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Job Type:

Employee

Duration in Months (for fixed-term jobs):

N/A

Job Family:

IT Support

# of Open Positions:

1

Faculty/Service - Department:

IT, Faculty of Engineering

Campus:

SITE

Union Affiliation:

UOITP

Date Posted:

August 29, 2024

Closing Date:

September 09, 2024

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above

Hours per week:

35

Salary Grade:

UOITP Grade 09

Salary Range:

$71,990.00 - $89,506.00

About the Faculty of Engineering

The Faculty of Engineering strives to provide a learning environment that promotes excellence and innovation, ethical practice and responsibility towards society. Our workplace will challenge, energize and motivate you to be your very best while providing opportunities for career growth and professional development. Our work makes a world of difference in the lives of our students, who will become the next generation of leaders and change makers of our society. Our dynamic community is dedicated to building innovations that will not only help the advancement of technology, but solutions that will revolutionize the industry. We look forward to making the future TOGETHER!

*This position may be eligible for a telework arrangement.

 Learn more about our telework guidelines.

Position purpose:

Provide advice and technical support services to end users in a designated Faculty or Service in areas related to infrastructure, hardware, software, peripherals and other IT equipment. Provide these services in an effective and efficient manner that meets or exceeds established customer service standards. Offer recommendations about future planning and development of resources.

In this role, your responsibilities will include:

Diagnostic and repair services: Troubleshoot, repair and implement corrective actions to resolve IT user technical issues in a timely manner. Provide diagnostic and repair services to end users for hardware, software, infrastructure, peripherals and other equipment such as mobile devices, distance education tools, audiovisual and scientific equipment as required. May be required to provide support for the computing lab.

Monitoring and maintenance: Ensure consistent connectivity and accessibility by monitoring and maintaining hardware, software and peripherals to ensure acceptable service levels. Promote established University and Faculty/Service standards to ensure consistency of data security and integrity throughout the organization.

Access management: Manage access rights and accounts for users in faculty/service’s identity management system.

Technical installation services: Provide a wide range of technical installation services to internal clients for hardware services including computers, networks, and for other IT equipment such as network adaptors to ensure an efficient response to the user’s technology needs.

Software installation and upgrade services: Install, test and upgrade software to ensure it is current, registered and efficiently deployed for the client. Play a key role in deployment of large faculty projects. May be required to assist or plan completely the phase out deployment of these projects.

Application and tool customization: Perform minor modifications and enhancements to databases, web and administrative applications and electronic tools to configure them for installation and to improve or customize their functioning for clients according to each specific user’s needs.

Trend and needs analysis: Analyze requests and requirements for hardware, software and other IT equipment to determine future needs, purchase and order computers and related software and provide purchasing advice to the supervisor. Keep an inventory of the IT equipment and order as required.

What you will bring:

• College diploma in a related field or an equivalent combination of education and experience
• 3 years of experience in a technical support role
• Knowledge of University hardware, software, peripherals and security guidelines and standards
• Knowledge of networking protocols and technologies to configure and troubleshoot connectivity issues
• Knowledge of office automation software to support and guide users in their work
• Knowledge of mobile devices, distance education tools, audiovisual and scientific equipment
• Knowledge of established IT policies and procedures of the University in areas such as procurement and asset management and maintenance
• Experience with operating systems to install, diagnose and repair issues; ability to support large user groups
• Experience in the implementation of system upgrades
• Experience working in a customer service environment
• Ability to communicate technical knowledge and information to a nontechnical audience
• Analytical skills to diagnose and repair software, hardware and peripherals issues
• Ability to proactively keep abreast of new emerging technologies
• Ability to prioritize own work
• Bilingualism - French and English (spoken and written)

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.