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: July 27, 2023

Closing Date: August 07, 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, Provide advice and technical support services to end users in a designated Faculty or Service in areas related to infrastructure, hardware, software, peripherals and other IT equipment. Provide these services in an effective and efficient manner that meets or exceeds established customer service standards. Offer recommendations about future planning and development of resources.

In this role, your responsibilities will include:

Diagnostic and repair services: Troubleshoot, repair and implement corrective actions to resolve IT user technical issues in a timely manner. Provide 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. May be required to provide support for the computing lab.

Monitoring and maintenance: Ensure consistent connectivity and accessibility by monitoring and maintaining hardware, software and peripherals to ensure acceptable service levels. Promote established University and Faculty/Service standards to ensure consistency of data security and integrity throughout the organization.

Access management: Manage access rights and accounts for users in faculty/service\xe2\x80\x99s identity management system.

Technical installation services: Provide a wide range of technical installation services to internal clients for hardware services including computers, networks, and for other IT equipment such as network adaptors to ensure an efficient response to the user\xe2\x80\x99s technology needs.

Software installation and upgrade services: Install, test and upgrade software to ensure it is current, registered and efficiently deployed for the client. Play a key role in deployment of large faculty projects. May be required to assist or plan completely the phase out deployment of these projects.

Application and tool customization: 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\xe2\x80\x99s needs.

What you will bring:

Essential qualifications:

College diploma in a related field or an equivalent combination of education and experience

3 years of experience in a technical support role

Other qualifications:

Knowledge of University hardware, software, peripherals and security guidelines and standards

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

Knowledge of established IT policies and procedures of the University in areas such as procurement and asset management and maintenance

Experience with 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

Ability to communicate technical knowledge and information to a nontechnical audience

Analytical skills to diagnose and repair software, hardware and peripherals issues

Ability to proactively keep abreast of new emerging technologies

Ability to prioritize own work

Bilingualism - French and English (spoken and written)

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