Senior Technician, IT Support

University of Ottawa • Ottawa, ON

3d • CA$73,790 - CA$91,744 • Onsite

About The Position

Reporting to the Manager, IT Support Services, the incumbent provides advice and technical support services to end users at the Faculty of Science in areas related to infrastructure, hardware, software, peripherals and other IT equipment. Provides these services in an effective and efficient manner that meets or exceeds established customer service standards. Offers 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

• 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.
• 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.
• Manage access rights and accounts for users in faculty/service’s identity management system.
• 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.
• 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.
• 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree