Intermediate Technician, IT Support - Ottawa, Canada - University of Ottawa

University of Ottawa

Verified Company

Ottawa, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Type:
Employee

Duration in Months (for fixed-term jobs):12

Job Family:
IT Support

of Open Positions:
1

Faculty/Service - Department:
IT Service Management

Campus:
Main Campus

Union Affiliation:

UOITP

Date Posted:
June 05, 2023

Closing Date:
June 16, 2023

Note:
Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above

Hours per week:
35

Salary Grade:

UOITP Grade 8

Salary Range:
$57, $72,107.00

About Information Technology:
Information Technology is a dynamic and collaborative environment.

We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff.

Our greatest strength are the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career.

Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services.

This is a place where innovative ideas are welcome.

In a nutshell:
working here is challenging and rewarding. It'll bring out the best of you. We want people that have the drive to advance IT in higher education.

We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle.

And all this minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Position Purpose

Reporting to the Senior Analyst, IT Support, is the first point of contact for end-user computing support. Provides front line technical support and troubleshooting for computing problems related to end-users. Records all incidents, including initial client information, troubleshooting information and incident escalation using the problem management system. Collaborates closely with other IT professionals to ensure achievements of service level objectives.

In this role, your responsibilities will include:

Technical Support: Provides first-level technical support services to address the needs of clients in a networked environment. Analyzes, isolates, debugs and solves problems by providing corrective action to technical problems (both hardware and software). Installs, tests and upgrades software and hardware. Plans detailed expansion and modifies operating system parameters to accommodate expansion and permit access to network services.
Operating Systems: Manages and troubleshoots network access rights. Creates and deletes computer accounts for both internal and external clients. Administers the printer queues, detects and troubleshoots printer problems. Troubleshoots hardware and software problems for endusers. The incumbent avoids transferring incidents/service requests to second level support by providing resolution on first contact to customers whenever possible.
Documentation: Develops and maintains meaningful records. Prioritizes incidents and requests. Records and documents all incidents and client requests including software and hardware problems, system crashes as well as client information. Assesses the impact of the incident to determine its severity upon the organization. Generates a solution for the client using the problem management system. Documents, develops and maintains information and frequently asked questions for the problem management system, knowledge base as well as selfserve information available on the CCS Web site. Writes and suggests articles for the CCS news bulletin
Work Assignments: Escalates incidents/problem to CCS resources or to the higher levels analyst for resolution. Identifies service deviation, problems where root cause is unknown and incidents that have no available work around. Seeks and identifies the resource that has the accesses, rights, privileges and expertise to solve reported incidents and requests and the resource that will ensure effective and expedient resolution. Identifies when incidents require an onsite visit and the problems needing a 2nd level of intervention. Use discretionary judgment to escalate problem incidents to senior resources when immediate action is required
Service Development: Works closely with the Manager and Senior Analyst to improve the efficiency of the Computing Help Centre operations by providing suggestions and input for service improvements. This includes demonstrating initiative in collectively improving working methods for the Centre.

What you will bring:

College Diploma in Computer Science, Information Technology or related field or equivalent experience.
Minimum 2 years of experience in a technical support role.
Knowledge of computer hardware, including personal computers, smartphones, tablets, printers and other IT peripherals.
Knowledge of the basic principles of data security and access (MFA, antivirus, antispam, SSO, Microsoft AD, etc.).
Experience in using MS Office suite (Office 365, Excel, Word etc.).
Experience provi