Technology Support Specialist

at  Western University

ABOUT WESTERN

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the “Western Experience” - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

ABOUT US

The Faculty of Education will transform education and transform lives by leading and contributing to teaching excellence in research-intensive academic and professional programs, and through world-class research that produces measurable and high-quality social impact that benefits society. We are committed to enhancing equity and accessibility for all learners, and culturally and socially responsive knowledge brokering and mobilization.

Education:

• Diploma in Computer Sciences; University degree in Computer Sciences or related field, and/or relevant software certification preferre

Experience:

• 3 years’ experience providing technical support for a variety of operating system software, hardware, application software; networking experience using workstations, laptops, mobile devices and server

Skills, Abilities & Expertise:

• Familiarity with system administration, including computer networks, operating systems, and applications software
• Familiarity with programming languages and code
• Knowledge of commonly-used concepts, practices, and procedures relevant to the field
• Ability to adapt to change and master new technical and organizational concepts and processes
• Ability and willingness to stay abreast of technological developments
• Computer skills with the ability to creatively use and integrate technology to improve quality and productivity
• Communication skills to describe technical concepts effectively to both novice and sophisticated users
• Ability to write clear, concise and accurate procedural documentation
• Ability to work in a manner that models best practices in confidentiality standards
• Ability to provide solutions and ideas for improvement by using imaginative approaches where constructive thinking and innovation are required
• Ability to understand customer needs and expectations and provide excellent customer service to directly and indirectly satisfy expectations
• Ability to follow formal business practices with high attention to detail
• Demonstrated ability to take initiative, to work independently and follow through on work assignments
• Problem solving skills with a sense of urgency in resolving issues and getting tasks completed
• Proven ability and natural inclination to develop relationships by interacting with people in a professional, respectful and diplomatic manner
• Ability to work independently and effectively as a member of the team to achieve department goals
• Ability to investigate and research issues and resolve problem

The Technology Support Specialist provides broad, overall technological support to students and employees within the Faculty of Education. The incumbent will be responsible for assisting in the configuration, installation, support and maintenance of designated units’ network of workstations, mobile and personal devices, and required software. The incumbent will ensure appropriate security, backup and recovery procedures are implemented. The Technology Support Specialist will prepare any related documentation, and assist in planning and installing upgrades and changes. The incumbent will ensure effective and timely communication with clients, and ensure that appropriate resources are solicited to assist with the client’s facilities as needed.
Qualifications

Education:

• Diploma in Computer Sciences; University degree in Computer Sciences or related field, and/or relevant software certification preferred

Experience:

• 3 years’ experience providing technical support for a variety of operating system software, hardware, application software; networking experience using workstations, laptops, mobile devices and servers

Skills, Abilities & Expertise:

• Familiarity with system administration, including computer networks, operating systems, and applications software
• Familiarity with programming languages and code
• Knowledge of commonly-used concepts, practices, and procedures relevant to the field
• Ability to adapt to change and master new technical and organizational concepts and processes
• Ability and willingness to stay abreast of technological developments
• Computer skills with the ability to creatively use and integrate technology to improve quality and productivity
• Communication skills to describe technical concepts effectively to both novice and sophisticated users
• Ability to write clear, concise and accurate procedural documentation
• Ability to work in a manner that models best practices in confidentiality standards
• Ability to provide solutions and ideas for improvement by using imaginative approaches where constructive thinking and innovation are required
• Ability to understand customer needs and expectations and provide excellent customer service to directly and indirectly satisfy expectations
• Ability to follow formal business practices with high attention to detail
• Demonstrated ability to take initiative, to work independently and follow through on work assignments
• Problem solving skills with a sense of urgency in resolving issues and getting tasks completed
• Proven ability and natural inclination to develop relationships by interacting with people in a professional, respectful and diplomatic manner
• Ability to work independently and effectively as a member of the team to achieve department goals
• Ability to investigate and research issues and resolve problems