University of Waterloo

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Information Technology Technician

Information Technology Technician

Requisition ID 
2018-2840
Job Category  
Engineering
Department 
2125 - Civil and Environmental Eng.
Job Status 
Temporary Appointment (Contract)
Hiring Range 
$44,335 - $55,419

More information about this job

Overview

The IT Technician will be responsible for helping support the computing needs of the Faculty, Staff, Graduate and Undergraduate students in the Department of Civil and Environmental Engineering. This is a customer-focused front-line position where a variety of skills are needed to work within the complex ecosystem of IT solutions that exist on campus. The IT Technician will be the hardware specialist for the IT group, with the primary responsibility of resolving equipment related issues.

 

This is a 13 Month Term. 

Responsibilities

IT Equipment Hardware Support

  • Primary point of contact for the physical installation of IT equipment, including but not limited to: desktop and laptop computers, multi-functional printers, servers, network equipment, AV equipment, security systems, UPS units etc.
  • Procure IT equipment for teaching, research and administrative use from a standard supplier list
  • Maintain IT equipment as required
  • Provide asset management services that track equipment lifetime

IT Helpdesk Support

  • Create and assign service requests for team; requests come through various means (online request, email, phone, in person etc)
  • Resolve assigned tickets in a timely manner
  • Be familiar with all campus IT processes and policies to be able to accurately direct clients to the appropriate group when assistance is required from outside the department

Network Support

  • Primary contact for departmental cabling and networking requirements
  • Work in tandem with Engineering Computing and Information Systems and Technology to build and maintain our computer networking equipment
  • Ensure that all departmental network documentation and port mapping is accurate and current

Workstation Deployment

  • Work with the IT Specialist to deploy or replace computer workstations within the department
  • Assist clients with issues that arise from the deployment and follow up with service tickets
  • Maintain systems and recommend changes and upgrades as needed

Qualifications

  • IT related degree, diploma, or equivalent certification(s), education and experience
  • 1+ year(s) of practical experience maintaining, installing and troubleshooting computers and associated peripherals
  • Previous IT Service Desk or Helpdesk experience preferred
  • Strong written and oral communication skills are essential
  • A proven track record of customer service excellence required
  • Proficient in the use of Office 365/MS Office suite
  • Ability to prioritize and operate with a sense of urgency
  • Proven capacity to manage competing priorities in a high volume environment
  • Attention to detail and accuracy are essential
  • Genuine interest in enhancing and improving customer service
  • Strong interpersonal skills with the ability to interact in a positive and supportive manner with team members and customers alike
  • Demonstrated ability to diffuse sensitive customer service issues with tact and diplomacy
  • Equally comfortable providing customer support via email, phone or in person
  • Proficient knowledge of desktop computer hardware
  • Experience using an asset management system
  • General server knowledge
  • Ticketing system knowledge
  • Experience using Active Directory to manage computing domains
  • Content Management System knowledge