Information Technology Specialist
3 weeks ago
Overview:
**Term: 1 year.**
Reporting to the Manager, Client Services, Science Computing, the Information Technology Specialist (IT Specialist) is responsible for the provision and support of all information technology and related computing systems in the Faculty of Science. Responsibilities include maintenance, updates and configuration of computing environments, supporting infrastructure, and enabling and improving outcomes for teaching, research, and administrative computing in the Faculty.
**Responsibilities**:
Provide Client Support Service for Computing and Related Technologies
- Respond to initial requests for information or assistance, prioritizing response among multiple requests
- Work with clients to understand and resolve their computing and related technology issues
- 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 availability
- Keep clients informed of the progress toward resolution of their issues.
- Communicate with clients and peers (within the department 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, recommend, and test computer hardware and software.
- Manage the hardware lifecycle, from provisioning and deployment through decommissioning
- Manage hardware and software for large and complex computing environments
- Manage and maintain network services in support of the Faculty’s operations
- Document systems, processes, and procedures
Solve a wide range of problems creatively and effectively
- Employ general principles to understand and solve problems
- Use a disciplined approach to all aspects of problem resolution
- Adopt an abstract approach to problem solutions, to be able to choose and create general, scalable, standards-based solution to problems where possible
- Seek solutions which can be applied to benefit large client bases, extending to the faculty and the campus where applicable
Builds and Maintains Strong Interpersonal Relationships
- Demonstrates skills in understanding and dealing with diverse client and co-worker needs. Assists team members with overcoming obstacles and act as an effective liaison
- Actively seeks information about the underlying needs of a client, beyond those expressed and matches these to standard or customized products, services or other support activities
- Interacts with external vendors and service agencies as needed. Reports problems involving external agents to the appropriate manager, organization or group
Obtain and maintain technical knowledge
Qualifications:
- A university degree in a computing discipline with relevant experience, or equivalent combination of education and experience
- 2-3 years of progressive experience supporting a computing environment
- Proven knowledge of IST methodologies, processes and practices
- System administration skills for at least Windows based system, or equivalent skills in software development or systems support, with demonstrated potential to gain expertise in other areas
- Strong analytical and problem-solving skills that rely on a structured approach with the ability to learn new concepts/processes
- Effective planning and organizational skills with the ability to adapt to change and perform under pressure
- A continuous improvement mindset and an exceptional customer service focus are critical for success along with exceptionally strong detail and problem-solving skills
- Strong Client service skills and demonstrated ability to work as part of a team
- Ability to work with mínimal supervision
- Good organization and time management skills
- Ability to learn quickly and adapt to change
- Hours of work are similar to standard office hours, with some flexibility in scheduling and the occasional requirement for work to be done outside of office hours for emergency situations or to minimize disruptions to clients
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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