The Information Technology Group (ITG) provides cost-effective technology solutions and support to faculty, staff, and students for the provision, use, and maintenance of technology and systems to support the teaching, learning, research, and administrative needs of the Faculty of Engineering.
 
The Technical Support Specialist provides direct support to faculty, staff, and students for their IT needs within Engineering. The support includes assistance with troubleshooting hardware and software issues, and provisioning/deploying new or replacement hardware and configuring the required applications for the use within Engineering.  In addition, the incumbent acts as a liaison between customers and the IT group within Engineering to analyze business needs, develop solutions, and lead projects to address customer requests and resolve issues.
 
The Technical Support Specialist will support wireless devices (laptops, mobile devices) to allow connectivity to the Engineering network, support existing and new desktop computers and peripherals, diagnose, solve and repair system and connectivity issues, and support customers by addressing end user questions and issues. The incumbent will work as an extension of the Helpdesk and provide guidance and support as needed for the Helpdesk function. This includes receiving work (tickets) from the Helpdesk for more difficult incidents, and providing guidance and training for Helpdesk resources.
 
Qualifications
Education:
-   3-year Community College Diploma in Computer Programming, Computer Systems, Information Management, Information Technology, or Business Information Systems
-   University Degree in Computer Science or equivalent is preferred
-   Microsoft Office Certifications is an asset
 
Experience:
-   3 years' customer service experience in a similar-sized enterprise environment (250 clients, 4000 or more network devices)
-   Experience working in higher education is an asset
 
Knowledge, Skills & Abilities:
-   Strong written and oral communication skills
-   Works effectively with all client communities including faculty, staff and students
-   Customer service orientated and strives to provide service excellence
-   Ability to prioritize workloads effectively while working independently and as part of the team to achieve required goals and objectives
-   Excellent troubleshooting skills for PC/Mac software, hardware, and peripheral devices (printers, monitors, audio-visual, etc.)
-   Knowledge of image/software deployments, configuring software, configuring hardware, and system administration
-   Experience configuring and using Active Directory Group Policy is an asset
-   Familiarity with developing software packages, scripting and automating repetitive tasks
-   Technical strength in understanding Microsoft Windows configuration (windows 7, 10) and Microsoft Office Products
-   Flexibility with workplace hours as issues or projects require
-   Experience managing projects and demonstrated good judgment and risk taking when performing tasks
-   Ability to create and maintain process documentation and provide training for faculty and staff when needed
-   Dedication to continuous learning and skills development
-   Familiarity with incident ticketing systems and use of remote support/control tools
-   Familiarity/experience with asset management tools, systems and concepts
-   Positive approach to requests, issues and continuous team process improvement


Interested applicants are asked to visit: www.workingatwestern.uwo.ca to apply online to job reference #7894 by midnight, September 14^th, 2016.
                                                          
The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Aboriginal persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.
 
Accommodations are available for applicants with disabilities throughout the recruitment process.  If you require accommodations for interviews or other meetings, please contact Human Resources at hrhelp@uwo.ca or phone 519-661-2194.
 
We thank all applicants for their interest; however, only those chosen for an interview will be acknowledged.