Technology Support Specialist

Job title: Technology Support Specialist

Job description: Technology Support Specialist

Primary Purpose: To provide campus wide technology and audio-visual (AV) support to faculty, staff, and students. The successful candidate will guide and support clients in the effective use of technology encompassing audio-visual, multimedia equipment, endpoints, and campus services. The Technology Support Specialist applies strong customer service and communication skills to deliver verbal and written information to assist technical and non-technical users and works collaboratively with stakeholders and team members from across campus to provide a high level of consistent customer service.

Nature of Work: This position is actively involved in supporting technology used in a distributive education model. This position will regularly provide users with advice and guidance by phone, email, within remote support sessions and in person as well as troubleshoot equipment problems under time pressure while exhibiting tact and diplomacy. This requires working closely and collaboratively with clients, team members and stakeholders. The position requires a strong practical base of knowledge and experience supporting a broad range of customers in a diverse and complicated environment. This position will be assigned to support various campus locations as required. Periodic evening or weekend work may be required.

The University of Saskatchewan values diversity and Indigenous engagement is a strategic priority. In support of this priority, you will actively engage in learning to develop an understanding of diverse perspectives and how to incorporate equity, diversity, and inclusion into their work.

In support of our commitment to the safety of our campus community throughout the COVID-19 pandemic, this position will be working a combination of remote and on campus for the foreseeable future.

Accountabilities

• Support faculty, staff, researchers and students with videoconferencing technology, support for computers, mobile, multimedia, network use, email, common applications, and applications specific to each department, face-to-face or per remote access.
• Delivery, on-site setup, and support of all multimedia equipment including multimedia carts, data projectors, wireless audio systems, monitors and video displays, video streaming and conferencing systems.
• Ensure all IT related support requests are captured and recorded within ICT’s official ticket response tracking system. Prepare activity summary reports.
• Coordinate service requests matching client needs with available technology solutions.
• Install, manage, and support endpoint equipment based on Windows, Macintosh, and mobile operating systems including iOS, and Android.
• Provide level 1 support and provide support for identified level 2 and 3 issues where configuration solutions have already been documented.
• Gather and analyze information about the user issue and determine the best way to resolve the problem. Escalate to the appropriate group if necessary.
• Follow established processes and document new knowledge in a central location.
• Evaluate documented resolutions and analyze trends for ways to improve future interactions.
• Build a strong rapport with customers.
• Apply diagnostic utilities to aid in troubleshooting.
• Access our local knowledge base and FAQ resources on the Internet/Intranet to aid in incident resolution.
• Develop documentation related to customized tasks, procedures, and services.
• Perform other related duties or projects as required.

Qualifications: The successful candidate will possess technical aptitude, people skills and experience with supporting technology and videoconferencing in a demanding enterprise environment. A two-year diploma in a technical-related field is required. One to three years of experience maintaining and operating a variety of technologies would be an asset. We appreciate that non-traditional career paths may have developed a candidate’s competency, and alternate combinations of education and experience may be considered.

Skills: Strong customer service and communication skills to deliver verbal and written information for technical and non-technical users. Active listening, questioning skills, and strong documentation skills. Ability to effectively prioritize and execute tasks in a time sensitive environment. Willingness and aptitude to learn new technologies and processes. Effective time management skills, including the ability to work on several tasks at once and to prioritize competing priorities. Ability to collaborate in a team-oriented environment.

Department: ASPA
Status: Permanent
Employment Group: ASPA
Full Time Equivalent (FTE): 1
Salary: The salary range, based on 1.0 FTE, is $49,301.00 – 77,033.00 per annum. The starting salary will be commensurate with education and experience.
Salary Family (if applicable): Information Technology
Salary Phase/Band: Phase 1
Posted Date: 12/10/2021
Closing Date: 1/4/2022
Number of Openings: 2
Work Location: On Campus

The successful applicant will be required to provide the following current verification(s) where ‘Yes’ is indicated below. Further information is available at:

Criminal Record Check: Not Applicable
Driver’s License and Abstract Check: Not Applicable
Education/Credential Verification: Not Applicable
Vulnerable Sector Check: Not Applicable

The University of Saskatchewan has instated a number of health and safety requirements for faculty, staff and students in consideration of the COVID-19 pandemic. As of January 4, 2022, being against COVID-19 is a condition of employment and proof of vaccination will be required. The University will consider accommodations requests for individuals in accordance with the requirements of The Saskatchewan Human Rights Code, 2018.

The University believes equity, diversity, and inclusion strengthen the community and enhance excellence, innovation and creativity. We are dedicated to recruiting individuals who will enrich our work and learning environments. All qualified candidates are encouraged to apply; however, in accordance with Canadian immigration requirements, Canadian citizens and permanent residents will be given priority. We are committed to providing accommodations to those with a disability or medical necessity. If you require an accommodation in order to participate in the recruitment process, please notify us and we will work together on the accommodation request. The University of Saskatchewan’s main campus is situated on Treaty 6 Territory and the Homeland of the Métis. We pay our respects to the First Nations and Métis ancestors of this place and reaffirm our relationship with one another. Together, we are uplifting Indigenization to a place of prominence at the University of Saskatchewan.

Company: University of Saskatchewan

Expected salary: $49301 – 77033 per year

Location: Saskatoon, SK

Job date: Sun, 12 Dec 2021 08:19:06 GMT

Job Source: Careerjet.ca

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