Computing Analyst, Help Centre (Reposting)
University of Ottawa
Ottawa, ON
Position Purpose
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.

The University has been recognized as one of the National Capital Region’s top employers in 2018. The main campus, located at the heart of Ottawa’s downtown core, gives you access to a range of services, including fitness facilities and popular food outlets. As an employee, you will be working in a multicultural environment that fosters diversity, inclusion, respect and appreciation. To encourage you to feel at home, the University has created a work environment that promotes health and well-being and facilitates a healthy work-life balance.

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.

Essential Qualifications
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)

Key Competencies

Key competencies required at the University of Ottawa:
Planning: Organize in time a series of actions or events in order to achieve 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. Be proactive and self-starting. Show availability and willingness to go above and beyond expectations whenever possible.
Service Excellence: Reflect a positive attitude, demonstrate competence and professionalism, treat members of the community with respect, exercise care, devote full attention and find solutions. (Visit the section "Useful links" on the home page to read the detailed definition).
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal. Accept and give constructive feedback. Adjust own behaviour to reach team goals.

Note
All qualified candidates are invited to apply; however, preference will be given to Canadian citizens and permanent residents. The University of Ottawa is an equal opportunity employer. We strongly encourage applications from women, Aboriginal peoples, persons with disabilities and members of visible minorities. If you are invited to continue the selection process, please notify us of any particular adaptive measures you might require.

Temporary assignment or contract of 06 months, with possibility of renewal. Eligibility to benefits and union affiliation will be determined upon hiring. All applications will be considered equally. To obtain a temporary assignment, internal candidates must receive approval from their immediate supervisor. Schedule with an average of 35hrs/week. Workshops offered by Leadership, Learning and Organizational Development that you have taken may be considered an asset if you apply for a position at the University. Don’t forget to list them on your CV. We thank all candidates for applying. We will only contact candidates selected for further consideration. Any information you send us will be handled respectfully and in complete confidence. Remember to upload a copy of your diploma(s) or a certificate of merit as well as a current version of your CV into the My documents section of your career profile (please include the job ID number, i.e. J0000-0000, in the title of your document).