Technology Specialist 1

2 weeks ago

Waterloo, Canada Perimeter Institute for Theoretical Physics Full time

As the **Technology Specialist 1** you will ensure the delivery of technology services and high-quality customer service to support academic, scientific, and administrative activities at PI. In this role the **Technology Specialist 1** will provide first level technical support to all PI residents and serve as a liaison between the Technology Service department and the PI community.
**Primary Responsibilities**
- Provide direct technical guidance and support to end-users
- Ensure service requests and incidents are logged, assigned, and resolved in accordance with service level agreements and service management best practices
- Serve as a liaison between PI community and L2/L3 technical staff
- Hardware/OS: Laptops/Desktops, cellphones, tablets, etc.
- Security: Antivirus, encryption, VPN
- Centralized storage: Dropbox and Dropbox synchronization
- Productivity software: Google apps, MS Office apps, Gmail
- Collaboration: Slack, Zoom
- Maintain a current end-user systems inventory
- Create and maintains end-user documentation
- Monitor and assist with maintaining IT’s PION web pages and ensure the accuracy of information
- Work with different technology units to develop and deliver end-user training and security best practices
- Provide technical support for IT centralized services: printers, communication technologies
- Provide offsite technical support to Perimeter owned apartments
- Provide user-level support and troubleshooting of classrooms and meeting rooms
- Assist the Media Technology group in providing support for meeting setup, collaboration technology support, and lecture capture
- Support, as required, other technology groups on meetings, events, and conferences
- Support on-boarding/off-boarding processes as dictated by PI policies
- Respond and escalate Information Security Incidents
- Participate and provide technical support in vendor technology reviews and procurement processes
- Participate in emergency incident response procedures and digital forensics
- Participate in the 24/7 technology services on-call rotation
- Perform other duties as assigned and participate in project teams as required

**Required Education, Knowledge and Abilities**
- Completed post secondary education in an IT related field complemented by IT related industry certifications which focus on management of on-premises/cloud systems, and Operating Systems
- 0-3 years of experience providing Level 1 IT technical support (Ideal new graduate opportunity)
- Excellent verbal and written communications skills
- Strong organizational skills, accuracy and attention to detail, excellent problem-solving skills, ability to handle multiple priorities, work under short deadlines and manage changing priorities
- Proven ability to be discreet and to maintain confidential information
- Ability to work with various types of users and explain technical details to non-technical individuals in person and online
- Knowledge of current hardware and new computing technologies and a professional approach and positive attitude with a willingness to learn new technologies
- Experience with Linux, MacOS, and Microsoft operating systems
- Familiarity with computer networking fundamentals
- Ability to diagnose software, hardware and network issues
- Deals with difficult situations with tact and diplomacy seeking to resolve problems

**Covid-19 Safety Measures at Perimeter Institute**
Please visit our website for information about our current Covid-19 Safety Measures and Policy

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