Technology Support Specialist

3 months ago

London, Canada Western University Full time

**Classification & Regular Hours**:
Hours per Week: 35

Salary Grade: 13

**About Western**:
Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

**About Us**:
The Department of Western Technology Services (WTS) is a central source committed to providing high-quality, cost-effective technology solutions and services to the campus community in support of the teaching and research missions of the University. WTS works collaboratively with other IT groups within Western’s faculties and administrative units to leverage centrally-supported technology solutions and services where appropriate.

**Responsibilities**:
**Qualifications**:
**Education**:

- College diploma in an information technology field or a university degree with a minor in an information technology field
- Relevant Information Technology certifications an asset (ex: A+ certification, Microsoft Certified Professional, etc.) is preferred
- University Degree Majoring in Computer Science or an Information technology field preferred

**Experience**:

- 1 year experience providing technical support and customer service
- Experience providing technical support and customer service in an academic IT environment is preferred

Knowledge, Skills & Abilities:

- Ability to work independently and collaboratively in a team environment
- Seeks and shares relevant information, opinions, and judgments
- Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions
- Applies new knowledge and skills to practical use on the job; furthers learning through experience in practicing new approaches and behaviors
- Strong customer service skills to handle inquiries and resolve issues in a professional and timely manner
- Ability to understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy those expectations
- Basic knowledge of VoIP telephony technologies
- Ability and willingness to stay abreast of technological development and adapt efficiently to emerging priorities
- Demonstrated oral and written communication skills to effectively interact with technical and non-technical users from internal contacts up to senior management
- Ability to write clear, concise procedural documentation
- Able to build and maintain lasting relationships with other departments and key business partners
- Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines
- Maintains and applies up-to-date knowledge of discrete and integrated information systems elements relevant to your area of responsibility (hardware, software, and network)
- Ability of understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy expectations
- Possesses a reputation for resourcefulness with a strong sense of accountability and initiative
- Positive, outgoing attitude with genuine customer service orientation
- Demonstrates attention to detail and accuracy
- Define and organizes tasks, responsibilities, and priorities
- Proven ability and natural inclination to interact with people in a professional, respectful and diplomatic manner

**Western Values Diversity**:
Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources or phone 519-661-2194.

**Please Note**:
We thank all applicants for their interest; however, only those chosen for an interview will be contacted.

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