Technical & Project Support Specialist

Overview: **Responsibilities**: Client Service - Assist users with computer related and printing issues; requires Administrator privilege on workstations - Maintain, troubleshoot and help users with teaching aid equipment - Manage the IT ticketing system, resolving assigned tickets in a timely manner and/or escalating to the IT Manager or IST as required - Provide end-user training and develop training materials - Maintain the School’s IT support website - Liaise with external support services as needed Instructional Technology - Provide advice to instructors in the use of educational technologies to advance teaching and learning strategies - Develop support materials in the use of educational technologies for the classroom and for blended teaching scenarios - Provide troubleshooting, setup, training and support to users on the computer and audio-visual equipment in teaching and meeting rooms - Responsible for the technical aspects of the School’s file sharing software for administrative purposes - Responsible for the technical aspects of the School’s on-line exam taking platform (currently Examplify by ExamSoft) - Serve as the on-site and/or on-call IT support during assessments - Maintain the School’s iPads and track sign outs for exams - Address ExamSoft update concerns Technical - Trouble shoot system problems - Create and maintain documentation for the operation of software, hardware, inventories and other operational processes, as required - Provide technical and logístical support for a variety of special projects - Create on-line fillable forms - Special projects, as determined by the IT Manager Qualifications: - A college diploma in a computing discipline or an equivalent combination of education and experience - Microsoft Certified Trainer designation an asset - IT Service Desk or Helpdesk experience preferred, preferably in an educational environment - Demonstrated experience working with various educational technologies - Experience delivery support for the use of technology in an educational setting - Technical and desktop support experience Windows 10+, Office, Exchange, Web editing, hardware diagnostics and repair, phone and in-person troubleshooting, and video conferencing - Experience and expertise with learning management systems (with MS Teams, Sharepoint, Zoom) - Experience with ExamSoft by Examplify an asset - Experience with database management systems preferred - Experience with handling confidential and sensitive information - Excellent analytical skills to diagnose and resolve software and hardware problems - Exceptional organizational skills with the ability to handle a variety of projects, competing deadlines and schedules simultaneously under mínimal supervision - Strong troubleshooting skills and the ability to provide appropriate solutions - Strong attention to detail and ability to document specific information - Excellent interpersonal skills with an emphasis on the ability to provide training and "workarounds" to common technical problems in a way that end users can understand and embrace (i.e., provide technical solutions using non-technical, easy to understand language) - Strong understanding of end-user requirements for web and enterprise solutions across different platforms and browsers - Intermediate level skills with MS Office suite - Willingness and ability to learn new computing technologies - Examsoft, Sharepoint, OneDrive, Digital Signage, Office 365 Suite, Teams, Tophat, Zoom, LEARN, Bongo Equity Statement: The University of Waterloo is committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. The University of Waterloo is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River.