IT Systems & Services (ITSS) invites applications for two (2) Client Solutions Technician roles. Working as a member of a dedicated team supporting the UPEI Faculty of Medicine and Health Sciences Centre, the successful candidate(s) will collaborate closely with ITSS colleagues in delivering high‑quality, customer‑focused IT services to the campus community.
Support the use of computer hardware/software, enterprise IT systems and audio-visual systems by members of the University community, including such activities as:
Providing excellent customer service as a member our IT service desk
Providing assistance with the use of a wide variety of computer and network- based software, hardware, and services in-person, remotely, telephone, e-mail and collaboration tools through our Service Desk
Diagnosing and correcting a wide variety of software, hardware, and network problems
Triaging requests and assigning work orders/tickets to the appropriate technical support person(s)
Documenting work performed using established departmental methods
Demonstrating excellent customer service skills through active listening skills and leading by serving
Recommending appropriate IT solutions to stakeholders as needed including classroom/conference room audio visual and multimedia solutions
Installing and configuring new or replacement desktop computers, mobile devices, audio/ visual systems, and components using established departmental standards including imaging and configuration tools
Installing, configuring, and supporting new technologies in areas such as web conferencing, distance learning environments, teaching supports, and new administrative and academic systems
Installing and configuring endpoint computer software using established departmental standards
Other duties as assigned
A post-secondary degree or a minimum of a two-year College diploma in an IT related field along with two year’s work experience in a client support role or an equivalent combination of education and related work experience is required
Experience as a member of an IT helpdesk/service desk
Experience supporting enterprise IT systems in a large-scale environment
Experience with the installation, configuration, and use of the latest computer hardware, peripherals, audio/visual technologies and converging technologies
Experience supporting all current versions of Microsoft Windows, Apple macOS, iOS, ChromeOS and Android operating systems
Experience supporting Windows and Apple operating systems via Microsoft Intune and/or another MDM solution would be considered an asset
Experience supporting local area network equipment and TCP/IP protocols
Internet technologies and standards
Experience supporting a Microsoft Active Directory and Microsoft 365 environment
Experience with the installation, configuration, and use of microcomputer software including Microsoft Office, and other desktop applications
Experience with the identification and removal of malicious software
Experience with supporting web-video conferencing technologies, including Microsoft Teams
Experience supporting distance learning technologies
Experience with various classroom teaching technologies such Moodle and other LMS systems, desktop or cloud presentation software and remote presentation solutions
A strong commitment to excellent client service is a fundamental requirement for this position
Strong communication skills, both oral and written
A commitment to continuous, self-directed learning is required
