IT Services Technician

The Position:

Reporting to the IT Support Manager, the IT Services Technician (ITST) is one of a number of IT team members responsible for the reliable operation of the University & IT infrastructure including servers, network devices, desktop and laptop computers, as well as mobile devices, printer/copiers, card access and mobile app access for electronic locksets and parking gates, etc.  The IT Services Technician primarily provides Level 2 hardware and software support, occasionally Level 3 support, and ongoing IT administration. The IT Services Technician analyses business needs in order to assist in providing software and hardware solutions, and performs project management using defined project management principles.

Responsibilities:

1. Assists others in using and troubleshooting hardware and software in an efficient and courteous manner.
2. Informs end users of current threats from malicious software and "social engineering" and what the best practices are to avoid them.
3. Effectively manages assigned hardware and software through configuring, installing, maintaining and troubleshooting at a Tier-2 level, seeking assistance from Level 3 support as needed.
4. Effectively manages assigned hardware and software through configuring, installing, maintaining and troubleshooting at a Tier-3 level. This includes network components (network switches, WiFi access Points) as well as VMware, server, and network attached storage support.  
5. Responsible for supporting various aspects of a variety of e-commerce solutions at Redeemer University, including hardware and software for POS, online shopping, and payment processing, as well as card and mobile app access for electronic locksets and parking gates.
6. Responsible for managing assigned projects using a defined project methodology.
7. Analyses business needs and assists others in determining hardware and software solutions that meet the needs of the particular stakeholders.
8. Assists in the maintenance of classroom technology and provides support to faculty experiencing problems using audiovisual equipment in the classrooms.
9. Participates with other members of the department in making recommendations for changes to improve the overall service of the department to the Redeemer community..
10. Participates in providing limited third-level technical support to faculty, staff and students experiencing problems with software in compliance with the IT Department & Service Level Agreement.

Preferred Skills and Attributes:

1. Must possess strong analytical and problem-solving skills
2. Must be an effective communicator, written and verbal
3. Must possess sound knowledge of computer hardware and peripherals as well as Microsoft Windows and Macintosh operating systems and software such as Microsoft Office Suite
4. Must have the ability to work cooperatively and collaboratively, demonstrate a spirit of service and have a willingness to assist others
5. Must have effective (or be willing to learn) project management skills, including the ability to organize tasks, delegate work, and manage timelines
   

Other Requirements:

1. Understanding of and commitment to Redeemer University (mission, vision, and Reformed Christian identity)

Education/Training:

1. One to two years' previous experience in technical support required
2. Software: Microsoft Office Suite, Adobe Production Suite, Help Desk software, open source software, Moodle (Discovery), POS software. Other software as needed to analyse the IT environment.
3. Operating systems: Windows, Mac OS, IOS, Android, Linux
4. Audiovisual equipment:
   "Projectors", displays, Zoom touchscreen tablets, AV controls at classroom podiums

Position Reports to: IT Support Manager

Expiry Date: Applications will be reviewed upon submission in an effort to expedite the hiring process.  Candidates are encouraged to submit applications as soon as possible.

Please note:  Applicants are requested to email their application materials (cover letter, resume, and statement of faith) in one combined pdf document.  The statement of faith should articulate your faith perspective and its relation to the mission of Redeemer University. A range of qualifications will be evaluated including distinguishing characteristics that demonstrate congruence with Redeemer's identity as a university in the Protestant and Reformed Christian tradition. Only applicants selected for an interview will be contacted. Accommodations are available upon request for candidates taking part in all aspects of the selection process.