Technology Support Specialist

2 days ago

London, Canada Western University Full time

**Classification & Regular Hours**: Hours per Week: 35 Salary Grade: 13 **About Western**: Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference. **About Us**: The Department of Western Technology Services (WTS) is a central source committed to providing high-quality, cost-effective technology solutions and services to the campus community in support of the teaching and research missions of the University. WTS works collaboratively with other IT groups within Western’s faculties and administrative units to leverage centrally-supported technology solutions and services where appropriate. **Responsibilities**: The Technology Support Specialist - Help Desk is a key member of the Services & Application Support Team. The role is responsible for providing 1st level technical **Qualifications**: - Education: - College diploma in an information technology field or a university degree with a minor in an information technology field - Relevant Information Technology certifications an asset (ex: A+ certification, Microsoft Certified Professional, etc.) - University Degree Majoring in Computer Science or an Information technology field is preferred - Experience: - 1 year experience providing technical support and customer service - Experience providing technical support and customer service in an academic IT environment is preferred - Knowledge, Skills & Abilities: - Ability to work independently and collaboratively in a team environment - Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions - Strong customer service skills to handle inquiries and resolve issues in a professional and timely manner - Ability to understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy those expectations - Basic knowledge of VoIP telephony technologies - Ability and willingness to stay abreast of technological development and adapt efficiently to emerging priorities - Demonstrated communication skills to effectively interact with technical and non-technical users from internal contacts up to senior management - Able to build and maintain lasting relationships with other departments and key business partners - Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines - Demonstrates attention to detail and accuracy **Western Values Diversity**: **Please Note**: Effective September 7, 2021, all employees and visitors to campus are required to comply with Western's COVID-19 Vaccination Policy. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.

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