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Service Support Specialist

3 months ago

Kingston, Ontario, Canada Queen's University Full time
Service Support Specialist

About Queen's University

Queen's University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting.

We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

Come work with us

Job Summary

Job Description:

What you will do

  • Investigates, diagnoses and resolves complex escalated user issues, and oversees escalated directory and permissions issues.
  • Conducts a risk analysis of system problems, and consults with others to identify the scope and direction needed for resolution.
  • Researches and proposes technologies and processes to improve/extend the IT Services service offering.
  • Gathers and evaluates information to addresses concerns outside the standard service offerings.
  • Develops and delivers training to educate users and ITS staff on effectively using supported technologies.
  • Other duties as required in support of the department and/or unit.

Required Education

  • Four-Year Bachelor Degree or equivalent. In addition, requires trade certification, qualification, or ongoing learning to remain ahead of changes in technology or emerging fields.

Required Experience

  • More than 3 years and up to and including 5 years of experience.
  • Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements

  • Knowledge of concepts and principles in a specialist field that is typically acquired through a combination of advanced professional or academic qualifications and/or substantial work experience.
  • Provide effective consultation and advice on nonstraightforward and/or complex issues.
  • Interaction with others requires interpersonal skills and the ability to understand and influence.
  • Adapt messages to meet the different needs of different audiences.
  • Builds relationships, trust and credibility.
  • Prioritize and distribute work to deliver objectives on time and to the highest standard.
  • Identify in advance when the intended results may not be achieved and develops a plan to address the gaps.
  • Actively participate in project team meetings and develop individual and unit project plans.
  • Lead procedural or technological change within a unit.
  • Identify opportunities to improve the effectiveness and efficiency of work processes.
  • Seek information and input to fully understand the cause of problems.
  • Appropriately assesses risks before making a decision.
  • Contribute to the creation and evaluation of possible solutions.
  • Take action to remove obstacles and address problems before they impact performance and results.
  • Promote a work environment that is free from sexual violence, harassment and discrimination, and the ability to show empathy for those who have experienced trauma.
Employment Equity and Accessibility Statement

Skills

Reference