Computing Analyst

2 weeks ago

Ottawa, Canada University of Ottawa Full time

The University of Ottawa—A crossroads of cultures and ideas

The University of Ottawa is home to a dynamic community of over 50,000 students, faculty and staff, who live, work and study in both French and English. Our campus is a crossroad of cultures and ideas, where bold minds come together to inspire game-changing ideas. We believe in the power of representation, and that increasing the diversity of our faculty and staff supports this objective. Our goal is to provide students with the best possible learning experience, in an environment that reflects the diversity of its people, their ideas, and their identities.

We are one of Canada’s top 10 research universities—our professors and researchers explore new approaches to today’s challenges. One of a handful of Canadian universities ranked among the top 200 in the world, we attract exceptional thinkers and welcome diverse perspectives from across the globe. Our employees come together around the shared purpose of constant improvement, personal development, service excellence, teamwork and a passion for learning with a desire to make uOttawa and the world a better place. Everyone's contributions are valued, we all play a part in making uOttawa a world-class institution. Most importantly, we make it possible for you to achieve your full potential. Because at uOttawa, you belong

**Position purpose**:
Reporting to the Manager, IT Support Services

Provides advice and second-level technical support services to end users and IT technicians at the University of Ottawa for end-user computing. Is responsible for the installation, repair, and testing of microcomputers and accessories/peripherals. In collaboration with other IT professionals, offers an effective and efficient service that meets or exceeds established customer service standards.

**In this role you will**:
Provide second-level technical support services to address the needs of clients in a networked environment. Provide diagnostic and repair services to end users for hardware, software, infrastructure, peripherals and other equipment such as mobile devices, distance education tools, audiovisual and scientific equipment as required. Promote established University and Faculty/Service standards to ensure consistency of data security and integrity throughout the organization.
Provide a wide range of technical installation services to clients for hardware services including computers, mobile devices and for other IT equipment to ensure an efficient response to the user’s technology needs. Use troubleshooting tools as well as diagnostic hardware to isolate problems which occur on workstations. Analyze requests and requirements for hardware, software and other IT equipment to determine current and future needs and provide purchasing advice to the user.
Install, test and upgrade software to ensure it is current, registered and efficiently deployed for the client on both Macintosh and PC environments. Provide high-end technical troubleshooting for Common Operating Environment (COE) hardware standards.

**What you will bring**:
University Degree or College Diploma in Computer Science, Information Technology or related field or equivalent experience.

Minimum 3 years of experience in a technical support role

Knowledge of University hardware, software, peripherals and security guidelines and standards.

Knowledge of networking protocols and technologies to configure and troubleshoot connectivity issues

Knowledge of office automation software to support and guide users in their work

Knowledge of mobile devices, distance education tools, audiovisual and scientific equipment

Experience with PC and Mac Operating Systems to install, diagnose and repair issues; ability to support large user groups.

Experience in the implementation of system upgrades

Experience working in a customer service environment

Analytical skills to diagnose and repair software, hardware and peripherals issues

Experience in creating software scripts.

Ability to prioritize own work

Ability to communicate technical concepts in a non-technical manner.

Ability to proactively keep abreast of new emerging technologies.

Ability to foster professional relationships with clients.

Bilingualism - French and English (spoken and written)

**Key Competencies at uOttawa**:
Here are the required competencies for all or our employees at uOttawa:
**Planning**: Organize in time a series of actions or events in order to realise an objective or a project. Plan and organize own work and priorities in regular daily activities.

**Initiative**: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.

**Client Service Orientation**: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet t

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