Client Support Specialist (Helpdesk)

at  Western University

CLASSIFICATION & REGULAR HOURS

Hours per Week: 35
Salary Grade: 13
Please note, this is a temporary role with a contract end date of September 30, 2025.

ABOUT US

The Schulich School of Medicine & Dentistry provides outstanding education within a research-intensive, distributed learning environment where tomorrow’s physicians, dentists and health researchers and other scholars learn to be socially responsible leaders in the advancement of human health. The Schulich School of Medicine & Dentistry is the largest Faculty on the Western University campus and employs over 1,800-part time and full time faculty and over 1,500 staff.
Information Services (IS) provides high quality Information Technology and Management services to the School of Medicine & Dentistry in support of the School’s mission.

QUALIFICATIONS

Education:

• College diploma in Information Technology or related field
• University degree in Computer Science is preferred
• A+, MCP and other relevant technology certifications would be an asset

Experience:

• 1 year of experience providing technical support and customer service
• 3 years of experience providing technical support and customer service is preferred
• Experience in an academic/health care environment an asset

Knowledge, Skills & Abilities:

• Proven knowledge and excellent technical troubleshooting skills in common desktop software such as Microsoft Office, MS Teams, Zoom and modern web browsers
• Strong skills in using and supporting modern desktop and mobile Operating Systems including Windows, Mac OS, iOS, and Android
• Ability to work independently and collaboratively in a team environment
• Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions
• Applies new knowledge and skills to practical use on the job; furthers learning through experience in practicing new approaches and behaviors
• Ability to understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy those expectations
• In depth Knowledge of computer system administration, including computer networks, operating systems, and application software
• Ability and willingness to stay abreast of technological development and adapt efficiently to emerging priorities
• Demonstrated oral and written communication skills to effectively interact with technical and non-technical users from internal contacts up to senior management
• Ability to write clear, concise procedural documentation
• Able to build and maintain lasting relationships with peers, customers and key business partners
• Maintains and applies up-to-date knowledge of discrete and integrated information systems elements relevant to your area of responsibility (hardware, software, and network)
• Positive attitude with genuine customer service orientation

The Client Support Specialist is a critical member of the Client Services support team within Information Services (IS) at Schulich. The role is the main point of contact and is responsible for providing 1st level technical support for all services and applications supported by IS including major technologies such as File & Print services, Email, and a number of enterprise applications used in the administration of the School. The role ensures that the faculty, staff and students who use these services and applications have any technical issues resolved in a timely fashion either directly by the role or with assistance from 2nd level support within the team or from others within IS.