Description:
Responsibilities:
Client Service
- Work with clients to understand and resolve their computing and related technology issues
- Provide guidance and technical advice to clients
- Document client requests
- Provide timely responses to initial requests for information or assistance as per ECE policy, prioritizing responses among multiple requests
- Triage support requests to those who are best suited to solve them based on expertise and resource availability
- Keep clients informed of the progress toward resolution of their issues
- Resolve client issues directly
- Communicate with clients and peers effectively, clearly, and with empathy
- Provide documentation for both technical and non-technical audiences
- Record work activity for both internal and client use
Systems and Applications Management
- Specify, provide purchase/acquire recommendations, and test computer hardware and software
- Manage the hardware lifecycle, from provisioning and deployment through decommissioning
- Specify, test, and deploy systems and application software on a variety of platforms, including servers, desktops, and laboratory systems
- Manage large and complex computing environments
- Manage and maintain critical network services in support of the department's operations
- Document systems, processes, and procedures
- Diagnose and resolve system and application problems, and monitor system and application performance
Services Development
- Identify, propose, and acquire or develop applications and technological solutions to support the department's academic and research missions
- Manage technical projects using best practices to achieve successful outcomes
- Recommend enhancements and improvements to systems and processes; provide guidance on technological evolution
Qualifications:
- Bachelor’s degree in computer science, mathematics, or engineering is required. A combination of education and relevant experience may be considered
- 3-5 years of proven technical experience in a fast-paced environment. Experience in an academic setting is considered a strong asset
- Recognized certification would be considered an asset
- The IT Specialist is expected to have system administration skills for Microsoft Windows client and server OS, with some knowledge of Mac and Linux based systems
- Proficient level knowledge, support and troubleshooting for desktop and server computers and software like Microsoft 365, Adobe Acrobat and other standard software
- Have a good working knowledge of IPv4 networking protocols
- Familiar with software, systems, and component level hardware aspects of supporting changing environments
- Demonstrated front-line support skills
- Must be able to use verbal and written communication effectively with audiences of a wide range of levels of technical knowledge and understanding
- Capable of dealing with people experiencing high levels of stress
- Strong client service skills and demonstrated ability to work as part of a team
- Ability to learn quickly and adapt to change
- Ability to apply abstract thinking to solve complex problems
- Able to work with minimal supervision
- Excellent organizational and time management skills