IT Support Technician

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Faculty of Science

Position Summary:
Under the direction of the immediate supervisor, provides, in person, IT support and performs technical tasks related to the maintenance of an area’s IT resources including desktop computers, laptops, PDA, smartphones and peripherals. Installs, configures, tests and upgrades computer hardware and software. Acts as resource person and resolves problems. Performs technical demonstrations and shows others what to do. Maintains computer equipment and performs adjustments and minor repairs. Maintains documentation and records.
Major Duties and Responsibilities:

• Performs immediate-to-advanced services to install, move, add or change hardware roll-outs and refreshes, and other hardware deployment related activities on personal computers, laptops, printers, point of service devices, etc. Ensures connectivity with file servers, email servers, application servers and administrative systems.

• Develops and implements technical procedures on how to quickly and efficiently address customer problems to limit downtime. Determines any changes to configurations, installations or hardware specifications during onsite encounters of unique situations and implements these changes as required. Documents and communicates these changes to the team. Troubleshoots and researches IT problems with quick and efficient response time.

• Provides face to face, timely and efficient support to McGill students, staff and academics regarding a wide variety of IT resources (audio visual equipment, podium equipment and connectivity for classrooms, student labs, and public areas), procedures and activities. Educates clients to avoid recurrence.

• Works as technical liaison between clients and IT units. Make recommendations to customers and explains solutions in non-technical terms.

• Creates and maintains disk images for mass deployment to both public and staff computers on campus. Provides disk images to vendors contracted to provide desktop computers, laptops and tablets for sale in the University computer store.

• Loans out audio-visual equipment using specialized software.

• Contacts vendor support to resolve hardware and software issues and concerns. Liaises with related IT units for problem resolution. Remains in communications with customers and vendors regarding the status of their issue. Liaises between customers, technicians and vendors. Recommends purchases of equipment and materials to ensure they meet with IT services guidelines. Maintains databases and prepares documentation related to activities of the unit.

• Prepares reports. Analyses and discusses results and their interpretation with others. Maintains records and files. Maintains and updates departmental documentation for accurate and efficient troubleshooting.

• Performs adjustments and minor repairs. Arranges for and follows up on major repairs and servicing.

• Keeps abreast of new developments in the field to update skills and knowledge.

• Uses equipment such as computers, audio-visual equipment, printers, computer diagnostic tools, mobile devices, external storage, projectors, smartboards, classroom management panels, etc.

The list of duties and responsibilities outlined above is representative and not a complete and detailed list of tasks which may be performed by an employee whose position has been matched to this generic job description.
Other Qualifying Skills and/or Abilities:

Demonstrated experience providing IT services including supporting operating systems (Windows and MacOS), configuring basic networking (Wi-Fi, DNS, DHCP, VPN, 2FA, Active Directory domain) and servers backup. Experience working in a laboratory environment is an asset. Must be client-focused and service-oriented, with a proven ability to build constructive work relationships with a variety of clients including professors, staff and students. Proven ability to work independently and as part of a collaborative team. High level of professionalism and discretion at all times. Excellent time management skills and demonstrated organizational skills ability to prioritize and multi-task. Demonstrated ability to take initiative and problem-solve while remaining calm under pressure. Proven ability to work with a variety of computer applications, including Python installation and troubleshooting, Acrobat, MatLab, Crystal Report, LabView, Maple, Anti-Virus programs, visual c. and advanced knowledge of Microsoft Office applications (such as Word, Excel, PowerPoint). Knowledge of Capstone lab software and Arduino is a plus. Proven experience learning and adapting to new software and providing support to users. Knowledge of French and English. McGill University is an English-language university where day to day duties may require English communication both verbally and in writing.

Duration: one-year contract

Minimum Education and Experience:

DEC III - Computer Science Technology 3 Years Related Experience /

Hourly Salary:

(MUNACA Level G) $30.28 - $37.52

Hours per Week:

35 (Full time)

Supervisor:

Associate Director of IT

Position End Date (If applicable):

2023-12-22

Deadline to Apply:

2023-01-12

McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, [email protected] .