Client Technology Specialist

2 weeks ago

Waterloo, Canada Wilfrid Laurier University Full time

**Date**:Dec 1, 2023

**Location**: Waterloo, CA

**Company**:Wilfrid Laurier University

**Department**: Lazaridis School of Bus. & Econ.

**Job Type**: Continuing

**Full-time/Part-time**: Full Time (>=1249 hrs/year)

**Campus**: Waterloo

**Reports to**:Manager ICT Client Technology and Senior Administrative Officer Lazaridis

**Employee Group**: WLUSA

**Application Deadline**: December 10, 2023

**Requisition ID**:7018

Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.

Laurier has more than 19,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.

**Position Summary**

This position is responsible for providing end user 2nd and 3rd level desktop hardware/software support, wired and wireless network assistance to all WLU departments and students while working on continuous improvement to service and technology. This includes providing excellent quality technical support and resolutions to incidents and problems and maintaining an appropriate level of knowledge in all university standard hardware, software, and peripherals. The incumbent will work within the defined service delivery model ensuring service tickets are prioritized, responded to, resolved, and documented in the Service Management tool.

The Client Technology Specialist is the primary point of contact and support for other ICT teams. The incumbent responds promptly and works with ICT Service Desk Support to escalate incidents, conduct investigations, and provide solutions. Services provided include remote and in person support.

The incumbent is required to provide functional guidance to clients on the use of technology and can communicate with clients who have varying levels of knowledge.

**Accountabilities**

**Lazaridis School of Business Responsibilities and Support Services**
- Provide comprehensive support for the Prism Resources rental fleet, including Windows and Mac laptops, iPads, cameras, and other peripherals.
- Participate in Prism team meetings to provide technical input on workflows and processes.
- Liaise with the Lazaridis School’s Senior Administrative Officer and the Manager ICT Client Technology to establish mutual strategic and performance goals between the Lazaridis School and ICT.
- Establish and sustain strong working relationships with faculty and staff colleagues in the Lazaridis School such as the Dean’s Leadership Team (Associate Deans and Chairs), Area Coordinators, Program Directors, and the Director of External Relations to understand their IT needs.
- Support Lazaridis School faculty, students, staff and external clients on a variety of media equipment such as Extron/Crestron equipment and video conferencing solutions in a classroom or meeting room environment.
- Determine needs for hardware or software purchases requested by Lazaridis School faculty, students, or staff and research, quote, order, and configure technology for the user, ensuring reconciliation of purchases following university protocols.
- Create and maintain detailed records of hardware assets and software licensing for the department.
- Respond to and collaborate on incidents and tasks with other departments within ICT.
- Provide effective support in problem solving, repairs and resolutions to all faculty, staff, researchers, and students for all hardware and software.
- Provide remote troubleshooting, support, and assistance via LogMeIn or other tools for employees working at home with varying hardware, software, and network environments.
- Support devices with M365, MFA, VPN, and Intune.
- Working with the Cyber Security team, investigate security threats including viruses to mitigate risks, define probable cause and limit potential spread. Educate and train employees on cyber security protocols.
- Take ownership of technical problems and be proactive in identifying, resolving the issues to root cause. Research issues and work with external vendors and develop

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