Classification & Regular HoursHours per Week: 35
Salary Grade: 14
The base salary will be $67,680 - $96,590 per annum. Starting salary will be aligned with the successful candidate's experience, skills, and demonstrated qualifications.
ResponsibilitiesThe Technology Support Specialist - Help Desk is a key member of the Services & Application Support Team. The role is responsible for providing mentoring and coaching to more junior Help Desk staff and assisting to coordinate their daily tasks and activities. The role is the first escalation point within the team for more complex issues submitted to the Help Desk. The role provides 1st level technical support for all Western Technology Services (WTS) services and applications such as Western Identity Management (IDM), Telephony, Microsoft 365, Atlassian Jira & Confluence, Web Content Management System (WCMS) and Learning Management System (LMS).
The Technology Support Specialist - Help Desk ensures that all clients who use these services and applications have any technical questions resolved in a timely fashion either by themselves, by junior staff within the Help Desk or with assistance from 2nd level support within the team or from others within WTS.
QualificationsEducation:
- College diploma in an information technology field or a university degree with a minor in an information technology field
- Relevant Information Technology certifications an asset (e.g. Microsoft 365 certifications, Atlassian certifications, WTS project management courses, etc.) preferred
- University Degree Majoring in Computer Science or an Information technology field preferred
Experience:
- 4 years experience providing technical and customer support in a higher education IT environment
- 3 years experience providing technical and customer support with Western's major WTS supported services and applications such as Identity Management, Telephony, Microsoft 365, Atlassian Jira and Confluence, LMS and CMS preferred
Knowledge, Skills & Abilities:
- In depth knowledge of commonly-used concepts, practices, and procedures to support campus wide applications including computer accounts, corporate data, email, Jira, Confluence, LMS, IDM and WCMS
- In depth knowledge and expertise with Western IDM
- In depth knowledge of VoIP telephony technologies
- In depth knowledge of Jira and Confluence
- In depth knowledge of email delivery technologies such as SPF records
- In depth knowledge of computer system administration, including computer networks, operating systems, and application software
- Ability to work independently and collaboratively in a team environment
- Seeks and shares relevant information, opinions, and judgments
- Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions
- Applies new knowledge and skills to practical use on the job; furthers learning through experience in practicing new approaches and behaviors
- Strong presentation skills with demonstrated ability to conduct training sessions and instruct others
- Strong customer service skills to handle inquiries and resolve issues in a professional and timely manner
- Ability to understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy those expectations
- Ability and willingness to stay abreast of technological developments in all IDM applications
- Ability and willingness to stay abreast of technological development and adapt efficiently to emerging priorities
- Demonstrated oral and written communication skills to effectively interact with technical and non-technical users from internal contacts up to senior management
- Ability to write clear, concise procedural documentation
- Ability to build and maintain lasting relationships with other departments and key business partners
- Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines
Please Note:This position is an existing vacancy. This position is fully in-person, on-site. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.
