Technical Support Specialist

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
**Job Description**:
**KEY RESPONSIBILITIES**:

- Administer and maintain desktop standards in consultation with the Technical Specialist, providing guidance, direction, and support to all HR staff regarding optimization and ongoing use of available technologies.
- Provide guidance and support to HRMS management in identifying/reviewing the IT needs across the department, making recommendations for any upgrades and/or maintenance, as well as purchasing new systems based on requirements, capabilities, price, availability, etc.
- Evaluate and recommend the purchase and licensing of systems and software packages, act as liaison with other departments and outside agencies for repair, pricing and procurement of equipment and products.
- Manage and maintain shared network file servers, providing access to HR staff and decentralized HR contacts throughout the university. Analyze file server usage reports and identify problem areas to optimize space while maintaining office functionality.
- Assists HR hiring managers with onboarding, to streamline account/service setup and training.
- Provide software/hardware training; educate and demonstrate IT best practices through informal and formal training opportunities with the goal of achieving greater user self-sufficiency, competency, and customer satisfaction.
- Provide timely service in reviewing requests for HR systems access to ensure appropriate approvals have been secured and manage process through to completion.
- Inform requestors if training is required prior to granting system/role access and ensure requirements have been met.
- Commission and de-commission access to HR systems, through working with ITS and/or by updating systems directly.
- Research and stay current with technology and technological trends and / or best practices.
- Collaborate and share information with colleagues, managers, and other support groups.
- Respect diversity, promote equity and inclusion in the workplace.
- Undertake other duties as assigned in support of the unit or department.

**REQUIRED QUALIFICATIONS**:

- University degree or three-year post-secondary program with a concentration in computer programming and/or technology.
- 3 to 5 years work experience in computer hardware, software and desktop support, preferably within a university environment.
- Demonstrated experience/understanding of network concepts, technologies and protocols as implemented in supported Operating Systems.
- Familiarity with Queen’s University information technology and services would be an asset.
- Consideration may be given to an equivalent combination of education and experience.

**SPECIAL SKILLS**:

- Strong communication (oral and written) skills; ability to explain complex technical terms and concepts in a manner appropriate to the audience.
- Strong customer service orientation with an ability to respond quickly and professionally, being sensitive to client needs and adhering to confidentiality as required.
- Superb research and analysis skills to acquire information from clients, combined with excellent problem solving and troubleshooting abilities to address unique concerns or issues. Able to seek assistance or involve others as required, to achieve solutions.
- Ability to work on own with limited supervision as well as contributing positively and collaboratively to a team.
- Ability to establish and build effective working relationships and partnerships with the HRMS group, ITS and peers.
- Excellent organizational and time management skills to manage competing priorities and work on several tasks or projects simultaneously under urgent deadlines.
- Able to self-motivate and take ownership for learning by staying current with new technologies within IT industry.
- Advanced interpersonal skills with an ability to interact professionally with individuals at all levels and in all situations, demonstrating diplomacy and tact as well as active listening.
- Ability to adapt to a changing work environment and to acquire new skills as it becomes necessary.

**DECISION MAKING**:

- Determines appropriate times to deploy new hardware systems and software to staff; determines appropriate communications to send to staff about upcoming changes.
- Recognize and present ideas to promote, enhance and further develop HR processes.
- Identifies accessibility gaps and the impact to HR staff and clients.
- Applies appropriate corrective action to resolve a problem in an optimal manner, ensuring problem solution does not cause additional or other issues.
- Assesses a