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IT Technician, Human Performance Lab, Faculty of Kinesiology

Job ID: 19246

Updated: September 11, 2019

Location: Main Campus

Position Overview

The Human Performance Lab in the Faculty of Kinesiology is currently seeking a Full-time Regular IT Technician .

Reporting to the Lab Manager, Human Performance Lab (HPL), this position will vary from frontline technical support for PCs, phones, and classroom/conference equipment, to technical consulting with clients on procedures and equipment acquisition that best meet business requirements. The job is driven by activities and users which may require some evening, weekend, and early morning hours.

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

Client Services

  • Deliver timely and effective services
  • Ensure that user expectations are clearly communicated and met
  • Stay current with latest technology trends and University standards
  • Responsible for properly recognizing the urgency and impact of service requests, and responding by escalating to management, providing service directly, or directing request through standard channels
  • Provide technical advice and support to clients in alignment with IT standards and business priorities
  • Ability to relate technical information to clients without a technical background clearly and effectively, and to translate non-technical customer requests into appropriate language for other teams
  • Proven ability to provide customer support via telephone, email and remote software tools in addition to in-person support
  • Ensure the timely and effective transfer of client requests to and from IT teams in other specializations
  • Strong analytical and problem solving skills are required and the ability to assess information, reflect on events, feedback and other information in order to analyze and resolve incidents
  • Active listening skills

Service Delivery

  • Ensure the timely and effective resolution of technical issues, either personally or by involving other team members when appropriate
  • Follow standard procedures for the tracking and escalation of incidents
  • Adhere to IT policies and develop new documentation as required
  • Show ability for detail work by assisting with recordkeeping or updating knowledgebase documentation as required
  • Train users in the use of various technologies, with the goal being user competence and independence
  • Is responsible for determining the best course of action to satisfy client requests
  • Take the initiative to implement improvement in procedures or equipment without specific requests in order to provide ongoing service improvement for clients
  • Responsible for business critical support with a high impact of error
  • Responsible for communicating with management to coordinate the assignment of additional resources and support as required by service request volume

Relationships/Collaboration

  • Develop and maintain positive working relationships within the IT group and with clients
  • Liaise closely with other departments within IT to facilitate efficient workflow
  • Work within or exceed the commitments made to the university community
  • Ensure that all actions are aligned with the organization's strategic direction, ethics, values and professional standards
  • Pleasantly and respectfully interact with co-workers, supervisor, members of the University community
  • Provide guidance and expertise to the business unit in terms of equipment purchasing and staff provisioning
  • Able to represent their client's specific needs to the greater IT community, recommending change to methods, procedures and practices
  • Work with clients on an ongoing basis to encourage best practices in terms of business procedures and practices

Qualifications / Requirements:

  • 4-6 years of related experience directly related to deskside, server, helpdesk, and computer lab support.
  • Related post-secondary degree and/or technical courses and training in desk-side/lab support, audio-visual, and/or video conferencing technology
  • Solid understanding of networking principles
  • Undergraduate degree or Technical School diploma in a related field
  • COMPTIA< MCP certificate is a benefit
  • Apple Certification with intermediate Mac Skills
  • ITIL Foundations V3 certification is a benefit
  • Working knowledge of current IT tools (example: ServiceNow Ticketing System, SCCM) an asset
  • Classroom/conference audio visual technologies (including videoconferencing/recording)
  • Advanced desktop and peripheral technical support skills
  • Standard printer/multifunction printer network configuration and troubleshooting
  • Standard support for mobile devices/smart phones (iOS, Android)
  • Strong user knowledge of standard operating systems (Windows, Mac OS) and software packages (Office, Project, Internet Explorer)
  • Network troubleshooting skills (wired, wireless and VPN)
  • Telephone troubleshooting skills (traditional and IP)
  • In depth technical knowledge of the University's standard technical services and configurations
  • Lead technical resource for assigned area's specialized equipment and services
  • Effectively support and solve issues involving complex systems with many dependencies
  • Ability to perform to a high standard with minimal direction
  • Must utilize effective decision making skills to prioritize a large volume of service requests to provide the best overall service experience for clients
  • Effective time management is critical for this role
  • Must document processes and activities clearly and concisely
  • Must possess excellent customer service skills
  • Ability to effectively manage stress in a demanding environment with high workload
  • Ability to perform heavy manual labor work related to the equipment
  • A valid driver's license is an asset
  • Ability to prioritize own workflow and scheduling based on client demand
  • Ability to work independently and as part of a team
  • Ensure that the supervisor is kept informed of activities and progress of work; share information regarding projects and activities with others
  • Take responsibility for his/her own learning and skills development
  • Ensure regular work attendance and timely reporting for start of shift
  • Advanced Server knowledge and Microsoft Server configuration skills
  • Knowledge and understanding of backups
  • Knowledge and understanding of storage arrays and network file systems
  • Virtualization experience
  • Experience working with Cloud based solutions
  • Ability to troubleshoot and resolve server and network issues
  • Knowledge of Firewall and Switch technology
  • Experience with Multi Factor Authentication

Application Deadline: September 23, 2019

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

Additional Information

This position is part of the AUPE bargaining unit, and falls under the Technical Job Family, Phase 2.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website. For more information about the Faculty of Kinesiology visit Careers in the Faculty of Kinesiology.

About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit ucalgary.ca.

The University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their professional success while they are here. We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.

 

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