Client Support Specialist

6 months ago

Cambridge, Canada University of Waterloo Full time

Overview:
The Client Support Specialist provides a wide range of direct services and support to faculty, staff and students in their use of the electronic workspace at the School of Architecture. The Client Support Specialist is responsible for providing services, support, consulting, training and communication services to clients at the School of Architecture. Services include troubleshooting client computer issues, providing instruction and training for school services (printing, wireless access, shared resources, and information systems) and maintaining school computing equipment (student computer lab, multifunction printer/copier/scanners, large format plotters).

**This position is based at the Waterloo Architecture Campus, located at 7 Melville Street South, Cambridge, ON.**

**Responsibilities**:
Client Service
- Acts as a resource to students, staff and faculty to understand and resolve computing and technology related issues; including but not limited to hardware and software support
- Prioritize and provide timely requests for technical support and troubleshooting
- Assist students, faculty, staff and guests of the School with any University of Waterloo Systems eg. WatIam, Workday, Quest, Learn, Microsoft 365, Architectural Design Applications
- Work with the Computing and Media Manager to deploy, maintain or replace computer workstations for staff in the School of Architecture and Musagetes Library
- Support faculty with technical teaching needs and resources
- First point of contact for technical support for meetings, co-op interviews, conference calls etc.

Network and Systems Support
- Provide technical support including hardware/software installation, operations and upgrades to systems and infrastructure components which support the School of Architecture daily operating functions
- Act as liaison with Computer Engineering/IST/WatCard Office for Waterloo account and printing account and set up
- Request and administer alarm access codes; ensure the key and alarm access lists are up-to-date and codes are de-activated when necessary

IT Equipment Support
- Maintain IT equipment for classroom teaching needs
- Maintains inventory of School classroom technology, computer equipment, staff workstations and associated software licenses
- Monitor all School of Architecture printers, photocopiers, scanners and large scale plotters - arranging appropriate printing accounts as well as service repairs as required
- Ensures technical support of computer equipment, specialized fabrication equipment and associated software platforms; prioritize support to reduce downtime
- Ensure all computing labs and computing workstations are maintained and in working order

Other Duties
- Participation in School and campus committees and events as required
- Act as back up for the Manager, Computing and Media
- Special projects and duties as assigned by the Manager, Architecture Computing and Media or Administrative Officer

Qualifications:

- IT or computing related degree, or equivalent certification(s) education and experience
- 2+ years of practical experience maintaining, installing and troubleshooting computers and associated peripherals
- Previous experience in an IT service role preferred
- Demonstrated experience working in a client support/service with a focus on customer service
- Strong written and oral communication skills are essential
- Ability to prioritize and operate with a sense of urgency
- Proven capacity to manage competing priorities in a high volume environment
- Attention to detail and accuracy are essential
- Genuine interest in enhancing and improving customer service
- Strong interpersonal skills with the ability to interact in a positive and supportive manner with team members, faculty and students
- Proficient knowledge of desktop computer hardware and software
- Preferred knowledge of Linux, Unix Servers, MacOS Server, Windows Server and general server knowledge
- Ability to use programming languages to automate tactics: PERL, Python, Java, JavaScript, PowerShell
- Knowledge of University of Waterloo systems and an understanding of virtualized environments, VMWare, VirtualBox etc. considered an asset

Equity Statement:
The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within our Office of Indigenous Relations.

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