Connect-IT - Fall Staff Member

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

Western's Housing and Ancillary Services department creates a supportive, inclusive community for students to live, learn and flourish. Residences at Western University are some of the best in the country with the Globe and Mail's student satisfaction survey placing Western's residences number one for eleven consecutive years Connect-IT delivers high quality, secure and cost-effective internet technology services and support to the students living in residence. Connect-IT also strives to provide the best staff experience to the student staff who work for us

A Connect-IT Technical Support team member provides technical support to students living in residence at Western University and Huron University College. They provide technical assistance over the phone on our support hotline, and in-person assistance in student's rooms. They must write detailed, relevant, and accurate tickets to document customer service interactions. They will act as a positive contributor to the Connect-IT student staff team, maintaining a personable and approachable manner with all client and staff interactions. The successful candidate will have the ability to work with students from a variety of racial, cultural, and lifestyle backgrounds. They will take guidance from their supervisor and work productively and courteously with their work team and other members of the Western community.

Time Commitment

Workload is heaviest at the very beginning of the year and becomes much lighter with more flexible hours after the 2nd or 3rd week of September. The Connect-IT team should expect to work 25 – 35 hours during the week prior to the start of classes in September. Once classes begin in the fall, the commitment will be hours a week. Exceptions will be made for night classes and other academic responsibilities. By the end of September, time commitment will lessen to 3 – 6 hours a week.

Qualifications:

• Strong and effective communication skills, demonstrating a friendly and approachable demeanor
• Ability to interact professionally with a diverse group of students
• Ability to work productively in teams
• The successful candidate must be able to participate in paid job training and seasonal preparation starting one week prior to Labour Day

Education:

• Must be a full time student at Western (enrolled in minimum 3.5 courses), and expect to retain full-time student status for the duration of this appointment

Experience:

• At least one year of experience in customer service preferred
• At least one year of experience in providing IT technical support preferred

Skills, Abilities & Expertise:

• Written and verbal communication skills to express ideas clearly and adapt communication style to suit the situation and audience
• Ability to write relevant, complete, and accurate tickets for customer interactions
• Ability to maintain a positive, outgoing attitude with genuine customer service orientation
• Ability to follow processes and practices with high attention to detail
• Demonstrates integrity and works in accordance with Western's policies and procedures
• Effective oral and written communication skills
• Ability to interact professionally with a diverse group of clients and staff
• Ability to work productively in teams and take direction well
• Experience providing technical support via telephone and in-person interactions
• Experience in both Windows and macOS operating systems
• Demonstrates willingness to tackle difficult problems or calls
• Personable and courteous in working relationships with colleagues, students and the public
• Ability to prioritize and organize a fluctuating work load, working effectively with little direction
• Ability to work independently and effectively as a member of the team to achieve department goals
• Ability to work in a manner that is compliant with confidentiality requirements as applicable

Western offers a broad and exciting variety of part-time and temporary employment opportunities with ample room for job exploration and growth. Within our beautiful campus, you are part of a progressive work environment that promotes work/life balance including access to our state-of-the-art recreation centre. Apply for an opportunity to be part of the Western community and contribute to its success

Western, like many postsecondary institutions in Canada, is moving beyond sole reliance upon Indigenous self-identification in its hiring processes. This is to safeguard against the use of incorrect, incomplete, or misleading information in circumstances in which a candidate has made a declaration of Indigenous citizenship or membership. Candidates who are invited for an interview or who are short-listed, and who have made a declaration of Indigenous citizenship or membership for material advantage at Western, including where required or preferred for the position, will be asked to have their declaration of Indigenous citizenship or membership affirmed through a relational accountability process, led by the Office of Indigenous Initiatives (OII), that is consistent with Indigenous ways of knowing, being, and doing. Please contact the OII directly for details on the affirmation processes: The policy can be viewed at: POLICY Affirming Declarations of Indigenous Citizenship or Membership at Western University.

To ensure that your application is given full consideration, please complete all relevant sections of the application. In addition, you can choose to supplement your application with a cover letter and current resume.

Consideration of applicants will include an assessment of previous performance, experience, and qualifications. Applicants should have oral communication skills in English.

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources or phone

This position is an existing vacancy. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.