Description:
Under the direction of the immediate supervisor, provides, in person, IT support and performs technical tasks related to the maintenance of an area’s IT resources including desktop computers, laptops, PDA, smartphones and peripherals. Installs, configures, tests and upgrades computer hardware and software. Acts as resource person and resolves problems. Performs technical demonstrations and shows others what to do. Maintains computer equipment and performs adjustments and minor repairs. Maintains documentation and records.
Major Duties and Responsibilities:
- Performs immediate-to-advanced services to install, move, add or change hardware roll-outs and refreshes, and other hardware deployment related activities on personal computers, laptops, printers, point of service devices, etc. Ensures connectivity with file servers, email servers, application servers and administrative systems.
- Develops and implements technical procedures on how to quickly and efficiently address customer problems to limit downtime. Determines any changes to configurations, installations or hardware specifications during onsite encounters of unique situations and implements these changes as required. Documents and communicates these changes to the team. Troubleshoots and researches IT problems with quick and efficient response time.
- Provides face to face, timely and efficient support to McGill students, staff and academics regarding a wide variety of IT resources (audio visual equipment, podium equipment and connectivity for classrooms, student labs, and public areas), procedures and activities. Educates clients to avoid recurrence.
- Works as technical liaison between clients and IT units. Make recommendations to customers and explains solutions in non-technical terms.
- Creates and maintains disk images for mass deployment to both public and staff computers on campus. Provides disk images to vendors contracted to provide desktop computers, laptops and tablets for sale in the University computer store.
- Loans out audio-visual equipment using specialized software.
- Contacts vendor support to resolve hardware and software issues and concerns. Liaises with related IT units for problem resolution. Remains in communications with customers and vendors regarding the status of their issue. Liaises between customers, technicians and vendors.
- Recommends purchases of equipment and materials to ensure they meet with IT services guidelines. Maintains databases and prepares documentation related to activities of the unit.
- Prepares reports. Analyses and discusses results and their interpretation with others. Maintains records and files. Maintains and updates departmental documentation for accurate and efficient troubleshooting.
- Performs adjustments and minor repairs. Arranges for and follows up on major repairs and servicing.
- Maintains records and prepares documentation related to activities of the unit.
- Keeps abreast of new developments in the field to update skills and knowledge.
- Uses equipment such as computers, audio-visual equipment, printers, computer diagnostic tools, mobile devices, external storage, projectors, smartboards, classroom management panels, etc.
The list of duties and responsibilities outlined above is representative and not a complete and detailed list of tasks which may be performed by an employee whose position has been matched to this generic job description.
Other Qualifying Skills and/or Abilities:
- Demonstrated ability to work in an environment using Microsoft Active Directory, Windows and Mac operating systems, and various business software such as Microsoft Office Products. Knowledge of iOS and Android is an asset.
- Ability to assess computer related problems; troubleshooting skills – hardware and software.
- Demonstrated ability to clearly receive, retain and transmit information with a proven ability to communicate clearly and effectively at all levels.
- Proven ability to work autonomously and as a member of a team in a fast paced, high volume area.
- Demonstrated ability to take initiative, problem-solve and organize work within area of responsibility.
- Proven ability to be proactive and devote full attention to clientele.
- Strong organizational skills with ability to multi-task, prioritize and work under pressure to meet multiple deadlines.
- Ability to participate and work on committees with other McGill computer-related units.
- Proven ability to outreach and liaise with external organizations.
- Demonstrated ability to answer calls with professionalism and tact while dealing patiently and calmly with clients who are anxious.
- Proven discretion in dealing with confidential information.
- Ensure that clients from diverse cultures, ethnic origins, sexual and gender identifications, religious or faith backgrounds and all types of abilities receive equitable treatment and access to Services.
- English, spoken and written.
- French, spoken and read.