Job Description

Senior Systems Support Technician




About Queen's University

Queen's University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.


We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.


Come work with us!







Job Summary

Within the framework of established policies, regulations and procedures, in consultation with the Systems Support Coordinator (#260), the Division Head of Digital Initiatives and Open Scholarship (DIOS) and other DIOS staff, the incumbent has a primary role in the implementation, installation, maintenance and upgrading of Library computer hardware, software and network access, and implementation of ITServices campus system requirements. Diagnoses, researches, solves and documents problems with Library hardware, software and networked applications and devices. Assists with researching and acquiring library software and equipment solutions. Assists with the administration of Library computers, servers, equipment, and web applications. Member of the Library's Systems Support Team, which includes consulting with and providing advice to other members of the Team as required. Guides other library staff in the basic use and maintenance of computers and other library equipment and software tools and may assist library patrons with solving problems related to the use of library computers and equipment, applications and files. May be required to perform customer service duties at public service points.

TYPICAL DUTIES & RESPONSIBILITIES: (Effort & Responsibility)

Trouble-shooting, and Technical Support

- Has primary role in solving and trouble-shooting software, hardware and networking problems referred to the Systems Support Team, by monitoring phone, email, messaging and helpdesk tools and the Internet for reported problems, working on issues and projects prioritized by the Systems Support Coordinator (#260).


- Consults and shares expertise with other members of the Systems Support Team regarding solutions to problems encountered individually or by the whole group.


- Writes documentation for other members of the Systems Support Team regarding solutions to problems encountered or best-practices for trouble-shooting recurring problems.


- Guides other Library staff in the basic use of computers and Library software applications and in solving routine equipment problems or problems related to migrating files and applications to new applications. Based on the nature of problems observed, may recommend staff training needs to the Systems Support Coordinator (#260). May participate in providing staff training programs.


- As required, solves technical problems related to patron use of library computers and standard office software applications, referring problems where appropriate to the Systems Support Coordinator (#260).


- Provides technical support for in-person and virtual events.


- Researches software and equipment solutions and works with the procurement system to acquire software and equipment.

Software Installation and Configuration

- Prepares software images for installation on public and staff workstations.


- Installs (testing as required) specialized applications required on Library staff workstations and public workstations, in consultation with the Systems Support Coordinator (#260) if necessary.


- Installs all software - from operating system through to applications packages - required on Library public and staff workstations and devices, configuring the networking according to each workstation's specific hardware and operating platform requirements and in coordination with ITServices requirements and management tools.


- Installs, configures and maintains Library servers, workstations and printers as required.

Hardware/Software Research and Documentation

- Conducts research as required to solve software problems encountered by self or other members of the Systems Support Team, or as reported by other library staff.


- Prepares written documentation on problems, techniques or processes to add to the Library's staff website.

Hardware Installation and Repair

- Diagnoses hardware problems and installs new components to existing computers in the Library's inventory. Performs hardware repairs for Library computer equipment not under warranty or service contracts.

Systems Support Team Projects and Duties

- Participates in Systems Support Team meetings and projects.


- Contributes to Team discussions, leading to Team project planning, recommendations and decisions.


- Participates in the maintenance of the DIOS inventory tracking system by reporting to the Systems Support Coordinator (#260) all hardware, software, and IP address changes or additions.


- Participates in the registration of Library hardware by preparing and affixing inventory and identification labels to new Library hardware, may add security markings to new hardware as required.


- Supports library staff in use of Microsoft 365, SharePoint tools, file management, sharing tools, and the development and sharing of best practices within the library


- Supports digitization projects.


- Supports data management, cleanup, and migration projects using software tools such as OpenRefine, bulk import/export tools, etc.


- Supports UX initiatives.


- Liaises with ITServices as needed


- Other duties as assigned.

INTERACTIONS AND EQUIPMENT:

The incumbent works with, or comes in contact with, Library users, Library staff, Queen's ITServices staff and vendor/distributor/manufacturer representatives in person, by telephone, or electronically.

The incumbent will regularly use the following equipment:

- Standard computer and library/office equipment


- Wide use of all computer, mobile device, and server-based operating systems, networking software and application software (particularly those specific to library operations such as cataloguing, fulfillment, the library website, other web applications, the procurement system, etc.).


- Computer hardware components and related equipment, including printers, photocopiers, scanners, card readers, barcode readers, audiovisual equipment.

QUALIFICATIONS: (Skill)

Education & Experience:

1. 38 Points

2. Recent college diploma or other post-secondary education specializing in computing, networking or technical support, and a minimum of one year of proven and recent experience in providing computing, networking and technical support for a group of users and workstations in a networked environment, preferably in a library environment.


OR


The equivalent combination of education and experience which must include a minimum of two years proven and recent experience in providing computing, networking and technical support for a group of users and workstations in a networked environment, preferably in a library environment.

3. Formal training in, or recent experience with computing, networking, and printing troubleshooting and repair. Substantial and specialized knowledge of, and experience with, computer hardware, software and network configuration, data management and web applications.


4. Proven experience working in a team environment an asset.


5. Familiarity with Queen's computing infrastructure an asset.


6. Demonstrated proficiency in computer skills, working knowledge of Web applications with the ability for creating or updating sites, server administration, advanced skills using data and database management tools, spreadsheet and word processing applications.

7. Demonstrated proficiency with standard office software tools including Microsoft 365 and SharePoint tools.


8. Knowledge of Drupal, WordPress, HTML, OpenRefine an asset

Special Skills, Knowledge or Ability:

Ability to communicate well and work as part of a team in which members advise and consult with each other as part of the problem-solving process, good analytical and problem-solving skills and ability to work independently, ability to document work performed or needing to be performed, demonstrated ability to pay attention to detail and perform work with a high degree of accuracy, demonstrated ability to exercise good judgment in referring highly technical or difficult problems to others, communication and interpersonal skills to interact with a variety of people with various levels of technological sophistication, client service approach essential, strong ability to read and write technical documentation, ability to explain and provide guidance in the use of computers and Library applications, flexibility and ability to respond to emergencies and conflicting demands on time, demonstrated proficiency in relevant computer skills and the ability to stay abreast of web developments and adapt to emerging technologies, ability to meet the physical demands of the position as outlined in Working Conditions, ability to work in a team based environment, familiarity with Queen's computing infrastructure will be considered an asset.

DECISION MAKING: (Responsibility):

Expected to exercise initiative, judgment and resourcefulness within the broad framework of established policies and procedures. Based on incumbent's own substantial and

specialized knowledge of, and experience with, computer hardware, software and network configurations, solves problems (often requiring researching the problem) and recommends procedural or technical changes as appropriate. Both advises and consults with other Systems Support Team members in solving problems, which may result in decision to refer a complex, highly technical, or substantial infrastructure problem to the Systems Support Coordinator (#260) and when necessary, consultation with Head, DIOS. Decides on, or makes recommendations about, effective communication with non- Systems library staff re: the resolution of reported problems.




Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen's is strongly committed to employment equity, diversity, and inclusion in the workplace and encourages applications from Black, racialized persons, Indigenous people, women, persons with disabilities, and 2SLGBTQI+ persons. In accordance with Canadian Immigration requirements, priority will be given to those who are legally eligible to work in Canada.


The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at hradmin@queensu.ca.

Skills

Reference

428825