Computing Consultant

1 month ago

Waterloo, Canada University of Waterloo Full time

Overview:
**There are 2 positions available.**

**Responsibilities**:
As a part of the Customer Relations and Support Team
- IST Account Representative to assigned service area(s)
- Provides desktop support and mobile device support (workstations, software, peripherals, on/offboarding, etc.)
- Assists with wireless and wired network troubleshooting
- Provides documentation and support for the installation and licensing (and some basic support of the software) for a subset of site licensed software (e.g. Adobe Acrobat)
- Provide support for use of Grouper, Zoom and other software as needed
- Leverages ITSM systems (Jira Service Management and Request Tracker)
- Provides IT Professional Development training courses for supported software
- Supports the rollout of IST changes, including Microsoft 365 changes
- Provide identity management user support
- Builds collaborative, positive relationships, trust and expertise with assigned service area(s)
- Solves complex problems related to support of the aforementioned services and service area(s)
- Works collaboratively with the team to come up with creative solutions to difficult problems
- Uses best judgement and best practices in solving problems
- Always interacts with the team in a positive and constructive manner
- Works on continually improving our self-service options
- Commitment to continuous improvement of oneself, and the team, by staying current in the latest technology trends and providing feedback

As a part of Client Services
- Always remains client focused
- Communicates with partners, colleagues and clients in a manner which denotes exceptional service
- Welcomes feedback for the team and IST, so as to improve our service
- Values the importance of relationship building with team members and campus partners

Qualifications:

- University degree required or equivalent education and related experience.
- Proficiency with Windows/Mac OS
- Basic to intermediate knowledge of Drupal, web accessibility, accessible PDFs
- Demonstrated ability to install software and assess and troubleshoot a variety of software and hardware (including peripherals) problems.
- Excellent analytical and problem-solving skills.
- Must have strong knowledge in networking concepts and the operation of the campus network and troubleshooting (wired and wireless).
- Knowledge of the development of basic programs and scripts.
- Strong written and oral communication skills are essential as are strong technical documentation skills.
- Proficiency in teaching and preparing presentations, with the proven ability to develop and deliver introductory/intermediate IT courses.
- Incumbent must have demonstrated organizational, planning and multi-tasking skills.
- Proven ability to develop IT knowledge and expertise, solve complex problems, prioritize and respond with a sense of urgency.
- Excellent interpersonal, communication and customer service skills with the demonstrated ability to assist clients at all levels of computer literacy with tact and diplomacy, along with the proven ability to manage sensitive customer
service issues.
- Demonstrated ability to build collaborative, positive relationships, trust and expertise.
- Knowledge and experience with the following would be considered an asset: Adobe Acrobat, creating Accessible PDF documents, Jira Service Management, Grouper, Zoom.
- Experience leading projects is 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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