Job Description

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Job ID:

J1022-0347

Job Type:

Regular Full Time

Job Category:

Information Technology

Open Positions:

1

Faculty / Department:

Information Technology / Information Technology

Campus:

Main campus (downtown)

Union Affiliation:

Information Technology Professionals (PIPSC)

Date Posted:

October 20, 2022

Closing Date:

October 30, 2022

Hours per week:

35

Salary (Grade: 09) Hiring salary range
$64,767-$80,526

*Job title under review

The University of Ottawa-A crossroads of cultures and ideas

The University of Ottawa is home to a dynamic community of over 50,000 students, faculty and staff, who live, work and study in both French and English. Our campus is a crossroad of cultures and ideas, where bold minds come together to inspire game-changing ideas. We believe in the power of representation, and that increasing the diversity of our faculty and staff supports this objective. Our goal is to provide students with the best possible learning experience, in an environment that reflects the diversity of its people, their ideas, and their identities.

We are one of Canada's top 10 research universities-our professors and researchers explore new approaches to today's challenges. One of a handful of Canadian universities ranked among the top 200 in the world, we attract exceptional thinkers and welcome diverse perspectives from across the globe. Our employees come together around the shared purpose of constant improvement, personal development, service excellence, teamwork and a passion for learning with a desire to make uOttawa and the world a better place. Everyone's contributions are valued, we all play a part in making uOttawa a world-class institution. Most importantly, we make it possible for you to achieve your full potential. Because at uOttawa, you belong!

About Information Technology
Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength are the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome.

In a nutshell: working here is challenging and rewarding. It'll bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all this minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Position Purpose
Reporting to the Senior Computing Analyst, provides advice and second-level technical support services to end users and IT technicians at the University of Ottawa for end-user computing. Is responsible for the installation, repair, and testing of microcomputers and accessories/peripherals. In collaboration with other IT professionals, offers an effective and efficient service that meets or exceeds established customer service standards.

In this role you will:

• Provide second-level technical support services to address the needs of clients in a networked environment.
• Provide a wide range of technical installation services to clients for hardware services including computers, mobile devices and for other IT equipment to ensure an efficient response to the user's technology needs.
• Install, test and upgrade software to ensure it is current, registered and efficiently deployed for the client on both Macintosh and PC environments.
• Perform minor modifications and enhancements to databases, web and administrative applications and electronic tools to configure them for installation and to improve or customize their functioning for clients according to each specific user's needs.
• Record and document software and hardware problems, system crashes as well as client information.

What you will bring:

• University Degree or College Diploma in Computer Science, Information Technology or related field or equivalent experience;
• Minimum 3 years of experience in a technical support role;
• Experience in providing technical support through online chat, over the phone, and in person;
• Experience in working in customer service in a business environment;
• Experience in supporting and managing requests from VIP clients (directors, deans, etc.);
• Experience in using various ITSM software and in managing tickets;
• Experience in supporting PC and Apple operating systems (Windows, Mac OS);
• Experience in supporting and configuring mobile devices (iOS, Android);
• Experience in troubleshooting TCP/IP, IPX and VPN networking protocols;
• Knowledge of best practices in incident management according to ITIL methods;
• Knowledge of office automation software to support and guide users in their work (Microsoft O365, Teams, Word, Excel, Outlook, etc.);
• Knowledge of the basic principles of data security and access (MFA, anti-virus, anti-spam, SSO, Microsoft AD, etc.);
• General knowledge of IT equipment procurement strategies;
• Analytical skills to remotely diagnose and repair software, hardware, and peripheral issues;
• Ability to take on a leadership role within a team (support colleagues, provide training, coaching, etc.);
• Ability to use, research, and write knowledge base articles to support users and IT service members;
• Ability to set priorities in own workflow;
• Ability to keep abreast of emerging technologies;
• Ability to flourish in a collaborative, team-oriented environment;
• Ability to communicate technical concepts to a lay audience;
• Ability to foster professional relationships with clients;
• Bilingualism - English/French (spoken and written).

Key Competencies at uOttawa
Here are the required competencies for all of our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realise an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We are at our best when everyone has a seat at the table, and when we are made to feel like we belong. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click to find out more.