Lead Client Support Specialist, Technology Solutions Centre - Jobs in Winnipeg, MB

Job Description

Responsibilities:

• Assesses, documents and establishes the priority of all technical incidents reported through multiple communication channels.
• Provide first-level support by either restoring IT services to their normal function as quickly as possible, or assigning the incident to the correct second or third level specialist support group for more complex investigations and resolutions.
• Able to provide first-level support for any product or service TS supports such as, but not limited to:
  • Desktop computers, laptop computers, printers, and related peripheral devices
  • Telephone equipment and business machines
  • Connectivity issues with networking equipment
  • Both packaged software programs and internally customized ones
  • Microsoft Windows operating system and Microsoft Office applications
  • MacOS operating systems and applications
• Perform routine technical account administrative functions.
• Throughout the process, inform users at regular intervals about the status of their incidents and requests.
• Develops and maintains knowledge base information. Updates the Support Knowledge Base in a structured and quality-assured manner, so that future incidents can be more efficiently processed.
• Assist clients in the effective use of computer tools and applications supported by Technology Solutions.
• Assess and document all service requests reported through multiple communication channels.
• Fulfil service requests by either delivering the requested service or coordinating the resolution with Specialist Support Groups.
• Ensuring that all requests of a confidential nature are transferred to management to fulfil.
• Process more complex requests with regards to network file folders and email accounts (both personal and departmental).
• Acts as main resource providing advanced technical information, answers and guidance with regards to technical support issues to the Service Desk team.
• Develops and/or generates service management reports.
• Supports the Manager in IT Service Management initiatives.
• Contributes to enterprise-wide client communications.

Qualifications:

• Completion of College diploma or University degree in a related discipline.
• Completion of a program or courses in IT Service Management, preferably from industry organizations such as the Help Desk Institute or ITIL preferred.
• Completion of a program or courses in technical support such as CompTIA (A+), Cisco (i.e. CCT), Microsoft (MOS, MTA, MCSA) or similar preferred.
• 2 years of experience in a client service setting with the focus being on supporting technology products and services required.
• Knowledge of LAN/WAN/Wi-Fi network protocols, Microsoft Windows Server, Active Directory and Internet protocols (LDAP, HTTP, DNS, SMTP, etc.) required.
• Intermediate technical knowledge and ability to troubleshoot and resolve issues with:

• Desktop and laptop computers
• Printers and related peripheral devices
• Email – both client software and hosted systems (troubleshoot, not resolve)
• Telephone equipment and business machines
• Network services including local area networks and wireless services
• Both packaged software programs and internally customized ones
• Microsoft Windows operating system and Microsoft Office applications
• MacOS operating systems and applications

• Demonstrated ability to perform advanced Active Directory functions, including the creation and configuration of user accounts and file shares.
• Demonstrated ability to use call tracking software to document and manage issues through to resolution.
• Knowledge and/or training in client support best practices.
• Knowledge and/or training in IT security best practices.
• Excellent verbal and written communication skills. Including the ability to communicate policies, procedures and complex technical issues to the client as related to technology tools, technical accounts, security administration and applications supported by TS, in business terms appropriate to the client.
• Excellent interpersonal skills working with all levels of University faculty and staff.
• Ability to deal with challenging situations in a positive, calm and professional manner.
• Attention to detail, ability to think in the abstract and adjust to rapidly changing environment.
• Knowledge of core UW software considered an asset.

An equivalent combination of education, experience, skills, knowledge and abilities may be considered.Condition(s) of Employment:

• Must be legally entitled to work in Canada.

Note: The work described in this posting will be conducted in-person.The University of Winnipeg has a Mandatory COVID-19 Vaccination Policy that requires all those coming to designated indoor campus spaces to provide proof they are fully vaccinated. The Policy was suspended effective May 2, 2022. However, prospective employees should know that the Policy may be reinstated in the future based on changing public health circumstances.The University of Winnipeg is committed to equity, diversity and inclusion and recognizes that a diverse staff and faculty benefits and enriches the work, learning and research environments, and is essential to academic and institutional excellence. We welcome applications from all qualified individuals and encourage women, racialized persons, Indigenous persons, persons with disabilities, and 2SLGBTQ+ persons to confidentially self-identify at time of application.If you require accommodation supports during the recruitment process, please contact Shelby Phillips, HR Assistant at sh.phillips@uwinnipeg.ca.The personal information of applicants is collected under the authority of the University of Winnipeg Act and 36(1)(b) of the Freedom of Information and Protection of Privacy Act. All personal information collected via the recruitment process is used to assess the applicant’s suitability, eligibility, and qualifications for employment, and to otherwise support recruitment activities. This information will be provided to participating members of the recruitment process. Questions regarding the collection of your personal information may be directed to the Director, HR Services, 515 Portage Avenue, Winnipeg, MB, R3B 2E9 or 204.786.9066.Quick Apply

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job
• SimplyHired OnDemand

Stay Connected