IT Support Technician

OVERVIEW
About the Organization

The University Students’ Council (USC) is the official student association for more than 30,000 undergraduate students at Western University. Incorporated in 1965, we are widely viewed as one of the most reputable and effective student associations in North America. With a $30 million dollar operating budget, 40 full-time staff, and hundreds of part-time student staff and volunteers, the USC provides a robust offering of programs, services, and operations that significantly contributes to Western’s best student experience. 

We own and operate two restaurants, a clothing retail store, and a movie theatre; we facilitate the undergraduate health and dental plan, the student transit pass, and late night shuttle busses; we run major events including Western’s Orientation Program, the Purple Concert Series, and Beer Fest; we provide peer support through a comprehensive peer network, the Peer Support Centre, and our on-campus Food Bank;  and at our core, we are an advocacy organization, representing the voices of Western undergraduates to the university and all levels of government. 

Our organization is led by a team of six student executives who work full-time on one-year terms. With the endorsement of the USC’s 46 student councilors and support of the USC’s 8 student directors, the student executive directs all activities of the USC.

The USC offers a dynamic and exciting work environment, and an unparalleled place to grow as a professional and a person. With generous benefits, extensive professional development opportunities, and a highly supportive work culture, we pride ourselves on being a great place to develop and contribute to a meaningful cause. Our full-time staff are inspired by our ambitious and energetic student leaders every day to work passionately and collaboratively to achieve our mission and vision: to enhance the educational experience and quality of life for all undergraduates at Western and that students have the power to change the world. Our core values dictate that we are democratic, inclusive, student led, accountable to our students, and operate with integrity. 

Job Title: IT Support Technician 

Immediate Supervisor: Senior Manager, Information Systems

Division/Department: Information Systems Grading: Band 4

Position Summary:  
The I.T. Support Technician will be responsible for providing support to end users on a variety of desktop hardware and software issues. They will also assist the Senior Manager, Information Systems in identifying service gaps, researching alternatives, implementing solutions, and providing training to all USC staff.

Position Responsibilities:  

OPERATIONAL

• Use troubleshooting and problem-solving skills to resolve hardware, software, and network issues on PCs, Macs and Windows Servers.

• Prevent issues by patching systems, managing backups, and maintaining best practices.

• Research and evaluate new tools, processes, and methods for continuous operational improvement. Identify potential issues and recommend opportunities to enhance our infrastructure.

• Strong organizational and time management skills are key to success in this role. 

• Direct or participate in various types of special projects, including cyclical technology refreshes, ongoing initiatives, and one time projects. 

2. ADMINISTRATION

• Maintain an accurate inventory of computer systems and peripherals, including registering networked devices with Western’s RAMP system.

• Create documentation and other support resources to ensure the effective introduction of new devices or services.

3. CUSTOMER SERVICE

• The role requires strong interpersonal skills, and the ability to assist clients of varying technical abilities following through to ensure that issues have been completely resolved.

• Provide training and support to end users during the implementation and support phases of all I.S. projects.

• Able to use simple and concise language to communicate complex ideas. Utilize proper grammar and syntax at all times.

Other Responsibilities as assigned by the Senior Manager, Information Systems

REPORTS TO: Senior Manager, Information Systems

CONTACTS:

INTERNAL: USC Managers, Staff, Executives, AVP, Coordinators, and Interns

EXTERNAL: Consultants for technical support.

EDUCATION:

• Two year I.T. Support Diploma or equivalent experience.

EXPERIENCE: 

• Prior experience in a desktop support / computer repair environment with a strong emphasis on customer service is ideal but not required.

OTHER CONSIDERATION/SKILLS:

• Must possess strong communication skills, ability to self-motivate, willingness for continuous learning, skill in learning how to use and implement new technologies. Must be prepared to work a flexible schedule including occasional evenings and weekends.

WORKING CONDITIONS:

• On-site in-person interaction with staff in an office and mixed-retail environment. 

• Mix of seated computer work, standing for long periods of time, and stoop/crouch/kneel activities. Lifting / moving of light materials.
  
  Please submit your application by July 3rd, 2022 to: 

  https://westernusc.forms-db.com/view.php?id=447499