About Queen\'s University

Queen\xe2\x80\x99s 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.
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Job Summary
Reporting to the Technical Specialist, Human Resources Management Systems (HRMS), the Technical Support Coordinator will provide escalated user support to resolve issues for a variety of operating systems, desktop applications, and other technologies. The Technical Support Coordinator tracks and monitors user issues, generates reports, and recommends solutions to issue trends. As well as investigating and taking corrective action for escalated issues, the Technical Support Coordinator configures systems and security on software to protect data and manages access to HR systems and services. The Technical Support Coordinator provides technical training and onboarding to the HR department.


KEY RESPONSIBILITIES:

• Provides escalated user support to resolve issues for a variety of operating systems, desktop applications, and other technologies.
• Tracks and monitors user issues, generates reports, and recommends solutions to issue trends. Identifies and updates procedures to enable efficient resolution of recurring problems.
• Investigates and takes corrective action for escalated issues.
• Consults with HR communications team and HR colleagues to assist with the design and updating of content management systems (Microsoft Sharepoint, Drupal, etc.).
• Configures systems and security on software to protect data. Triages and approves standard PeopleSoft security requests.
• Supports users through technical knowledge to ensure proper use of software and hardware. Identifies gaps in technical capabilities and proactively makes recommendations to address such gaps.
• Assists HR hiring managers with onboarding, to streamline account/service setup and technical training.
• Researches and recommends solutions to improve services, processes, and documentation. Documents technical procedures and trains HR staff on using business software.
• Develops interactive forms. Works with HR colleagues and management to design interactive forms to support HR business processes.
• Reimages computers, sets up common area workstations, and maintains technical equipment. Updates inventory tracking logs and assists with maintaining an appropriate inventory of equipment.
• Performs other duties as required in support of the department.

REQUIRED QUALIFICATIONS:

• Three-year Community College Diploma or Three-Year Bachelor Degree in Computer Systems, or equivalent.
• 2 years experience providing technical support to an area and business users.
• Proven experience with Microsoft Office Suite applications.
• Experience in data security and security best practices an asset.
• Consideration may be given to equivalent combination of education and experience.

SPECIAL SKILLS:

• Promotes equity, diversity and inclusion within the workplace.
• Effective interpersonal and communication (verbal and written) skills to interact with both technical and non-technical staff and clients at all levels.
• Ability to produce a variety of business documents that demonstrate command of language, clarity of thought and orderliness of presentation.
• Ability to establish and build effective working relationships and partnerships with HRMS group, ITS, and peers.
• Effective time management skills with the ability to deal with conflicting priorities and interruptions in workflow due to availability of resources.
• Highly self-motivated with the ability to exercise independent judgment and take action.
• Strong analytical and problem-solving / troubleshooting skills to understand problems as well as research solutions for problems that may have no readily available support.
• Ability to adapt to a changing work environment and to acquire new skills as it becomes necessary.

DECISION MAKING:

• Recognize and present ideas to promote, enhance, and further develop HR processes.
• Interpret how Human Resource initiatives, university policies, or legislative requirements affect HR processes and provide input into HR strategies.
• Identifies accessibility gaps and the impact to HR staff and clients.
• Determine appropriate problem-solving procedures and decide how to best rectify the problem, minimizing impact to business units. Decide if a problem should be referred to others.
• Determine when content creation requests do not meet communication standards. Determine where opportunities exist and where technology can enhance new or existing HR processes.
• Analyse risks associated with the handling of sensitive data and determine appropriate strategies to manage the risks.
• Determines when to consults with management regarding security conflicts of duties.
• Assess the potential operational and systematic impact of new or changing technology on internal and external users and present options for the appropriate course of action.
• Determine information needed by management or project teams for decision making process.
• Determine content of technical requirements and testing strategies to ensure complete solutions.
• Develop and provide input into training plans, acknowledging conflicting priorities and formulating successful outcomes.
• Allocate time, prioritize tasks, and determine workflow. Continually assess and adjust priorities and manage tasks in a fast-paced and demanding environment.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen\xe2\x80\x99s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.
The University provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant\'s accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at hradmin@queensu.ca .