PA Level 6 - Client Solutions Technician - Information Technology Systems and Services
$66,242 to $72,565 per annum as per CUPE 1870
IT Systems & Services (ITSS) invites applications for two (2) Client Solutions Technician roles. Working as a member of a dedicated team supporting the UPEI Faculty of Medicine and Health Sciences Centre, the successful candidate(s) will collaborate closely with ITSS colleagues in delivering high‑quality, customer‑focused IT services to the campus community.
RESPONSIBILITIES:
Support the 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 endpoint computer 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
Experience with the installation, configuration, and use of the latest computer hardware, peripherals, audio/visual technologies and converging technologies
Experience supporting all current versions of Microsoft Windows, Apple macOS, iOS, ChromeOS and Android operating systems
Experience supporting Windows and Apple operating systems via Microsoft Intune and/or another MDM solution would be considered an asset
Experience supporting local area network equipment and TCP/IP protocols
Internet technologies and standards
Experience supporting a Microsoft Active Directory and Microsoft 365 environment
Experience with the installation, configuration, and use of microcomputer software including Microsoft Office, and other desktop applications
Experience with the identification and removal of malicious software
Experience with supporting web-video conferencing technologies, including Microsoft Teams
Experience supporting distance learning technologies
Experience with various classroom teaching technologies such Moodle and other LMS systems, desktop or cloud presentation software and remote presentation solutions
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
Knowledge in the following areas:
- Experience supporting all current versions of Microsoft Windows, Apple macOS, iOS, ChromeOS and Android operating systems
- Microsoft Windows Server with Active Directory and related software services (e.g. User account management, group policy management, file and print sharing, etc.)
- Experience in backing up both physical and virtual server environments (experience with Veeam would be considered an asset)
The following would be considered beneficial:
- Experience managing a wide variety of endpoint devices using central configuration management tooling & infrastructure such as Microsoft Active Directory, Microsoft Endpoint Configuration Manager, Microsoft Intune, Apple School Business Manager, Jamf
- Experience in the configuration and management of Microsoft’s M365 Cloud based services
- One or more relevant industry certifications: e.g. Microsoft (MSCE), Cisco (CCNA), Linux (LPI), Project Management (PMI)
- Experience managing virtualized environments (VMWare, Hyper-V, Azure, AWS etc.)
- Aptitudes for problem solving, system design, and programming
- An ability to work independently as well as within a team
- A desire to continuously learn, to be continually challenged, and have an innovative approach to providing solutions and opportunities to clients
- Strong documentation skills
- Proven analytical and creative problem-solving abilities
- A strong commitment to excellent client service and teamwork is a fundamental requirement for this position, along with very strong communication skills, both oral and written
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, hrofficer@upei.ca. Applications will not be accepted via email.
Only those applicants who are invited to an interview will be acknowledged.
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