Job Description

Position Summary

The Technical Support Technologist, reporting to the Team Lead of Technical Support, provides comprehensive technical assistance and end-to-end services within the college domain. Their responsibilities encompass all technological components and connectivity used by the college clients. They serve as the main point of contact for service calls, utilizing additional ITS resources as necessary.

This role entails providing technical support for hardware, software, e-classrooms, and college-owned devices to students, faculty, and staff. Under supervision, the technologist collaborates with vendors for equipment installations and updates, ensuring meticulous project documentation. They ensure swift response, effective repairs, and user training to optimize system performance and elevate customer satisfaction.

Responsibilities

Operational Client Support

• Responds to operational issues with equipment by performing on-site repairs or replacements.

Installs, troubleshoots, repairs, and performs preventive maintenance on all Seneca IT end systems and equipment. * Provides on-site training to end-users on operation, maintenance, and troubleshooting.

• Evaluates equipment requirements, research delivery options, suppliers, and vendors, and provides purchasing or leasing options to the Supervisor.
• Proactively maintains and tests offices, computer labs, and Audio-Visual equipment to ensure proper working condition.
• Sets up labs and offices with the latest academic and administrative images.
• Documents and updates operational manuals, equipment logs, and schedules.
• Manages equipment inventory and maintenance schedules, performing parts replacements and hardware/software upgrades.
• Contacts suppliers and vendors for necessary support.
• Enforces equipment policies and procedures and provides support in their implementation.
• Troubleshoots problems and minimizes downtime in offices, labs, and e-classrooms, including prompt equipment replacement when issues can\'t be swiftly resolved.
• Conducts on-site analysis, diagnosis, and resolution of technical problems.
• Performs regular maintenance and repairs on equipment.
• Records all actions taken in response to problems and work request tickets.
• Generates regular work status reports.
• Offers demonstrations on the proper usage of equipment.
• Utilizes various testing programs and tools to analyze system problems.
• Manages Seneca assets, including cell phones, computers, applications, tools, and parts inventory.
• Maintains control over IT equipment and systems inventory at assigned facilities.
• Stays updated on installation configurations and documentation.
• Participates in researching new equipment purchases.

Other duties as assigned.

Qualifications

Education

• Minimum of a three (3) year Diploma/Degree in Computer Science or a related field, or an equivalent combination of education and experience

Experience

• Minimum of three (3) years\' experience providing fundamental hardware and application software support.
• Proficient in computer and Audio-Visual hardware, peripherals, and software applications.
• Experienced in operating systems and out-of-the-box software.

Skills

• Demonstrates effective verbal and written communication skills.
• Exhibits strong planning and organizational abilities.
• Displays proficient time management skills and exceptional attention to detail.
• Possesses the capacity to logically analyze issues, conduct research, and formulate solutions. Capable of comprehending and investigating problems and applying fundamental principles for resolution.
• Proficient in configuring and utilizing mobile devices, smartphones, and tablets.
• Has a solid understanding of Microsoft Active Directory Organizational Units, Policies, and Groups.
• Familiarity with Virtual Desktop and Application Virtualization.

Note: A skills assessment test will be administered during the recruitment process.

A combination of relevant experience and education may be considered as equivalent to the above requirements in the event that there are no internal applicants that meet the qualifications as posted. Equivalency will be assessed by the talent acquisition team.

Seneca College