Information Technology Specialist

4 months ago

Waterloo, Canada University of Waterloo Full time

Overview:
The Information Technology Specialist (IT Specialist) is responsible for the provisioning and supporting of all information technology and related Microsoft Windows computing systems in the department of Electrical and Computer Engineering (ECE). These responsibilities include management of computing environments and supporting infrastructure, enabling and improving outcomes for administrative, teaching, and research computing in the department.

**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 ECE policy, prioritizing responses among multiple requests
- Triage support requests 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
- Resolve client issues directly
- Communicate with clients and peers 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, provide purchase/acquire recommendations, 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 department'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:

- Bachelor’s degree in computer science, mathematics, or engineering is required. A combination of education and relevant experience may be considered
- 3-5 years of proven technical experience in a fast-paced environment. Experience in an academic setting is considered a strong asset
- Recognized certification would be considered an asset
- The IT Specialist is expected to have system administration skills for Microsoft Windows client and server OS, with some knowledge of Mac and Linux based systems
- Proficient level knowledge, support and troubleshooting for desktop and server computers and software like Microsoft 365, Adobe Acrobat and other standard software
- Have a good working knowledge of IPv4 networking protocols
- 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
- Strong client service skills and demonstrated ability to work as part of a team
- Ability to learn quickly and adapt to change
- Able to work with mínimal supervision
- Excellent organizational and time management skills

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 the Office of Indigenous Relations.

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