Job Description

IT Systems & Services is seeking a Client Solutions Service Desk Technician for our Client Solutions team. This individual will work closely with others on the team and the department in supporting the IT needs of the campus community and providing excellent customer service.
RESPONSIBILITIES:
Support the ITSS service desk, use of computer hardware/software, enterprise IT systems and audio-visual systems by members of the University community, including such activities as:

• Providing excellent customer service as a member our IT service desk
• Providing assistance with the use of a wide variety of computer and network- based software, hardware, and services in-person, remotely, telephone, e-mail and collaboration tools through our Service Desk
• Diagnosing and correcting a wide variety of software, hardware, and network problems
• Triaging requests and assigning work orders/tickets to the appropriate technical support person(s)
• Documenting work performed using established departmental methods
• Demonstrating excellent customer service skills through active listening skills and leading by serving
• Recommending appropriate IT solutions to stakeholders as needed including classroom/conference room audio visual and multimedia solutions
• Installing and configuring new or replacement desktop computers, mobile devices, audio/ visual systems, and components using established departmental standards including imaging and configuration tools
• Installing, configuring, and supporting new technologies in areas such as Web Conferencing, distance learning environments, teaching supports, and new administrative and academic systems
• Installing and configuring software using established departmental standards
• Other duties as assigned

QUALIFICATIONS:

• A post-secondary degree or a minimum of a two-year College diploma in an IT related field along with two year's work experience in a client support role or an equivalent combination of education and related work experience is required
• Experience as a member of an IT helpdesk/service desk
• Experience supporting enterprise IT systems in a large-scale environment
• Installation, configuration, and use of computer hardware and peripherals and av technologies
• All current versions of Microsoft Windows and Apple IOS
• Local area network equipment and TCP/IP protocols
• Internet technologies and standards
• Administration in a Microsoft Active Directory environment
• Installation, configuration, and use of microcomputer software including Microsoft Office, Google and other applications
• Identification and removal of malicious software
• Web-video conferencing
• Distance learning technologies
• Classroom teaching technologies such as Moodle
• Experience with the latest audio/visual technology and converging technologies
• A strong commitment to excellent client service is a fundamental requirement for this position
• Strong communication skills, both oral and written
• A commitment to continuous, self-directed learning is required

Application Instructions:
Please submit electronically a cover letter, quoting the competition number, a resume and reference list to be received no later than the closing date via the link below.
If you are unable to apply online, you can drop off your resume to the Human Resources Department, Kelley Building, University of Prince Edward Island, 550 University Avenue, Charlottetown, PEI C1A 4P3, Fax Number 902-894-2895.
UPEI is committed to equity, diversity, inclusion, and reconciliation and believes in providing a positive learning and working environment where every person feels empowered to contribute. UPEI is committed to the principle of equity in employment and encourages applications from underrepresented groups including women, Indigenous peoples, visible minorities, persons with disabilities, persons of any sexual orientation or gender identity, and others with the skills and knowledge to productively engage with diverse communities. If you require accommodation in any part of the process, please direct your inquiries, in confidence, to our HR Officer, . Applications will not be accepted via email.
Only those applicants who are invited to an interview will be acknowledged.
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