Technical Support Assistant

Technical Support Assistant (Photo ID)

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**
The Technical Support Assistant (Photo ID) is a member of the Student Services and Operations Team. Responsibilities of the Technical Support Assistant (Photo ID) include scheduling, setting up, maintaining, and advising on student photo identification practices within the Queen's Student Admin PeopleSoft System and associated software/hardware system. The incumbent will train and supervise staff on the use of relevant software/hardware at all venues, as well as provide technical support for staff and students at exam sites and participate in user acceptance testing. The Technical Support Assistant (Photo ID) will also provide support with the day-to-day administrative duties of the office as needed.

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

**Job Description**:

**What you will do**
- Prepares content for online student activity guides and other communications including written material and videos.
- Provides setup and troubleshooting for computer hardware, software, printers, scanners and other desktop equipment.
- Tracks all support requests and activities, ensures resolution and/or escalates unresolved issues.
- Maintains documents and procedure manuals in support of all student record maintenance activities.
- Assists with special projects.
- 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.

**Required Experience**
- More than 2 years and up to and including 3 years of experience.

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**
- Communications
- Customer Service
- Database Management
- Educational Technology
- Information Technology
- Interpersonal Skills
- Organization
- PeopleSoft
- Software Support
- Technical Trouble Shooting
- Working Independently

**Reference**
- 288363