The Technology Support Specialist provides first level technical support and troubleshooting for all current services and applications, including computer, networking and software applications for all workstations within all locations at Western Libraries.
The Western Libraries environment consists of both staff and public workstations, both desktops and mobile devices. The role will use software tools to create and support that structure and will provide access and support for the suite of applications and services provided by the workstation environment.
The Technology Support Specialist is responsible for the physical deployment and functionality of the workstations and devices, and provides first level technical support for the leaders, staff and patrons who use these workstations and devices, and ensures that any technical questions are resolved in a timely fashion, either directly or by escalating the issue based on the severity and / or complexity.
The Technology Support Specialist also provides the support and maintenance of the network of workstations, public and staff printers, multimedia equipment, and in the configuration and installation of software needed by users, ensuring appropriate security, backup and recovery procedures are implemented and procedures and documented.
College diploma in Electronics Technician, Computer Programming, Computer Systems, Information Management, Information Technology or a Related field
Undergraduate degree in Computer Sciences or related field is preferred
A+, Lenovo, HP and / or Dell IT certifications would be an asset
2 years’ experience providing customer technical support including supporting a variety of operating system software, hardware, application software, and networking experience using workstations, laptops, mobile devices, and servers
Experience providing hardware and software support and service in an academic IT environment is preferred
Knowledge, Skills & Abilities :
Familiarity with system administration, including computer networks, operating systems, and applications software
Familiarity with project management tools and resources
Communication skills to describe technical concepts effectively to both novice and sophisticated users and to write clearly, and adapt style and content for intended audiences in a professional manner
Ability to work in a manner that models best practices in confidentiality standards
Ability to provide solutions and ideas for improvement by using imaginative approaches where constructive thinking and innovation are required
Ability to understand customer needs and expectations and provide excellent customer service to directly and indirectly satisfy expectations
Adapts readily and effectively to changing priorities and demands
Ability to work independently and maintain direction and focus through proactive planning and organized approaches to work
Excellent troubleshooting ability along with hands-on expertise in technical support
Intermediate computer skills in Microsoft Office Suite
Multi-tasking skills to prioritize and consistently produce high-quality work within deadlines
Proven ability and natural inclination to develop relationships by interacting with people in a professional, respectful, and diplomatic manner