Senior Technician, IT Support

University of Ottawa•Ottawa, ON

10d•Onsite

About The Position

The Telfer School of Management at the University of Ottawa is located in the heart of Ottawa and is the proud academic home of some 4,300 students, 200 faculty members, over 100 staff members, and over 30,000 alumni. At Telfer, everything we do from teaching to research, to policy advice is firmly aligned with helping Canada reach its potential. We believe that better business practice means a better Canada and that a better Canada means a better world. Reporting to the Manager of IT Support, this position provides advice and technical support services to end users in a designated Faculty or Service in areas related to infrastructure, hardware, software, peripherals and other IT equipment. These services are to be provided in an effective and efficient manner that meets or exceeds established customer service standards. The role also involves offering recommendations about future planning and development of resources.

Requirements

College diploma in a related field or an equivalent combination of education and experience
3 years of experience in a technical support role
Knowledge of University hardware, software, peripherals and security guidelines and standards
Knowledge of networking protocols and technologies to configure and troubleshoot connectivity issues
Knowledge of office automation software to support and guide users in their work
Knowledge of mobile devices, distance education tools, audiovisual and scientific equipment
Knowledge of established IT policies and procedures of the University in areas such as procurement and asset management and maintenance
Experience with operating systems to install, diagnose and repair issues; ability to support large user groups
Experience in the implementation of system upgrades
Experience working in a customer service environment
Ability to communicate technical knowledge and information to a nontechnical audience
Analytical skills to diagnose and repair software, hardware and peripherals issues
Ability to proactively keep abreast of new emerging technologies
Ability to prioritize own work
Bilingualism - French and English (spoken and written)

Responsibilities

Diagnostic and repair services: Troubleshoot, repair and implement corrective actions to resolve IT user technical issues in a timely manner. Provide diagnostic and repair services to end users for hardware, software, infrastructure, peripherals and other equipment such as mobile devices, distance education tools, audiovisual and scientific equipment as required. May be required to provide support for the computing lab.
Monitoring and maintenance: Ensure consistent connectivity and accessibility by monitoring and maintaining hardware, software and peripherals to ensure acceptable service levels. Promote established University and Faculty/Service standards to ensure consistency of data security and integrity throughout the organization.
Access management: Manage access rights and accounts for users in faculty/service’s identity management system.
Technical installation services: Provide a wide range of technical installation services to internal clients for hardware services including computers, networks, and for other IT equipment such as network adaptors to ensure an efficient response to the user’s technology needs.
Software installation and upgrade services: Install, test and upgrade software to ensure it is current, registered and efficiently deployed for the client. Play a key role in deployment of large faculty projects. May be required to assist or plan completely the phase out deployment of these projects.
Application and tool customization: Perform minor modifications and enhancements to databases, web and administrative applications and electronic tools to configure them for installation and to improve or customize their functioning for clients according to each specific user’s needs.
Client training and advice: Provide specialized advice and training to users on the optimal use and procurement of computer equipment and software to increase effective and efficient use by clients. Manage IT equipment loan service.
Documentation: Record and document hardware/software problems, system crashes, actions and solutions on the technical database in the problem management system in order to facilitate the monitoring of trends, recurring issues and service delivery times to have a readily available reference for similar future problems.
Trend and needs analysis: Analyze requests and requirements for hardware, software and other IT equipment to determine future needs, purchase and order computers and related software and provide purchasing advice to the supervisor. Keep an inventory of the IT equipment and order as required.