Technology Support Specialist

**Classification & Regular Hours**: Hours per Week: 35 Salary Grade: 14 **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 Schulich School of Medicine & Dentistry provides outstanding education within a research intensive, distributed learning environment where tomorrow’s physicians, dentists and health researchers and other scholars learn to be socially responsible leaders in the advancement of human health. The Schulich School of Medicine & Dentistry is the largest Faculty on campus and employs over 2,000 part time and full time faculty and over 1,000 staff. Information Services (IS) provides high quality Information Technology and Management services to the School of Medicine & Dentistry in support of the School’s mission. **Responsibilities**: As a member of the Information Services (IS), the Technology Support Specialist will be accountable for the configuration, support, and maintenance of all client computer devices including desktops, notebooks, and mobile devices in the Schulich School of Medicine & Dentistry. They will assist in the support and maintenance of Schulich servers which include Unix/Linux and Windows systems. The role will be responsible for the configuration and installation of software needed by the client, and will ensure appropriate security, backup and recovery procedures are implemented and any related documentation is prepared. The Technology Support Specialist will consult with clients on hardware recommendations, planning and installing upgrades and changes, acts as a liaison between the client, IS, and preferred hardware vendors to ensure effective and timely communication and that appropriate resources are solicited to ensure the clients’ needs are met. The role will participate in project work as assigned by the User Services Team Leader, at times taking a leadership role on assigned projects. **Qualifications**: **Education**: - 3 year Community College Diploma in an Information Technology field or a University Degree with a minor in an Information Technology field **Experience**: - Experience providing technical support and service in an academic IT environment is preferred - Experience in computer networks and workstations and extensive server administration experience with Unix/Linux and Windows OS in a networked environment preferred - Experience installing, configuring, and maintaining virtualization software (VMware), storage arrays, and Microsoft Active Directory is preferred Knowledge, Skills & Abilities: - Ability to configure and maintain Windows and Linux virtual servers. - Excellent troubleshooting ability along with hands-on expertise in technical support for PC/MAC software, hardware and peripheral devices (printers, monitors, audio-visual, etc.) - Ability to diagnose and repair hardware issues with computer devices - Familiarity with databases including SQL and Google Analytics - Familiarity with developing software packages and with scripting and automating repetitive task would be an asset - Familiarity with virtualization would be an asset - Familiarity with Westerns procurement system (Mustang Market) would be an asset - Familiarity with project management tools and resources - Communication skills to describe technical concepts effectively to both novice and sophisticated users, including providing technology training as needed of equipment and software supported by IS - Communication skills to write clearly, and adapt communication style and content for intended audiences in a professional manner - Ability to write clear, concise and accurate procedural documentation - Ability to work in a manner that models best practices in confidentiality standards - Ability to provide solutions and ideas for improvement by using imaginative approaches where constructive thinking and innovation are required - Ability to understand customer needs and expectations and provide excellent customer service to directly and indirectly satisfy expectations - Ability and willingness to stay abreast of technological developments - Adapts readily and effectively to changing priorities and demands - Ability to work independently and maintain direction and focus through proactive planning and organized approaches to work - Computer skills with the ability to creatively use and integrate technology to improve quality and productivity - Intermediate computer skills in Microsoft Office Suite - Multi-tasking skills to prioritize and consistently produce high-quality work wi