Technology Support Specialist

Primary Purpose: To provide campus wide technology and audio-visual (AV) support to faculty, staff, and students. The successful candidate will guide and support clients in the effective use of technology encompassing audio-visual, multimedia equipment, endpoints, and campus services. The Technology Support Specialist applies strong customer service and communication skills to deliver verbal and written information while assisting technical and non-technical users; the specialist works collaboratively with stakeholders and team members from across campus to provide a high level of exceptional customer service.

Nature of Work:. This position provides an opportunity to work closely and collaboratively with an array of engaging clients/projects and stakeholders from within USask. We are proud of the supportive and diverse IT Support team we have built. IT Support Services has a strong, ongoing, employee training program with opportunities to take part in mentorship programs and continuous improvement-based committees. We are a busy team with many opportunities to learn, grow and expand one's skill set while providing many career advancement opportunities within ICT. This position will be assigned to support various campus locations as required. Periodic evening or weekend work may be required.

USask values diversity and Indigenous engagement is a strategic priority. In support of this priority, you will actively seek an understanding of diverse perspectives, including incorporating equity, diversity, and inclusion into your work.

Accountabilities

• Support faculty, staff, researchers and students with videoconferencing technology, support for computers, mobile, multimedia, network use, email, common applications, and applications specific to each department, face-to-face or per remote access.
• Delivery, on-site setup, and support of all multimedia equipment including multimedia carts, data projectors, wireless audio systems, monitors and video displays, video streaming and conferencing systems.
• Ensure all IT related support requests are captured and recorded within ICT’s official ticket response tracking system. Prepare activity summary reports.
• Coordinate service requests, matching client needs with available technology solutions.
• Install, manage, and support endpoint equipment based on Windows, Macintosh, and mobile operating systems including iOS, and Android.
• Provide level 1 support and provide support for identified level 2 and 3 issues where configuration solutions have already been documented.
• Gather and analyze information about the user issue and determine the best way to resolve the problem. Escalate issues to the appropriate group, if necessary.
• Follow established processes and document new knowledge in a central location.
• Evaluate documented resolutions and analyze trends for ways to improve future interactions.
• Build a strong rapport with customers.
• Apply diagnostic utilities to aid in troubleshooting.
• Access our local knowledge base and FAQ resources on the Internet/Intranet to aid in incident resolution.
• Develop documentation related to customized tasks, procedures, and services.
• Perform other related duties or projects as required.

Qualifications: The successful candidate will possess technical aptitude, people skills and experience with supporting technology and videoconferencing in a demanding enterprise environment.  A degree or diploma in a relevant field with experience maintaining and operating a variety of technologies would be an asset.

We appreciate that non-traditional career paths may have developed a candidate’s competency, and alternate combinations of education and experience may be considered.