Information Technology Specialist - Waterloo, Canada - University of Waterloo

University of Waterloo

Verified Company

Waterloo, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview:

Term: 1 year.

Reporting to the Manager, Client Services, Science Computing, the Information Technology Specialist (IT Specialist) is responsible for the provision and support of all information technology and related computing systems in the Faculty of Science.

Responsibilities include maintenance, updates and configuration of computing environments, supporting infrastructure, and enabling and improving outcomes for teaching, research, and administrative computing in the Faculty.

Responsibilities:

Provide Client Support Service for Computing and Related Technologies

Respond to initial requests for information or assistance, prioritizing response among multiple requests
Work with clients to understand and resolve their computing and related technology issues
Resolve problems where the incumbent has the required skills and resources. Forward problems to those who are best suited to solve them based on expertise and availability
Keep clients informed of the progress toward resolution of their issues.
Communicate with clients and peers (within the department and elsewhere) effectively, clearly, and with empathy
Provide documentation for both technical and nontechnical audiences
Record work activity for both internal and client use

Systems and Applications Management

Specify, recommend, and test computer hardware and software.
Manage the hardware lifecycle, from provisioning and deployment through decommissioning
Manage hardware and software for large and complex computing environments
Manage and maintain network services in support of the Faculty's operations
Document systems, processes, and procedures

Solve a wide range of problems creatively and effectively

Employ general principles to understand and solve problems
Use a disciplined approach to all aspects of problem resolution
Adopt an abstract approach to problem solutions, to be able to choose and create general, scalable, standardsbased solution to problems where possible
Seek solutions which can be applied to benefit large client bases, extending to the faculty and the campus where applicable

Builds and Maintains Strong Interpersonal Relationships

Demonstrates skills in understanding and dealing with diverse client and coworker needs. Assists team members with overcoming obstacles and act as an effective liaison
Actively seeks information about the underlying needs of a client, beyond those expressed and matches these to standard or customized products, services or other support activities
Interacts with external vendors and service agencies as needed. Reports problems involving external agents to the appropriate manager, organization or group

Obtain and maintain technical knowledge

Qualifications:

A university degree in a computing discipline with relevant experience, or equivalent combination of education and experience
23 years of progressive experience supporting a computing environment
Proven knowledge of IST methodologies, processes and practices
System administration skills for at least Windows based system, or equivalent skills in software development or systems support, with demonstrated potential to gain expertise in other areas
Strong analytical and problemsolving skills that rely on a structured approach with the ability to learn new concepts/processes
Effective planning and organizational skills with the ability to adapt to change and perform under pressure
A continuous improvement mindset and an exceptional customer service focus are critical for success along with exceptionally strong detail and problemsolving skills
Strong Client service skills and demonstrated ability to work as part of a team
Ability to work with mínimal supervision
Good organization and time management skills
Ability to learn quickly and adapt to change
Hours of work are similar to standard office hours, with some flexibility in scheduling and the occasional requirement for work to be done outside of office hours for emergency situations or to minimize disruptions to clients

Equity Statement:

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples.

Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River.

Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within our Office of Indigenous Relations.