Description:
The Information Technology Support Specialist - Level 2 will provide support to the Mount Allison University community and external clients with whom the university has an agreement or contract through the installation, maintenance, support and repair of all computers, printers and related hardware and software. As top-tier technical support for the User Services division in the Computing Services Department this position will also provide Level 1 Network support: diagnosing problems; installing network equipment – including cabling, switches and wireless access points; and repairing network jacks. The I.T. Support Specialist - Level 2 will also be required to maintain up to-date knowledge and certifications for PC and Apple products while providing direction and technical guidance to Student Computer Technicians and Helpdesk staff.
Position Responsibilities
- Inventory, configuration, repair, maintenance, installation of Computers: over 1400 computers, both PC and Apple in enterprise and non-enterprise environments on campus and on client premises
- Inventory, configuration, repair, maintenance, installation of Peripherals and Mobile Devices: printers, scanners, iPhones, iPads, POS devices, etc.
- Installation/Support/Evaluation of multiple software products: MS Office, SCCM, SharePoint, etc.
- Support for Helpdesk Analysts – Answer questions and assist Helpdesk with difficult issues
- Troubleshoot and resolve issues assigned by the Helpdesk
- Product assessment, consultation and quote preparation for product purchasing
- Warranty level hardware support to meet contractual obligations with vendors
- Maintain a high level of customer service and support
- Assist the Network Administrator, including switch and wireless access point troubleshooting
- Maintain confidentiality of university and client data including personal, financial, back-up and recovery
- Maintain Multiple Databases, including CSD incident and asset management system
- Helpdesk, student and end user training including preparation of user manuals
- Recycling of old computers including secure data removal
- Support of Mount Allison University owned home computers
- Billable tickets for non Mount Allison customers
- Network support for residence, including jack installation and repair
- Create and maintain Service Level Agreement documentation
- Assess University needs to create, maintain and distribute computer and lab images
- Basic troubleshooting for walk in students
- Assist in the development of long range planning for new projects and computer needs