Technology Support Specialist, IT Support Services

Primary Purpose

To provide campus wide technology and audio-visual (AV) support to faculty, staff and students. The successful candidate will guide and support clients in the effective use of technology encompassing audio-visual, multimedia equipment, endpoints and services. This requires proactive service as well as being able to review information about a user issue to prioritize and determine the best way to resolve the problem effectively, and escalating incidents if necessary to resolve issues quickly and appropriately. The Technology Support Specialist applies strong customer service and communication skills to deliver verbal and written information to assist technical and non-technical users and works collaboratively with stakeholders and team members from across campus to provide a high level of consistent customer service.

Nature of Work

This position is actively involved in supporting technology used in a distributive education model. This position will regularly provide users with advice and guidance by phone, email, and in person as well as troubleshoot equipment problems under time pressure while exhibiting tact and diplomacy. This position provides level 1 support, using remote access when appropriate, and may also provide level 2 and 3 support where configuration solutions have already been documented. This requires working closely and collaboratively with clients, team members and stakeholders. Support is provided face-to-face or via telephone, remote access tools, e-mail and chat. Resolution will involve the use of diagnostic and IT help request tracking tools. The position requires a strong practical base of knowledge and experience supporting AV and multimedia hardware, endpoint hardware and systems and applications in an enterprise- networked environment. This position will be assigned to support various campus locations as required. Periodic evening or weekend work may be required.

Accountabilities

• Support faculty, staff, researchers and students with videoconferencing technology, support for computers, mobile, multimedia, network use, email, common applications, research and applications specific to each department, face-to-face or per remote access.
• Delivery, on-site setup, and support of all multimedia equipment including multimedia carts, data projectors, wireless audio systems, monitors and video displays, video streaming and conferencing systems.
• Ensure all IT related support requests are captured and recorded within ICT’s official ticket response tracking system. Prepare activity summary reports.
• Coordinate service requests matching client needs with available technology solutions.
• Install, manage and support endpoint equipment based on Windows, Macintosh, and mobile operating systems including iOS, and Android.
• Provide level 1 support and provide support for identified level 2 and 3 issues where configuration solution have already been documented.
• Gather and analyze information about the user issue and determine the best way to resolve the problem. Escalate to the appropriate group if necessary.
• Follow established processes and document new knowledge in a central location.
• Evaluate documented resolutions and analyze trends for ways to improve future interactions.
• Build a strong rapport with customers.
• Apply diagnostic utilities to aid in troubleshooting.
• Access knowledge bases and FAQ resources on the Internet/Intranet to aid in incident resolution.
• Develop documentation related to customized tasks, procedures and services.
• Perform other related duties or projects as required.

Qualifications

A successful candidate will possess technical aptitude, people skills and experience with supporting technology and videoconferencing in a demanding enterprise environment. A two-year diploma in a technical-related field is required. This role requires a minimum of three years of experience maintaining and operating a variety of multimedia. Experience providing hands on level 1 and 2 support - installing, configuring and troubleshooting operating systems and software under Windows, Macintosh and Linux are desired assets. Must have experience operating and performing minor maintenance on all types of multimedia equipment. Experience in installing and supporting mobile technology solutions in an enterprise along with networked point of sale systems would be considered an asset.

Skills

Experience working in a team-oriented, collaborative environment. Strong customer service and communication skills in English to deliver verbal and written information for technical and non-technical users. Active listening, questioning skills, and strong documentation skills. Ability to effectively prioritize and execute tasks in a time sensitive environment. Ability to work with a range of technologies (e.g., video and web conferencing systems, web browsers, email, calendaring, mobile devices, printers, multimedia carts, data projectors, wireless audio systems, monitors and video displays) and to learn new technologies. Effective time management skills, including the ability to work on several tasks at once and to prioritize competing priorities.

Competencies

Competencies are attributes, behaviors, manner and style of how skills and knowledge are applied to the position. The competencies below are the desired attributes, which support the University of Saskatchewan’s strategic directions and people values. For a detailed listing of the University of Saskatchewan’s competencies, visit: http://working.usask.ca/documents/recruitandhire/recruitmentandemployment/competencies.pdf.

This position is in scope of ASPA.