Job Description

Date:

May 20, 2025

Location:

Brantford, CA

Company:

Wilfrid Laurier University

Department:

Information and Comm. Technologies

Job Type:

Limited Term

Full-time/Part-time:

Full Time (>=1249 hrs/year)

Campus:

Brantford

Reports to:

Manager, ICT AVIT Projects & Support

Employee Group:

PAG

Application Deadline:

05/27/2025

Requisition ID:

9282



Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier's thriving community has a place for everyone.



Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Laurier's Waterloo, Kitchener, and Brantford campuses are located on the shared traditional territory of the Neutral, Anishnaabe, and Haudenosaunee peoples. This land is part of the Dish with One Spoon Treaty between the Haudenosaunee and Anishnaabe peoples and symbolizes the agreement to share, protect our resources, and not to engage in conflict. Laurier's Milton campus is located on the traditional territory of the Mississaugas of the Credit, and part of the Nanfan Treaty of 1701 between the British Crown and the Haudenosaunee Confederacy.

Position Summary

====================



The Client Technology Specialist is responsible for providing end user 2nd level and 3rd level hardware/software support, wired and wireless network assistance, an AV media technology support to all Laurier departments and students while working on continuous improvement for service and technology. This includes providing excellent quality technical support and resolutions to incidents and problems and maintaining an appropriate level of knowledge in all university standard hardware, software, and peripherals including smart phones. The incumbent will work within the defined service delivery model ensuring service tickets are prioritized, responded to, resolved, and documented in the Service Management tool.






The Client Technology Specialist is client service focused, and able to professionally communicate, engage, follow up and collaborate with faculty, staff, students, and technical support staff in other departments of the university to ensure the services offered by ICT meet the requirements of the institution. The incumbent can apply strong problem solving, analytical, creative, critical thinking, and customer service skills that can be applied in various types of environments and situations. This position requires a high degree of accuracy, attention to detail and confidentiality.





The incumbent responds promptly and works with the ICT Service Desk to escalate incidents, conduct investigations, and provide solutions.





Services provided include remote and in person (walk up) technical support. The incumbent is required to provide functional guidance to clients on the use of technology and can communicate with clients who have varying levels of knowledge.





This position is based at the Brantford Campus however the incumbent will be required to provide the above services to both the Brantford and Milton campuses remotely and in person when required. Flexibility to travel to and work from either campus, as directed, is required. The incumbent provides subject matter expertise to the Brantford and Milton campuses, requiring regular interpersonal interactions and collaboration with departments.

Accountabilities

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Respond to and collaborate on incidents and tasks with other departments within ICT.

Provide effective support in problem solving, repairs and resolutions to all faculty, staff, researchers, and students for all hardware and software.

Provide remote troubleshooting and support via LogMeIn or other tools for employees working at home with varying hardware, software, and network environments.

Support devices with M365, MFA, VPN, and Intune.

Working with the Cyber Security team, investigate security threats including viruses to mitigate risks, define probable cause and limit potential spread. Educate and train employees on cyber security protocols.

Take ownership of technical problems and be proactive in identifying, resolving the issues to root cause. Research issues and work with external vendors and developers to find resolutions.

Monitor and prioritize the ticket queue in the service management tool and respond to, resolve, clearly document resolutions, and close service incidents meeting expected service levels.

Follow up on open service incidents assigned ensuring tickets do not remain open beyond the expected service level. Change priorities as necessary based on emergency situations.

Work together and consult with ICT Infrastructure on wired and wireless network issues for computers, networked printers, tablets, and phones.

Work closely with clients to keep them informed on technical issues, follow-ups, escalations, and resolutions.

Provide onboarding IT support for new employees to familiarize them with available resources, applications, and productivity tools. Configure file encryption on PC (BitLocker) and Mac (FileVault) computer. Setup and verify two-factor authentication (MS Authenticator). Verify user account login.

Administer support for WLU ancillary departments including POS computers, receipt printers, OneCard devices, Ricoh printers (PrintMe) and software, specialized printers, and payment processing terminals.

Support for specialized local and network printers. Remote assistance for home use local printer issues, including troubleshooting and driver installation.

Coordinate hardware moves with Facilities when employees move to new spaces.

Facilitate warranty on-site repairs for clients; complete warranty repairs when required.

Collaborate and provide technical support for WLU special events such as Homecoming, convocation, and St. Patrick's Day.

Support researchers with new and existing hardware, software, operating systems, and specialized research software ensuring that research objectives are met.

Perform routine maintenance such as lamp replacement and cleaning of AV media equipment and projector filters in the classrooms.

Provides training and assistance for staff, faculty, students, and external clients on a variety of media equipment such as Extron/Crestron equipment, and high-definition video conferencing solutions in a classroom/meeting room environment.

Performs routine maintenance and periodic upgrades on equipment and systems, ensuring a clean and safe environment in computer labs and classrooms.

Performs hardware and software evaluations.

Support and triage of network connectivity - DHCP, DNS, TCPIP

Provides software support on current PC operating systems (Microsoft Windows 7 and 10) and MAC IOSX.

Participates in the maintenance and upgrade of Laurier local area network.

Follow defined protocols for e-waste disposal.

Acts as a backup person for other members of the ICT Support group and participate on ICT project teams as required.

Ensure all event setup requests are scheduled and managed based on client requirements including follow up with the client before the event.

Evergreen Initiatives for staff and computer labs

Responsible to replace, image, service, and setup devices in all computer labs through the evergreen program.

Provide software support for all computer labs ensuring faculty and students have the required software for classes and tutorials such as Unity, SAS, SPSS, etc.

Work with the desktop architects to ensure the computers in the labs have the latest operating system and software updates.

Responsible to image and replace employee productivity computers based on a 5 year life cycle ensuring the new computer has all the appropriate client specific software and productivity tools, email signature, etc.

Coordinate internet access for new devices with the Network/Infrastructure teams. Ensure new devices are configured to access the network and its resources. Ensure end-of-life hardware is contained in a secured environment until disposed of following e-waste protocol.

Technical Elements

Hardware support for PC and Apple desktops, laptops, phones, tablets, POSs, and payment processing terminals.

Support for MS Windows, Apple MacOS and phones (iOS and Android) operating systems.

Support researcher's Windows and Linux/Unix based operating systems and research applications. Productivity applications support for MS365, SharePoint, Exchange, Teams, Zoom, OneDrive.

Support for specialty applications and systems. Support for on campus computer labs, training and interview rooms, research labs. Investigate, resolve cyber security issues such as malware, viruses, phishing attacks, etc.

Maintain and provide loaner laptops for faculty, staff and students when required.

Create client instructions and technical documentation for troubleshooting methods and test results.

Maintain knowledge on emerging technologies.

Participate in technology product reviews by creating an evaluation plan, setting up test environments and documenting evaluation results.

Milton Campus Responsibilities

Provide 2nd & 3rd level technical support for all faculty, staff, students, and ancillary departments.

Responsible for support of all hardware, software, wireless, web conferencing, and audio-visual issues in classrooms, computer labs, meeting rooms, and staff offices.

Ensure all incidents and service requests are recorded, responded to, resolved, and closed meeting service levels.

Support will be provided remotely and in person when required; Expected to provide on-site support on campus regularly or when required for emergency technical situations.

Responsible to support events and conferences remotely and or on-site.

Make certain there is spare equipment at the Milton campus to provide hardware support items such as spare desktops, laptops, cables, monitors, keyboards, mice, audio visual technology, etc.

Qualifications

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3-year College Diploma in a computing/technology discipline or equivalent in a technology related field, with a strong focus on hardware, software, and operating systems

3 years' experience providing high-level end user technology support preferably in a post-secondary institution.

A+ Certification or Microsoft MCDST Certification required.

Apple Jamf Certified Associate and ITIL Foundation Certification are assets.

Solid knowledge and experience in computer productivity applications such as M365, Sharepoint, Outlook, Teams, Zoom, OneDrive, Microsoft's Active Directory, group policies, and MECM Advanced working knowledge and experience in Microsoft Windows, Apple MacOS, phones (iOS and Android) operating systems.

Knowledge of Apple's Jamf deployment platform and management of devices through Apple School Manager

Strong knowledge and technical experience with personal computer hardware, PC & Apple desktops, laptops, phones, tablets, and the ability to troubleshoot and provide timely resolutions.

Strong problem-solving skills; must be analytical, creative, and a critical thinker.

Sound knowledge of AV media technology as used in the classroom such as projectors, web conferencing, document cameras, and AV console control panels.

Familiarity with AV equipment control systems such as Extron or Crestron.

Exceptional customer service skills demonstrating empathy and strong knowledge of customer service best practices in various situations.

Strong interpersonal and collaboration skills, particularly in influencing, and negotiation skills with staff and faculty with varying levels of technical expertise.

Strong organizational and project and time management skills, accuracy and attention to detail, proven ability to handle multiple priorities, work under short deadlines in a dynamically changing environment, work well under pressure.

A professional approach and positive attitude with a willingness to learn new technology showing initiative.

Ability to be discreet and to maintain confidential information.

Physical ability to move equipment

Hours of work

This is a full-time limited term position with an expected end date of November 17, 2025. The normal hours of work are 8:00 am to 4:00 pm, Monday to Friday. Flexibility in hours may be required, including evening and/or weekend work for system maintenance/upgrades, project work, emergency calls for system failures and during peak periods in August, September & January or any other time of the year to ensure operational efficiency. When possible, the manager will adjust the work schedule so that no more than 35 hours are worked in a week.

Compensation

Level: E



Rate of Pay: $41.09 to $43.33 per hour with an annual step progression on anniversary date to S46.96 per hour



Considerations for new hire step placements include, qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.


Equity, diversity and creating a culture of inclusion are part of Laurier's core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at careers.wlu.ca/content/How-to-apply/


Should you be interested in learning more about this opportunity, please visit www.wlu.ca/careers for additional information and the online application system.

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