IT Support and Facilities Assistant

IT Support and Facilities Assistant

About Queen's University

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

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Job Summary

**A Brief Overview**

This position provides initial user support to set-up and/or resolve connectivity issues associated with peripheral devices, and coordinates with ITS for additional support as needed. This position records, administers and maintains the inventory of multi-function devices. This position confirms that user workstations have current protection in place, and removes computer malware from workstations when necessary. This position also maintains issues logs, databases and other spreadsheets.

The schedule for this position requires the incumbent to work evenings and weekends.

**Job Description**:

**What you will do**
- Provides initial user support to set-up and/or resolve connectivity issues associated with peripheral devices such as printers, computers, TVs, projectors, conference systems and telephones, and coordinates with ITS for additional support as needed.
- Records, administers and maintains the inventory of multi-function devices.
- Sets up and takes down equipment at remote locations.
- Confirms that user workstations have current protection in place, and removes computer malware from workstations when necessary.
- Maintains issues logs, databases and other spreadsheets.
- Runs reports, system backups and manual data feeds on a scheduled basis.
- Confirms when equipment is under warranty, and coordinates warranty repairs.
- Coordinates loaner equipment as needed.
- Maintains the departmental computer servers, file server, web server, primary domain controller, data backup server, building access server, and escalates connectivity problems as needed.
- Maintains and updates standards and guidelines for delivering computer system support.
- Other duties as required in support of the department and/or unit.

**Required Education**
- Three-year Community College Diploma or Three-Year Bachelor Degree, or equivalent. In addition, requires trade certification, qualification, or on-going learning to remain ahead of changes in technology or emerging fields.

**Required Experience**
- More than 2 years and up to and including 3 years of experience.
- Experience in general IT infrastructure with a focus on installation, configuration, and maintenance of IT systems software and hardware considered an asset.
- Experience with desktop and server operating systems considered an asset.
- Experience with operating systems technologies considered an asset (e.g., Linux OS, Windows OS, AD Forests, Domains, Trusts, DNS, DHCP, Group Policy and Organizational Units, VMware, VM backups tools, etc.).
- Experience in information systems security and management tools considered an asset (e.g., Endpoint Protection Management Tools, etc.).
- Experience working with diverse populations/equity deserving groups considered an asset.
- Experience in client and/or customer experience functions considered an asset.
- Experience structuring and managing facility operations and maintenance considered an asset.

Consideration may be given to an equivalent combination of education and experience.

**Job Knowledge and Requirements**
- Knowledge and insight of practical methods, techniques, and work processes that is typically acquired through a combination of technical training and/or substantial work experience.
- Provide information to others that requires technical or administrative explanation or interpretation.
- Attempts to resolve a difficult or challenging interpersonal situation, or overcome resistance to gain.
- Adapt messages to meet the needs of the intended audience.
- Manage own work and may train and review the work of casual employees, work study students, and/or volunteers, to see commitments through to completion.
- Participate in project team meetings and is involved in developing individual and team project plans.
- Identify new problems and seeks information and input to fully understand the cause.
- Identify opportunities to improve the effectiveness and efficiency of work processes.
- Break down concrete issues into parts and synthesizes information succinctly.
- Respect diversity and promotes inclusion in the workplace.
- Awareness of relevant legislation, including Employment Equity, Human Rights legislation, Treaties, sexual violence legislation and the Accessibility for Ontarians with Disabilities Act and its regulations.

Employment Equity and Accessibility Statement

**Skills**

**Reference**
- 290934