Client Support Specialist

3 weeks ago

Waterloo, Canada University of Waterloo Full time

Overview:
The Client Support Specialist is a key member of the WUSA team and is responsible for the day-to-day operation of the WUSA’s end-user computer infrastructure. The role ensures front-line, first level support for 50+ full-time user computers and over 150 user accounts for part-time staff and standalone devices across the organization. The Client Support Specialist possess technical and software knowledge to provide front-line customer service, technical support, equipment management, Point of Sale support, deployment and maintenance of new workstations and peripherals, software deployment and telecommunications needs for students, guests, and staff of the Waterloo Undergraduate Students Association.

**this position is contingent on funding.**

**Responsibilities**:
Support user-end computer infrastructure
- Act as the first line of support for the WUSA Help Desk.
- Assume responsibility for printers, user support: assistance and communication
- Take leadership role in the investigation and development of specific client support services
- Coordinate, assign and follow-up on client-initiated service requests
- Responsible for Live steaming events
- Prepare, deploy, and support workstations / laptops and virtual desktop images by conducting regular patching and updates, and installing or capturing required software via existing configuration and deployment tools
- Monitor and maintain zero/thin clients and virtual desktop pools
- Maintain file shares, Intranet, and access permissions with the aid of security groups in AD

Collaboration and communication
- Develop knowledge-base articles for the team and for self-service needs for staff
- Curate and track IT assets in an asset management system
- Collaborate with WUSA staff to understand the technology needs and processes of staff and users
- Work as part of a dynamic team to meet WUSA strategies and needs by assisting in special projects, as needed
- Evaluate, select, and participate in technology deployments
- Commit to continuous improvement of oneself, and the team, by staying current in the latest technology trends and providing feedback

Qualifications:

- Post-secondary education in a related field or the equivalent combination of education, technical
- certifications or training, and work experience
- Minimum of 1 years experience working as a desktop administrator required
- Proficient with the PC desktop computing environment with the ability to diagnose problems and correct configuration issues
- Proficient in diagnosing and correcting most OS issues for primary desktop OS
- Proficient using, configuring, and diagnosing problems with all common desktop and office
- Foundation-level knowledge of computer hardware and networks required to resolve problems
- involving the interaction of software, hardware, and networks
- Ability to work effectively and efficiently without direct supervision
- Thorough understanding of Windows
- Experience providing support for Office 365
- Ability to diagnose and resolve common problems with the desktop computing environment,
- Must be able to manage multiple (sometimes conflicting priorities and tasks)
- Collaborate with colleagues to determine best approaches to solve complex problems
- Effective interpersonal communications skills are essential, including oral and written, in order to
- provide consulting assistance and write technical documentation
- Foundation-level presentation skills, with the ability to teach introductory-level skill to staff
- Ability to translate technical concepts into simple language

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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