Technical Support Specialist

Job Information
Author pmnationtalk
Date January 11, 2019
Type Full Time
Company Wilfrid Laurier University
Salary $33.75-$39.72 - Per Hour
Location Waterloo,ON
Category Communications
Client Wilfrid Laurier University
Contact Information
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Posting ID : 10058
Apply By : 1/17/2019
Position Title : Technical Support Specialist
Department : Information and Communications Technology
Job Type : Full-time, Limited Term
Campus : Waterloo
Reports To : Manager, ICT Service Desk and Technical Support
Position Summary :

Wilfrid Laurier University is a leading multi-campus, university known for academic excellence and a culture that inspires lives of leadership and purpose. Laurier has a distinct commitment to teaching, research, experiential learning, sustainability and scholarship, which combine to address critical challenges in society, business, the economy and the environment – globally and in the communities we serve. At Laurier’s heart is its strong student focus, which results in exceptional levels of student satisfaction and a deep sense of community that lives on through the university’s highly engaged alumni.

Laurier takes pride in building meaningful relationships with colleagues and students. The Laurier community supports one another, encourages collaboration and teamwork and respects work/life balance, all while recognizing the importance of a challenging, rewarding and inspiring career. Laurier has more than 19,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well as locations in Kitchener and Toronto.

Diversity is one of Laurier’s core values. The university is committed to providing an inclusive workplace and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.

We currently have an opportunity to join the Laurier community as a Technical Support Specialist.

The ICT Technical Support Specialist is responsible for providing 2nd level and 3rd level (where appropriate) technical support of computer hardware/software, AV media technology, and service equipment as reported by University faculty and staff. The specialist is expected to provide quality technical resolutions to incidents and problems and must maintain an appropriate level of knowledge in all university standard hardware, software, and peripherals including smart phones. The incumbent will provide resolution and document such resolution or will create a ticket in the Service Management tool to be passed on to 3rd level support teams.

The incumbent is will work with the technical support staff in other departments of the university to ensure that the services offered by ICT meet the requirements of the institution.

The incumbent is expected to provide the necessary inputs to the rest of the organization in terms of the kind and the level of support needed to meet the requirements of end-users. Some of the services provided include remote and in person (walk up) 2nd level technical support for IT hardware and software, telephony, video and classroom technology, service equipment, documentation, training and applications support. Given the diversity of users in the University, a high level of hardware and software knowledge is required.

Hours of Work: The normal hours of work are 8:30 am to 4:30 pm, Monday to Friday.

Flexibility in hours may be required, including evening and/or weekend work for system maintenance/upgrades, project work, emergency calls for system failures and during peak periods in August, September & January or any other time of the year to ensure operational efficiency. When possible, the manager will adjust the work schedule so that no more than 35 hours are worked in a week.

For the first 18 weeks, hours of work will be Tues to Thurs 11:00am – 7:00pm, Fri 9am – 5pm, Sat 8:30am – 4:30pm. For the remaining time, hours of work will be Monday to Friday 8:30am – 4:30pm
Accountabilities :

  • Effective problem resolution and provisioning of services to the campus community, including provision of technical expertise and training;
  • Perform routine maintenance such as lamp replacement and cleaning of AV media equipment and projector filters in the classrooms;
  • Provides training and assistance for staff, faculty, students and external clients on a variety of media equipment such as Extron/Crestron equipment, and high-definition video conferencing solutions in a classroom/meeting room environment;
  • Performs routine maintenance and periodic upgrades on equipment and systems; ensuring a clean and safe environment in computer labs and classrooms;
  • Images, updates and maintains client’s workstations and peripherals;
  • Incorporates emerging technologies in the upkeep of client’s systems;
  • Provides hardware and software assistance to clients remotely and on-site (deskside);
  • Performs hardware and software evaluations;
  • Ensures that service requests and incidents are logged, assigned, and resolved in accordance with service level agreements and service management best practices
  • Basic support and triage of network connectivity – DHCP, DNS, TCPIP
  • Provides software support on current PC operating systems (Microsoft Windows 7 and 10) and MAC IOSX;
  • Provides software support for desktop application packages including but not limited to MS Office 2016, Office 365, OneDrive, ,various web browsers;
  • Participates in the maintenance and upgrade of Laurier local area network;
  • May be required to provide technical support remotely and/or on site for other Campuses; Waterloo, Kitchener, Brantford; travel may be required to the other campuses
  • Acts as a backup person for other members of the ICT Support group as required including the Service Desk
  • Performs other duties as assigned and participate on project teams as required
  • Ensure all event setup requests are scheduled and managed based on client requirements including follow up with the client before the event;

Qualifications :

  • Community College Diploma with 2 years work experience in a related field, preferably in a post-secondary institution
  • Strong analytical problem solving skills
  • A+ Certification required
  • Knowledge and experience Microsoft products such as Exchange, active directory and SCCM
  • Advanced knowledge and experience in Microsoft Operating Systems
  • Microsoft MCDST Certification and ITIL Foundation Certification a definite asset
  • Knowledge and experience with Macintosh OSX and hardware and UNIX/Linux
  • Advanced knowledge and technical experience with personal computer hardware & software, and the ability to troubleshoot and provide timely resolutions
  • Knowledge and experience in computer productivity applications i.e. Microsoft Office 365 applications
  • Sound knowledge of AV media technology as used in the classroom such as projectors, video conferencing, document cameras, and AV console control panels
  • Familiarity with classroom control systems such as Extron or Crestron
  • Demonstrated exceptional customer service skills and strong knowledge of customer service best practices
  • Excellent written and oral communication skill; be able to interact effectively with all levels of users with varying levels of technical expertise
  • Ability to collaborate effectively with faculty and staff in a diverse high demand environment
  • Strong organizational skills, accuracy and attention to detail, excellent problem solving skills, proven ability to handle multiple priorities, work under short deadlines and manage changing priorities
  • Ability to work effectively with a small group of managers/staff – a team player
  • A professional approach and positive attitude with a willingness to learn new technology showing initiative
  • Ability to be discreet and to maintain confidential information
  • Physical ability to move equipment

Grade : WLUSA-08
Salary : $33.75-$39.72
Salary Notes : This is a full-time, limited term position with an anticipated start date of January 21, 2019 until July 21, 2019.

This position is eligible for educational equivalencies: https://lauriercloud.sharepoint.com/sites/human-resources/employee-relations/employee-groups/Pages/wlusa.aspx
Please Note :

This position is represented by the WLU Staff Association bargaining unit.

Please submit a cover letter and resume.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier’s Employee Success Factors.

Diversity and creating a culture of inclusion is a key pillar of Wilfrid Laurier University’s Strategic Academic Plan and is one of Laurier’s core values. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any sexual identities and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives at jbecker@wlu.ca. Candidates from other equity seeking groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Employment Equity & Accessibility at diversity@wlu.ca. We have strived to make our application process accessible however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources at 519-884-1970 ext.2007 or hr@wlu.ca.
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