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Job Type:

Employee

Duration in Months (for fixed-term jobs):

6

Job Family:

IT Support

# of Open Positions:

1

Faculty/Service - Department:

IT Service Management, Helpline

Campus:

Main Campus

Union Affiliation:

UOITP

Date Posted:

October 09, 2024

Applications must be received BEFORE:

October 21, 2024

Hours per week:

35

Salary Grade:

UOITP Grade 08

Salary Range:

$64,460.00 - $80,147.00

About Information Technology:

Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength are the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome.

In a nutshell: working here is challenging and rewarding. It’ll bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all this minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Position Purpose
Reporting to the Senior Analyst, IT Support, the incumbent is the first point of contact for end-user computing support. Provides front line technical support and troubleshooting for computing problems related to end-users. Records all incidents, including initial client information, troubleshooting information and incident escalation using the problem management system. Collaborates closely with other IT professionals to ensure achievements of service level objectives.

In this role, your responsibilities will include:

• Technical Support: Provides first-level technical support services to address the needs of clients in a networked environment. Analyzes, isolates, debugs and solves problems by providing corrective action to technical problems (both hardware and software). Installs, tests and upgrades software and hardware. Plans detailed expansion and modifies operating system parameters to accommodate expansion and permit access to network services.
• Operating Systems: Manages and troubleshoots network access rights. Creates and deletes computer accounts for both internal and external clients. Administers the printer queues, detects and troubleshoots printer problems. Troubleshoots hardware and software problems for end-users. The incumbent avoids transferring incidents/service requests to second level support by providing resolution on first contact to customers whenever possible.
• Documentation: Develops and maintains meaningful records. Prioritizes incidents and requests. Records and documents all incidents and client requests including software and hardware problems, system crashes as well as client information. Assesses the impact of the incident to determine its severity upon the organization. Generates a solution for the client using the problem management system. Documents, develops and maintains information and frequently asked questions for the problem management system, knowledge base as well as self-serve information available on the CCS Web site. Writes and suggests articles for the CCS news bulletin
• Work Assignments: Escalates incidents/problem to CCS resources or to the higher levels analyst for resolution. Identifies service deviation, problems where root cause is unknown and incidents that have no available work around. Seeks and identifies the resource that has the accesses, rights, privileges and expertise to solve reported incidents and requests and the resource that will ensure effective and expedient resolution. Identifies when incidents require an on-site visit and the problems needing a 2nd level of intervention. Use discretionary judgment to escalate problem incidents to senior resources when immediate action is required
• Service Development: Works closely with the Manager and Senior Analyst to improve the efficiency of the Computing Help Centre operations by providing suggestions and input for service improvements. This includes demonstrating initiative in collectively improving working methods for the Centre.

What you will bring: 

• College Diploma in Computer Science, Information Technology or related field or equivalent experience.
• Minimum 2 years of experience in a technical support role. 
• Knowledge of computer hardware including personal computers, printers and peripherals such as modems and Ethernet adapters.
• Knowledge of the University’s established IT strategies, policies and procedures and how to apply these to client requirements.
• Experience with PC Operating Systems (Windows).
• Experience with Macintosh hardware and operating. 
• Experience troubleshooting TCP/IP and IPX networking protocols.
• Experience using Internet Tools such as browsers and FTP clients.
• Experience in creating software scripts.
• Ability to communicate technical concepts in a non-technical manner.
• Ability to proactively keep abreast of new emerging technologies.
• Ability to foster professional relationships with clients.
• Bilingualism - French and English (written and spoken).

#LI-Hybrid #LI-DP1

Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa: 

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact [email protected] to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.