PA Level 6 - Client Solutions Service Desk Technician - Information Technology Systems and Services

Competition Number:
78E19
Position Type:
Staff Position
Closing Date:
Date of Posting:
Department:
Information Technology Systems and Services
Position:
PA Level 6 - Client Solutions Service Desk Technician
Contract:
Full Time Term Position
Hours of Work:
33.75 hours per week
Salary:

$49,047 to $53,962 per annum, prorated to term as per CUPE 1870

Term:

As soon as possible until April 2021 (Term may be reduced or extended depending on performance, available funding and departmental requirements)

IT Systems & Services is seeking a Client Solutions Service Desk Technician for our Client Solutions team. This individual will work closely with others in the team and the department in supporting the IT needs of the campus community and providing excellent customer service.

RESPONSIBILITIES:

Support the ITSS service desk, 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
  • Provide 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
  • Diagnose and correct a wide variety of software, hardware, and network problems
  • Triage requests and assign work orders/tickets to the appropriate technical support person(s)
  • Document work performed using established departmental methods 
  • Demonstrate excellent customer service skills through active listening skills and leading by serving
  • Recommend appropriate IT solutions to stakeholders as needed including classroom/conference room audio visual and multimedia solutions
  • Install and configure new or replacement desktop computers , mobile devices, audio/ visual systems and components using established departmental standards including imaging and configuration tools
  • Install, configure and support new technologies in areas such as Web Conferencing, distance learning environments, teaching supports, and new administrative and academic systems
  • Install and configure 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

In-depth knowledge and experience in the following areas is also required:

  • Experience as a member of an IT helpdesk/service desk
  • Experience supporting enterprise IT systems in a large scale environment
  • Installation, configuration, and use of computer hardware and peripherals and AV technologies
  • All current versions of Microsoft Windows and Apple IOS
  • Local area network equipment and TCP/IP protocols
  • Internet technologies and standards
  • Administration in a Microsoft Active Directory environment
  • Installation, configuration, and use of microcomputer software including Microsoft Office, Google  and other applications
  • Identification and removal of malicious software
  • Web-video conferencing
  • Distance learning technologies
  • Classroom teaching technologies such as Moodle
  • Experience with the latest audio/visual technology and converging technologies
  • A strong commitment to excellent client service is a fundamental requirement for this position, along with very strong communication skills, both oral and written. As well, a commitment to continuous, self-directed learning is required.
Application Instructions:

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 posted on the UPEI Human Resources website. Applications will not be accepted via email.

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.

In accordance with Canadian immigration requirements, all qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority. The University of Prince Edward Island is committed to gender equity in employment.

Only those applicants who are invited to an interview will be acknowledged.

UPEI encourages all qualified applicants to apply for job openings; however, in keeping with the terms and provisions of the university’s various employment and collective agreements, first priority will be given to internal candidates.