Information Technology Technician
University of Waterloo
Waterloo, ON, CA
2d ago

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.

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

    A proven track record of customer service excellence required

    Strong written and oral communication skills are essential

    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

  • When required, working on IT equipment in Laboratories wearing appropriate safety gear as required
  • May be subject to working outside of normal University business hours
  • Physical lifting is required, working with hand tools, working in loud (fan noise) server rooms
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