University of Waterloo

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Information Technology Specialist

Information Technology Specialist

Requisition ID 
2016-1260
Job Category  
IT
Department 
2425 - Mechanical & Mechatronics Eng.
Job Status 
Regular Full-Time
Hiring Range 
$53,120 - $72,293

More information about this job

Overview

The Information Technology Specialist (IT Specialist) is responsible for the provision and support of all information technology, video conferencing systems and related computing systems in the Mechanical and Mechatronics Engineering Department. These responsibilities include management of computing environments and supporting infrastructure, as well as enabling and improving outcomes for administrative, teaching, and research computing in the department.

Responsibilities

Client Service

  • Provide excellent client service to the Mechanical and Mechatronics Engineering Department and associated faculty, staff, individuals and groups in their use of computing and related technology.
  • Work with clients to understand and resolve their computing and related technology issues.
  • Provide guidance and technical advice to clients.
  • Document client requests.
  • Provide timely responses to initial requests for information or assistance through the Request Tracking ticketing system, prioritizing response among multiple requests.
  • Resolve problems in a timely fashion where the incumbent has the required skills and resources. Forward problems to those who are best suited to solve them based on expertise and resource availability.
  • Keep clients informed of the progress toward resolution of their issues.
  • Develop the skills (appropriate to the incumbent’s USG level) to resolve client issues directly.
  • Communicate with clients and peers effectively, clearly, and with empathy.
  • Provide documentation for both technical and non-technical audiences.
  • Stays up to date on developments in the information technology marketplace to assess and identify potential solutions to serve the department’s needs

Systems Management

  • Support, manage, and improve the department's computing infrastructure and related processes.
  • Specify, purchase/acquire, and test computer hardware and software.
  • Manage the hardware lifecycle, from provisioning and deployment through decommissioning.
  • Specify, test and deploy Windows 10, Ubuntu, MAC IOS, Windows Server and Linux Server operating system on various hardware platforms
  • Test and deploy application software such as antivirus, malware, MatLab, Ansys SolidWorks.
  • Manage Active Directory for the department’s organizational unit
  • Manage large and complex computing environments such as high performance server cluster farms and the department’s GPU environment
  • Manage and maintain critical network services like DNS, DHCP and department network switches.
  • Document systems, processes, and procedures on the department’s SharePoint system.
  • Diagnose, resolve and monitor system and application problems such as loss of network connectivity, virus issues and security operating systems patches
  • Support, manage, and maintain the department’s video conferencing online teaching environment
  • Work with clients to configure, test, and broadcast online courses; train clients to use system

Application Development

  • Provides online software solutions through development or procurement to maximize the efficiency of administrative systems and integrate software solutions to satisfy diverse computing needs for day-to-day operations
  • Provides support of a customized data management system for department using python, php, C++, java scripting, etc.
  • Provides support for requirements definition, functional design, configuration, implementation, testing, training and documentation to deliver online data solutions; 
  • Assesses client needs, recommends solutions and creates customized system for tracking and utilizing department, business data;
  • Ensures compatibility and interoperability of database (MySQL, MS SQL)with other University databases and computing systems;
  • Consults with users on current or proposed procedures, problems, and requirements in order to define systems needs and streamline administrative work flow;
  • Facilitates effective database solutions that meet regulatory requirements and departmental obligations;
  • Ensures a high level of availability, security, data integrity for custom-built applications;
  • Maintains software to create reliable technology solutions that increase staff productivity;
  • Troubleshoots problems and errors in software and improve data processing efficiency, effectiveness and user satisfaction

Services Development

  • Design and development of new technical services and procedures in support of the department's mission.
  • Identify, propose, and acquire or develop applications and technological solutions to support the School's academic and research missions.
  • Manage technical projects using best practices to achieve successful outcomes.
  • Recommend enhancements and improvements to systems and processes; provide guidance on technological evolution

 

 

Qualifications

  • A university degree in a computing discipline together with relevant experience, or an equivalent combination of education and experience.
  • A background in hardware break fix of laptops, desktops, printers, active directory administration, DNS, DHCP, virus / malware removal, desktop imaging, operating system deployment and configuration.
  • Experience with various programming languages (java scripting, python, PHP, etc.) along with database development and administration.
  • Strong client service skills and demonstrated ability to work as part of a team.
  • Ability to learn quickly and adapt to change.
  • Ability to apply abstract thinking to solve complex problems.
  • Able to work with minimal supervision.
  • Good organizational, time management, and communication skills
  • Occasional requirement for work to be done outside of office hours due to special events, emergency situations, or to minimize disruption to clients.