance on all AV equipment, e.g., replacing bulbs, cleaning lenses, and keeping all equipment clean and dust free on a regular basis, as directed.

5. Assist the equipment inventory audit. Track and maintain AV equipment inventory housed at metropolitan centers, as directed.

6. Facilitate immediate resolution of AV equipment related problems, informing the ITAV dispatcher/manager, the Center Coordinator and/or the Computer Lab Manager as appropriate.

7. Respond to assigned tickets on basic customer technical services issues. Answer help desk calls, and create documentation for tickets.

8. Communicate verbally and in written forms (chat, email, and others as necessary) with users regarding status of tickets and equipment to inform them what to expect and when their ticket will be resolved.

9. Assist and assess technology needs of users, arrange for replacements and update/upgrade when needed.

50%

Center Operations

1. Coordinate essential center operations; report and document all problems and out-of-the ordinary occurrences; report and document any malfunctions, interruptions, or damage to building systems, spaces, and Extension resources.

2. Facilitate all aspects of student, visitor, instructor, and public interactions with UNEX. Monitor access to classrooms based on the schedule and as needed; distribute class, event, and emergency information materials to appropriate classrooms; independent contractors and outside vendors of applicable UCLA and Metro Center policies and procedures.

3. Ensure safety of students, instructors, and staff by following UNEX's Injury and Illness Prevention Program. Keep emergency response procedures readily available. Take appropriate actions to provide guidance and direction to students, instructors, and visitors to safely respond to an emergency.

4. Provide administrative support by compiling information for various operational and scheduling reports.

5. Facilitate all aspects of student, visitor, instructor, and public interactions with UNEX, referring them to the appropriate UNEX staff or department. Facilitate an appropriate and effective resolution of problems.

6. General knowledge of UNEX academic/instruction calendars, course offerings, enrollment processes, etc.

35%

Customer Support

1. Triage and escalate misdirected omnichannel inquiries and requests for assistance to appropriate resources in a timely fashion.

2. Direct UNEX staff, instructors and students to existing training materials and video tutorials, helping students and instructors navigate virtual meetings, and answering customer inquiries. 

3. Document unsuccessful connections to UNEX Staff Members, facilitate follow up with appropriate resources.

15%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

High School Diploma

or equivalent experience

Required

Interpersonal skills to establish and maintain effective working relationships with instructors, UNEX administrative staff, students, property management, and security staff. Proficient in interacting with individuals from diverse social, cultural, ethnic, and professional backgrounds, with a strong ability to recognize and resolve complaints diplomatically, tactfully, and courteously.

Required

Ability to recognize and evaluate changing and conflicting priorities; skill in exercising appropriate judgment when prioritizing tasks.

Required

Demonstrated writing skills to draft clear, concise, and grammatically correct correspondence, coupled with critical thinking abilities to interpret, analyze, and evaluate requests, ensuring the best possible service and experience for our customers. Additionally, proven ability to answer telephones in a courteous and professional manner.

Required

Ability to routinely work non-standard hours, including days, evenings, and weekends.

Required

Ability to lift, up to 40 pounds. Ability to stand for periods of time and to reach upward and kneel.

Required

Demonstrated skill with PCs and Macs and the MS Office Suite; particularly Word, Excel and PowerPoint.

Required

Skill in operating and troubleshooting standard office and training equipment, including, projector, copiers, PCs and Macs, printers, etc.

Required

Ability to read and understand contents of UCLA Extension's catalog, UCLA and Extension's administrative policies and procedures, and internal office guidelines to accurately explain and disseminate correct information or make appropriate referrals.

Required

Ability to operate, perform basic maintenance, troubleshoot, and solve problems on a wide range of AV equipment, along with a demonstrated capacity to communicate technical information clearly and understandably, both verbally and in writing, to those without technical training.

Preferred

Proficient in video, audio conferencing and learning management platforms.

Preferred

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Clinical Setting

Location Setting:

Non-University Setting(s)

Location:

1145 Gayley Ave. Los Angeles, CA 90024

Standing/Walking

X

Sitting

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.