Note: This position’s work schedule will be from 11:45 a.m. to 8:00 p.m.

The University of Ottawa—A crossroads of cultures and ideas

The University of Ottawa is home to a dynamic community of over 50,000 students, faculty and staff, who live, work and study in both French and English. Our campus is a crossroad of cultures and ideas, where bold minds come together to inspire game-changing ideas. We believe in the power of representation, and that increasing the diversity of our faculty and staff supports this objective. Our goal is to provide students with the best possible learning experience, in an environment that reflects the diversity of its people, their ideas, and their identities.

We are one of Canada’s top 10 research universities—our professors and researchers explore new approaches to today’s challenges. One of a handful of Canadian universities ranked among the top 200 in the world, we attract exceptional thinkers and welcome diverse perspectives from across the globe. Our employees come together around the shared purpose of constant improvement, personal development, service excellence, teamwork and a passion for learning with a desire to make uOttawa and the world a better place. Everyone's contributions are valued, we all play a part in making uOttawa a world-class institution. Most importantly, we make it possible for you to achieve your full potential. Because at uOttawa, you belong!

This position may be eligible for a telework arrangement. Learn more about our telework guidelines.

About Information Technology

Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength are the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome.

In a nutshell: working here is challenging and rewarding. It’ll bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all this minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Position Purpose

Reporting to the Senior Analyst, IT Support, is the first point of contact for end-user computing support. Provides front line technical support and troubleshooting for computing problems related to end-users. Records all incidents, including initial client information, troubleshooting information and incident escalation using the problem management system. Collaborates closely with other IT professionals to ensure achievements of service level objectives.

In this role, your responsibilities will include:
Technical Support: Provides first-level technical support services to address the needs of clients in a networked environment. Analyzes, isolates, debugs and solves problems by providing corrective action to technical problems (both hardware and software). Installs, tests and upgrades software and hardware. Plans detailed expansion and modifies operating system parameters to accommodate expansion and permit access to network services.

Operating Systems: Manages and troubleshoots network access rights. Creates and deletes computer accounts for both internal and external clients. Administers the printer queues, detects and troubleshoots printer problems. Troubleshoots hardware and software problems for end-users. The incumbent avoids transferring incidents/service requests to second level support by providing resolution on first contact to customers whenever possible.

Documentation: Develops and maintains meaningful records. Prioritizes incidents and requests. Records and documents all incidents and client requests including software and hardware problems, system crashes as well as client information. Assesses the impact of the incident to determine its severity upon the organization. Generates a solution for the client using the problem management system. Documents, develops and maintains information and frequently asked questions for the problem management system, knowledge base as well as self-serve information available on the CCS Web site. Writes and suggests articles for the CCS news bulletin

Work Assignments: Escalates incidents/problem to CCS resources or to the higher levels analyst for resolution. Identifies service deviation, problems where root cause is unknown and incidents that have no available work around. Seeks and identifies the resource that has the accesses, rights, privileges and expertise to solve reported incidents and requests and the resource that will ensure effective and expedient resolution. Identifies when incidents require an on-site visit and the problems needing a 2nd level of intervention. Use discretionary judgment to escalate problem incidents to senior resources when immediate action is required

Service Development: Works closely with the Manager and Senior Analyst to improve the efficiency of the Computing Help Centre operations by providing suggestions and input for service improvements. This includes demonstrating initiative in collectively improving working methods for the Centre.

What you will bring:
College Diploma in Computer Science, Information Technology or related field or equivalent experience.

Minimum 2 years of experience in a technical support role.

Knowledge of computer hardware, including personal computers, smartphones, tablets, printers and other IT peripherals.

Knowledge of the basic principles of data security and access (MFA, anti-virus, anti-spam, SSO, Microsoft AD, etc.).

Experience in using MS Office suite (Office 365, Excel, Word etc.).

Knowledge of the University’s established IT strategies, policies and procedures and how to apply these to client requirements.

Experience providing technical support by phone, chat and in person.

Experience in using various ITSM software and in managing tickets.

Experience in supporting PC and Apple operating systems (Windows, Mac OS).

Experience in supporting mobile devices (iOS, Android).

Experience in troubleshooting TCP/IP, IPX and VPN networking protocols.

Experience in using internet tools and browsers.

Ability to communicate technical concepts in a non-technical manner.

Ability to use and search through knowledge bases to support users.

Ability to proactively keep abreast of new emerging technologies.

Ability to foster professional relationships with clients.

Ability to work evenings.

Bilingualism - French and English (written and spoken).

Key Competencies at uOttawa

Here are the required competencies for all or our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realise an objective or a project. Plan and organize own work and priorities in regular daily activities.

Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.

Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.

Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

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