Technology Support Specialist - Jobs in Saskatoon, SK

Job Description

Technology Support SpecialistThe University of Saskatchewan (USask) proudly supports world-renowned innovators and groundbreaking researchers. Information and Communications Technology (ICT), as a strategic partner, enables courageous curiosity by empowering students, staff, and faculty to do more than thought possible with technology - boosting productivity, strengthening security, and enabling research success. As a research-intensive university in the U15, one the foundations of our mission is to support research and scholarly work across many disciplines. USask offers access to the university’s recreation and fitness services, ongoing professional development and mentorship, and a comprehensive benefits and pension program.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 campus services. The Technology Support Specialist applies strong customer service and communication skills to deliver verbal and written information while assisting technical and non-technical users; the specialist works collaboratively with stakeholders and team members from across campus to provide a high level of exceptional customer service.Nature of Work:. This position provides an opportunity to work closely and collaboratively with an array of engaging clients/projects and stakeholders from within USask. We are proud of the supportive and diverse IT Support team we have built. IT Support Services has a strong, ongoing, employee training program with opportunities to take part in mentorship programs and continuous improvement-based committees. We are a busy team with many opportunities to learn, grow and expand ones skill set while providing many career advancement opportunities within ICT. This position will be assigned to support various campus locations as required. Periodic evening or weekend work may be required.USask values diversity and Indigenous engagement is a strategic priority. In support of this priority, you will actively seek an understanding of diverse perspectives, including incorporating equity, diversity, and inclusion into your work.Accountabilities

• Support faculty, staff, researchers and students with videoconferencing technology, support for computers, mobile, multimedia, network use, email, common applications, 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 solutions have already been documented.
• Gather and analyze information about the user issue and determine the best way to resolve the problem. Escalate issues 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 our local knowledge base 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: The successful candidate will possess technical aptitude, people skills and experience with supporting technology and videoconferencing in a demanding enterprise environment. A degree or diploma in a relevant field with experience maintaining and operating a variety of technologies would be an asset.We appreciate that non-traditional career paths may have developed a candidate’s competency, and alternate combinations of education and experience may be considered.Skills: Strong customer service and communication skills 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. Willingness and aptitude to learn new technologies and processes. Effective time management skills, including the ability to work on several tasks at once and to prioritize competing priorities. Ability to collaborate in a team-oriented environment.Department: IT Support ServicesStatus: PermanentEmployment Group: ASPAFull Time Equivalent (FTE): 1.0Salary: The salary range, based on 1.0 FTE, is $49,301.00 - 77,033.00 per annum. The starting salary will be commensurate with education and experience.Salary Family (if applicable): Information TechnologySalary Phase/Band: Phase 1Posted Date: 11/28/2022Closing Date: 12/18/2022Number of Openings: 3Work Location: On CampusThe successful applicant will be required to provide the following current verification(s) where Yes is indicated below. Further information is available at: https://careers.usask.ca/tips-for-applying.phpCriminal Record Check: Not ApplicableDrivers License and Abstract Check: Not ApplicableEducation/Credential Verification: Not ApplicableVulnerable Sector Check: Not ApplicablePlease review the University of Saskatchewans health and safety requirements for faculty, staff and students in consideration of the COVID-19 pandemic.The University believes equity, diversity, and inclusion strengthen the community and enhance excellence, innovation and creativity. We are dedicated to recruiting individuals who will enrich our work and learning environments. All qualified candidates are encouraged to apply; however, in accordance with Canadian immigration requirements, Canadian citizens and permanent residents will be given priority. We are committed to providing accommodations to those with a disability or medical necessity. If you require an accommodation in order to participate in the recruitment process, please notify us and we will work together on the accommodation request. The University of Saskatchewan’s main campus is situated on Treaty 6 Territory and the Homeland of the Métis. We pay our respects to the First Nations and Métis ancestors of this place and reaffirm our relationship with one another. Together, we are uplifting Indigenization to a place of prominence at the University of Saskatchewan.Quick Apply

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