Job Description

Job Type: Employee

Duration in Months (for fixed-term jobs): 24

Job Family: IT Support

# of Open Positions: 1

Faculty/Service - Department: IT Support Services

Campus: Ottawa, ON

Union Affiliation: UOITP

Date Posted: juillet 06, 2023

Closing Date: juillet 17, 2023

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above

Hours per week: 35

Salary Grade: UOITP Grade 9

Salary Range: $64 767,00 - $80 526,00

About the Faculty of Medicine
Welcome to the University of Ottawa Faculty of Medicine, the first and largest bilingual medical faculty in Canada. Our learners have access to state-of-the art facilities and specialized institutions as they learn alongside world-class physicians and scientists. Consistently ranked among the top 10 medical schools in Canada, our faculty is among the top faculties of medicine in the world for research impact in biomedical and health sciences.

Position purpose:
Reporting to the Supervisor, IT Support, 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:

• Technical support: Provides second-level technical support services to address the needs of clients in a networked environment. Provides diagnostic and repair services to end users for hardware, software, infrastructure, peripherals and other equipment such as mobile devices, distance education tools, audiovisual and scientific equipment as required. Acts as resource person for other IT technicians throughout the campus for more complex technical support related inquiries. Ensures proper charge back for any chargeable services either hardware or software. Promotes established University and Faculty/Service standards to ensure consistency of data security and integrity throughout the organization. Provides backup where required for the helpline and helpdesk (i.e.: during peak periods or emergencies)
• Technical and Consulting Services: Provides 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\xe2\x80\x99s technology needs. Uses troubleshooting tools as well as diagnostic hardware to isolate problems which occur on workstations. Analyzes requests and requirements for hardware, software and other IT equipment to determine current and future needs and provide purchasing advice to the user.
• Software Installation and Upgrade Services: Installs, tests and upgrades software to ensure it is current, registered and efficiently deployed for the client on both Macintosh and PC environments. Provides high-end technical troubleshooting for Common Operating Environment (COE) hardware standards.
• Application and Tool Customization: Performs 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\xe2\x80\x99s needs.
• Documentation: Records and documents software and hardware problems, system crashes as well as client information. Maintains accurate records in the problem management system; formulate a log of work performed which includes estimate of parts and labor for hardware/software related problems. Assesses the impact of the problem to determine its severity and assign the problem to the appropriate group. Creates written procedures to help users become more autonomous. Maintains accurate documentation on any new utilities or scripts that are created.
• Work and Project Assignments: Prioritizes work and project assignments; escalates problem incidents to senior resources if required. Ensures that solutions are thoroughly entered into the system for others to use. May be requested to assist in short term projects. This would include time management, making recommendations based on their expertise, consulting with key players and coordinating tasks with other groups to ensure work is completed to the client\xe2\x80\x99s satisfaction and deadlines are met.

What you will bring:
Essential Qualifications

• 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

Other Skills and Competencies

• Knowledge of University hardware, software, peripherals and security guidelines and standards.
• Knowledge of the University\xe2\x80\x99s established IT strategies, policies and procedures and how to apply these to client requirements such as in areas of procurement and asset management and maintenance.
• Knowledge of networking protocols and technologies to configure and troubleshoot connectivity issues
• Knowledge of office automation software to support and guide users in their work
• Knowledge of mobile devices, distance education tools, audiovisual and scientific equipment
• Experience with PC and Mac Operating Systems to install, diagnose and repair issues; ability to support large user groups.
• Experience in the implementation of system upgrades
• Experience working in a customer service environment
• Analytical skills to diagnose and repair software, hardware and peripherals issues
• Experience in creating software scripts.
• Ability to prioritize own work
• Ability to communicate technical concepts in a non-technical manner.
• Ability to proactively keep abreast of new emerging technologies.
• Ability to foster professional relationships with clients.
• Bilingualism - French and English (written and spoken).

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

Planning: Organize in time a series of actions or events in order to realize 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 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 qualified 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 hrtalentmanagement@uottawa.ca 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.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 \xe2\x80\x93 Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.

University of Ottawa