Technology Support Specialist

2 weeks ago


Saskatoon, Canada University of Saskatchewan Full time

**Technology Support Specialist**:
The University of Saskatchewan (USask) proudly supports world-renowned innovators and groundbreaking researchers. Information and Communications Technology (ICT), as a strategic partner, enables courageous curiosity by empowering students, staff, and faculty to do more than thought possible with technology - boosting productivity, strengthening security, and enabling research success. As a research-intensive university in the U15, one the foundations of our mission is to support research and scholarly work across many disciplines. USask offers access to the university’s recreation and fitness services, ongoing professional development and mentorship, and a comprehensive benefits and pension program.

**Nature of Work**:. This position provides an opportunity to work closely and collaboratively with an array of engaging clients/projects and stakeholders from within USask. We are proud of the supportive and diverse IT Support team we have built. IT Support Services has a strong, ongoing, employee training program with opportunities to take part in mentorship programs and continuous improvement-based committees. We are a busy team with many opportunities to learn, grow and expand one's skill set while providing many career advancement opportunities within ICT. This position will be assigned to support various campus locations as required. Periodic evening or weekend work may be required.

USask values diversity and Indigenous engagement is a strategic priority. In support of this priority, you will actively seek an understanding of diverse perspectives, including incorporating equity, diversity, and inclusion into your 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 issues 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. Willingness and aptitude to learn new technologies and processes. 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
**Full Time Equivalent (FTE)**: 1.0
**Salary**: The salary range, based on 1.0 FTE, is $49,301.00 - 77,033.00 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**: 2/10/2023
**Closing Date**: 3/2/2023 at 6:00 pm CST
**Number of Openings**:1
**Work Location**:On Campus

**Criminal Record Check**:Not Applicable
**Driver's License and Abstract Check**:Not Applicable
**Education/Credential Verification**:Not Applicable
**Vulnerable Sector Check**:Not Applicable

Please review the University of Saskatchewan's **health and safety requirements** for faculty, staff and students in consideration of the COVID-19 pandemic.


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