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.
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
Knowledge of audio-visual systems and devices; design, cabling and termination skills;
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
Available to work evenings and weekends
Bilingualism – French and English (spoken and written); to be considered for this position, candidates must be rated at the Low Advanced proficiency level 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.
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.
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.
Applications from employees belonging to the bargaining unit PIPSC will be considered first. Priority will be given to employees who have an entitlement as defined by their collective agreement or university policies. The University also accepts external applications, they will be selected in second place. 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).