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Computer Technician 2, Applications + Client Support

Reference ID: SA061-2018

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Permanent Full-Time Position

8:30am to 4:30pm / Monday to Friday

Pay Grade G ($46,967 to $50,283 per annum)

 

 

 

Applications are invited for Computer Technician 2, Applications + Client Support to be responsible for providing front line application support to end users and consumers of the institutional ERP system and connected components. Through the prioritization and management of assigned tickets, the Computer Technician ensures that client issues are resolved using established methods or best practices, within prescribed deadlines. As a member of the IT Help Desk, the Computer Technician may participate in monitoring the overall IT ticket queue, assigning tickets, and following up on other team member's tickets. The Computer Technician escalates technical issues as appropriate in a timely manner. Applicants will have:

 

  • Two-year diploma in computer technology.
  • Minimum three years’ experience providing client support by solving application, account, browser, OS, network, and equipment issues.
  • Or an equivalent combination of education and experience.
  • Experience resolving client tickets as a Help Desk team member.
  • Core networking technology knowledge and troubleshooting ability. CompTIA Network+ Certification is preferred.
  • Working experience with Mac OSX, iOS, Windows and Android OS required.
  • Experience supporting software including MS Office, email clients, and various internet browsers.
  • Experience supporting SharePoint.
  • Experience supporting ERP Applications (e.g. Ellucian Colleague) preferred.
  • Ability to work both independently and as an effective team player.
  • Ability to adapt and apply new technology.
  • Proven systems, equipment, network, software diagnostic and problem-solving skills.
  • Excellent organizational, time management, and multitasking skills.
  • Strong verbal and written communication skills, including the ability to clearly communicate technical concepts and processes to clients.
  • Strong service orientation and the ability to maintain rapport with clients.

 

Some Typical Duties:

 

1       As a team member of the IT Help Desk, monitors and manages assigned tickets and provides assistance to clients through various channels. Prioritizes assigned tickets, meets ticket deadlines, and seeks assistance from the team when unable to resolve tickets. Regularly monitors outstanding tickets to ensure progress is made towards a resolution and clients are informed of progress. Uses clear and concise written communication to both document ticket work, and provide clients with information and status updates.

2       May participate in monitoring the overall IT ticket queue, assigning tickets, and following up on other team member's tickets. Contributes to the ongoing improvement of client services and Help Desk operations.

3       Provides client support via troubleshooting and triage for ERP and related applications including electronic documentation, access cards and emergency notification systems. Follows established department procedures, configurations, and best practices.

4       Under the direction of the Manager, Institutional Research + Applications, collaborates on, and maintains system documentation, technical and procedural information, instructional/training documents, and FAQs in a variety of formats including WIKI, HTML, and PDF.

5       Represents the work area at departmental and other meetings as required. Researches and recommends hardware and software purchases when requested.

6       Maintains centralized documentation of existing Colleague procedures documentation and acts as a resource to users to support developing and documenting new and revised procedures.

7       Stays current with developments and changes associated with the Colleague system and connected components.

 

To apply for this job, please visit https://ecuad.peopleadmin.ca. Competition closes on Friday, 16 November 2018.


Posted: October 30, 2018
Closes: November 16, 2018