Technology Support Specialist

**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**: 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 support units to leverage central supported technology solutions and services where it makes sense. Classroom Technology Group (CTG) is responsible for the specification of classroom technology standards, planning, development, implementation and management of enterprise technologies in University teaching. learning, and other general use spaces. The team provides ongoing planned, and reactive support to the Western Community. CTG collaborates with multiple stakeholders to deliver timely and effective results that contribute to an excellent user experience. **Responsibilities**: **Qualifications**: - Education: - College Diploma in an Information Technology field with courses taken in A/V production - University Degree with a minor in an Information Technology field preferred - Experience: - 2 years’ front-line audio-visual or related technical event production support experience within a higher-education, commercial, or corporate environment - 3 years’ experience in commercial technical sales, product training and end-user support preferred - Experience working as a field service technician with direct client-oriented accountabilities preferred - Working familiarity with secure enterprise networks preferred - Knowledge, Skills & Abilities: - Excellent communication skills to effectively interact with technical and non-technical end-users - Ability to understand client needs and expectations and provide excellent customer service directly and indirectly to satisfy expectations - In-depth knowledge of TCP/IP and web-based tools to monitor devices and technology performance - Strong understanding of audio-visual system architecture and operation - Ability to troubleshoot and resolve intermediate-level computer and audio-visual issues on-site in classrooms and remotely - Ability to lift, carry, move and position objects weighting up to 40 lbs - Ability to work on ladders, and elevated work platforms - Ability to organize, provide planned and reactive maintenance and repair to equipment and systems - Ability to work independently as well as in a team environment - Proven ability to multi-task and prioritize with an eye to consistently produce high-quality work and to meet deadlines in a demanding environment - Flexibility to ordinarily work outside of regular business hours - Aptitude and willingness to continue in professional development aligned with the role and the organization’s strategic objectives - Judgment, analytical and problem-solving skills with a consultative and collaborative approach to addressing issues and opportunities - Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions - Ability to build and maintain lasting relationships with key stakeholders - Ability to write clear, concise “how-to” and procedural documentation - Ability and willingness to stay abreast of technological developments **Western Values Diversity**: **Please Note**: We thank all applicants for their interest; however, only those chosen for an interview will be contacted.