Information Technology Specialist

6 months ago

Waterloo, Canada University of Waterloo Full time

Overview:
The Information Technology Specialist (IT Specialist) is responsible for the provision and support of all information technology and related computing systems in the David R. Cheriton School of Computer Science. These responsibilities include management of computing environments and supporting

infrastructure, enabling and improving outcomes for administrative, teaching, and research computing in the School.

This role under the Infrastructure Group demonstrates extensive knowledge of and capabilities in depth OSI layer 1 and 2 networking expertise, a sound working knowledge of diagnosing OSI layers 1 to 3 and some working knowledge of OSI layers 4 to 7. Having BICSI Registered Communications Distributor Designer certification would be beneficial for this mid-level role.

This Infrastructure Group role provides oversight, integration and in-depth support for any physical and communication requirements for School requested technologies. This includes networking services (augmenting IST services), UPS systems, environmental monitoring and all forms of inter-device communication used by the technology in server rooms, teaching labs, offices, seminar and meeting rooms. AV systems, teleconferencing (and streaming) components (design of which includes consultation with ITMS and external contractors), ntp clocks, e-signage, etc. This role will act as a representative of CSCF with respect to renovations, technology-integration and building planning.

This position will work and document independently, while developing strong collaborations with internal and external stakeholders.

This particular role is a minimum at the mid-point of the career path such that they are able to deal with diverse client and co-worker needs, can develop and implement strategies through stakeholder acceptance and provide leadership and guidance through dissemination of knowledge and insight to colleagues.

**Responsibilities**:
Client Service
- Work with clients to understand and resolve their computing and related technology issues
- Provide guidance and technical advice to clients
- Document client requests
- Provide timely responses to initial requests for information or assistance as per CSCF policy, prioritizing response among multiple requests
- Resolve problems where the incumbent has the required skills and resources. Forward problems to those who are best suited to solve them based on expertise and resource availability
- Keep clients informed of the progress toward resolution of their issues
- Develop the skills (appropriate to the incumbent’s USG level) to resolve client issues directly
- Communicate with clients and peers (within the School and elsewhere) effectively, clearly, and with empathy.
- Provide documentation for both technical and non-technical audiences
- Record work activity for both internal and client use

Systems and Applications Management
- Specify, purchase/acquire, and test computer hardware and software
- Manage the hardware lifecycle, from provisioning and deployment through decommissioning
- Manage large and complex computing environments
- Manage and maintain critical network services in support of the School's operations
- Document systems, processes, and procedures

Services Development
- Manage technical projects using best practices to achieve successful outcomes
- Recommend enhancements and improvements to systems and processes; provide guidance on technological evolution

Qualifications:

- A university degree in a computing discipline together with relevant experience, or an equivalent combination of education and experience
- The IT Specialist is expected to develop competencies to at least the USG 11 level over the course of their career. See Career Path Matrix
- The IT Specialist is expected to develop system administration skills for at least one of Windows, Mac OS, or Unix based systems, or equivalent skills in software development or systems support, with demonstrated potential to gain expertise in other areas. Familiar with software, systems, and component level hardware aspects of supporting changing environments. Demonstrated front-line support skills
- Must be able to use verbal and written communication effectively with audiences of a wide range of levels of technical knowledge and understanding. Capable of dealing with people experiencing high levels of stress

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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