Senior Technician, IT Support

IT Support Specialist

The incumbent provides advice and technical support services to end users in a designated Faculty or Service in areas related to infrastructure, hardware, software, peripherals and other IT equipment. Provides these services in an effective and efficient manner that meets or exceeds established customer service standards. Offers recommendations about future planning and development of resources.

In this role, your responsibilities will include:

• Troubleshoot, repair and implement corrective actions to resolve IT user technical issues in a timely manner. Provide diagnostic and repair services to end users for hardware, software, infrastructure, peripherals and other equipment such as mobile devices, distance education tools, audiovisual and scientific equipment as required. May be required to provide support for the computing lab.
• Provide a wide range of 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.
• Install, test and upgrade software to ensure it is current, registered and efficiently deployed for the client. Play a key role in deployment of large faculty projects. May be required to assist or plan completely the phase out deployment of these projects.
• Provide specialized advice and training to users on the optimal use and procurement of computer equipment and software to increase effective and efficient use by clients. Manage IT equipment loan service.
• 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.

What you will bring:

• College diploma in a related field or an equivalent combination of education and experience.
• Three (3) years of experience in a technical support role.
• Knowledge of University hardware, software, peripherals and security guidelines and standards.
• Knowledge of networking protocols and technologies to configure and troubleshoot connectivity issues.
• Knowledge of office automation software to support and guide users in their work.
• Knowledge of mobile devices, distance education tools, audiovisual and scientific equipment.
• Knowledge of established IT policies and procedures of the University in areas such as procurement and asset management and maintenance.
• Experience with operating systems to install, diagnose and repair issues; ability to support large user groups.
• Experience in the implementation of system upgrades.
• Experience working in a customer service environment.
• Ability to communicate technical knowledge and information to a nontechnical audience.
• Analytical skills to diagnose and repair software, hardware and peripherals issues.
• Ability to proactively keep abreast of new emerging technologies.
• Ability to prioritize own work.
• Bilingualism - French and English (spoken and written).

Key competencies at uOttawa:

• Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
• Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
• Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
• Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

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.