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Technical Support Specialist

2 months ago

Ottawa, Ontario, Canada University of Ottawa Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at the University of Ottawa. As a key member of our Faculty Application Support team, you will be responsible for providing technical expertise and support to our faculty and administrative users.

Key Responsibilities
  • Technical Expertise: Provide troubleshooting, expertise, advice, and high-level support on the usage of faculty applications to students, faculty, and administrative users.
  • Expert Advice: Support the Senior Analyst in the development of expert advice to various users on matters associated with business process, technology recommendations, and implementation strategies.
  • Access Management: Manage permissions and accounts for faculty users, provide second-level support for login issues, and coordinate efforts with the help line support specialist to improve connectivity for users.
  • Client Communication: Establish and maintain regular communication with clients, keep users informed of progress on their incidents/service requests, and notify them of impending changes or scheduled outages.
  • Professional Training: Support the Senior Analyst in the development and design of custom training, workshops, presentations, and informational material for users.
  • Documentation: Support the Senior Analyst in the development and maintenance of documentation, information, user guides, policies, frequently asked questions, and knowledge base for the user community of the Faculty.
  • Incident Management: Monitor incidents related to applications, make recommendations for improvement to the Senior Analyst, and triage and maintain incident information in the tickets management system.
  • Application Assessments: Review existing system capabilities and workflow, and support the Senior Analyst in recommending changes or upgrades to increase business efficiency.
  • Forms Management: Build and edit various forms used for evaluating learners, faculty courses, competencies, and perform minor modifications and enhancements to existing forms.
Requirements
  • University degree in Business Administration, Computer Sciences, or Information Technology, or an equivalent combination of education and experience.
  • Minimum three years of experience supporting enterprise applications.
  • Knowledge and experience in the use of evaluation and scheduling application is an asset.
  • Knowledge of University and Faculty structures and regulations.
  • Experience in customer service and in teaching technology, advanced interpersonal skills, and ability to communicate technical concepts in a non-technical manner.
  • Experience preparing, developing, and delivering group and individual training sessions and material.
  • Excellent analytical skills and ability to prioritize work and ensure its quality.
  • Experience in using computer systems and software such as Microsoft Office Suite and Web Applications.
  • Initiative, responsibility, autonomy, and good judgment in providing accurate services under time constraints and client restrictions.
  • Ability to work in a team, foster positive relationships, and manage and resolve conflict.
  • Bilingualism (French and English) spoken and written.