Technology Support Specialist

3 days ago

Saskatoon, Canada University of Saskatchewan Full time

**Technology Support Specialist**:

- networked environment. This position will be assigned to support various campus locations as required. Periodic evening or weekend work may be required.

The University of Saskatchewan values diversity and Indigenous engagement is a strategic priority. In support of this priority, you will actively engage in learning to develop an understanding of diverse perspectives and how to incorporate equity, diversity, and inclusion into their work.

**Accountabilities**
- Delivery, on-site setup, and support of all multimedia equipment including multimedia carts, data projectors, wireless audio systems, monitors and video displays, video streaming and conferencing systems.
- Ensure all IT related support requests are captured and recorded within ICT’s official ticket response tracking system. Prepare activity summary reports.
- Coordinate service requests matching client needs with available technology solutions.
- Install, manage, and support endpoint equipment based on Windows, Macintosh, and mobile operating systems including iOS, and Android.
- Provide level 1 support and provide support for identified level 2 and 3 issues where configuration solutions have already been documented.
- Gather and analyze information about the user issue and determine the best way to resolve the problem. Escalate to the appropriate group if necessary.
- Follow established processes and document new knowledge in a central location.
- Evaluate documented resolutions and analyze trends for ways to improve future interactions.
- Build a strong rapport with customers.
- Access our local knowledge base and FAQ resources on the Internet/Intranet to aid in incident resolution.
- Develop documentation related to customized tasks, procedures, and services.
- Perform other related duties or projects as required.

**Skills**: Strong customer service and communication skills to deliver verbal and written information for technical and non-technical users. Active listening, questioning skills, and strong documentation skills. Ability to effectively prioritize and execute tasks in a time sensitive environment. Ability to work with a range of technologies (as listed under Accountabilities section) and learn new technologies as required. Effective time management skills, including the ability to work on several tasks at once and to prioritize competing priorities. Ability to collaborate in a team-oriented environment.

**Department**: IT Support Services
**Status**: Permanent
**Employment Group**: ASPA
**Shift**: 8:00-4:30pm
**Full Time Equivalent (FTE)**: 1.0
**Salary**: The salary range, based on 1.0 FTE, is $50,780.00 - 79,344.00 per annum. The starting salary will be commensurate with education and experience.
**Salary Family (if applicable)**:Information Technology
**Salary Phase/Band**:Phase 1
**Posted Date**: 3/11/2024
**Closing Date**: at 6:00 pm CST
**Number of Openings**:1
**Work Location**:May be eligible for hybrid work under the terms of USask's Alternative Workspace Guidelines

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