Lead Technician, IT Support

IT Support Specialist

Provides senior level, autonomous advice and technical support to end users in a designated Faculty or Service in areas related to infrastructure, hardware, software and peripherals. Manages the effective life cycle (purchase, deployment, maintenance and repair) of all IT assets for a designated client group or product in a manner that meets or exceeds established customer service standards. Assists the manager in supervising the work performed by one or more junior resources.

In this role, you will have the following responsibilities:

• Provides a senior level of support to identify, analyze and implement corrective actions to resolve the most complex technical issues in a timely manner.
• Assess various networks' capacity to support the current and future needs of the faculty/service and provide recommendations in order to maintain acceptable service levels, including consistent connectivity and accessibility.
• Provide specialized technical installation services to internal clients for hardware services including computers, networks, and for other IT equipment such as network adaptors to ensure an efficient response to the user's technology needs.
• Act as a senior technical resource for the assigned software in order to provide guidance for the installation, testing and upgrading of software to ensure it is current, registered and efficiently deployed for the client.
• Provide sound advice to clients on emerging technologies and how these can be incorporated into the existing framework to improve the operations.
• Provide specialized advice and training to IT Technicians and users on the optimal use of computer equipment and software to increase effective and efficient use by clients.
• Evaluate IT equipment and software options, translate client requirements and ensure smooth requisitioning, delivery and receipt of assets.
• Record and document hardware/software problems, system crashes, actions and solutions on the technical database in the problem management system in order to facilitate the monitoring of trends, recurring issues and service delivery times to have a readily available reference for similar future problems. Design user documentation and guides.
• Assess the future needs of clients and provide recommendations regarding the requirements for hardware, software and other IT equipment to determine and anticipate future needs.
• Promote established University and Faculty/Service standards to ensure consistency of security and integrity throughout the organization.
• Mentor, and supervise the technical activities of more junior resources under the guidance of the Manager.
• The incumbent is responsible for leading projects that affects a large client base and ensure the deployment in the Faculty.

What you will bring:

• University degree in a related field or an equivalent combination of education and several years of pertinent experience.
• Minimum 5 years of experience in an IT technical advisory and service role.
• Knowledge of operating systems to understand, install, diagnose and repair complex issues.
• Knowledge of networking protocols and technologies in order to configure and troubleshoot connectivity issues.
• Knowledge of Office automation software to support and guide users in their work.
• Knowledge of University hardware, software, peripherals and security guidelines and standards.
• Knowledge of established IT policies and procedures of the University in areas such as procurement, asset management and maintenance.
• Experience in supporting diverse user groups of mid to large sizes.
• Experience in resolving a wide variety of complex software, hardware and peripheral issues.
• Experience in the implementation of system upgrades and a demonstrated ability to manage large projects.
• Experience in a customer service environment.
• Experience in providing supervision, guidance, leadership and feedback.
• Analytical skills to diagnose and repair complex software, hardware and peripherals issues.
• Ability to proactively keep abreast of new/emerging technologies.
• Ability to prioritize own work and meet strict deadlines.
• Bilingualism - French and English (spoken and written).

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact hrtalentmanagement@uottawa.ca to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.