Client Support Specialist

About Western

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth.  We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

About Us

The Housing and Ancillary Services Information Technology (HAS IT) team seeks to implement secure, innovative, cost effective and client-centric technology solutions strengthening operational efficiencies, communication and business continuity for the division and external partners. HAS IT works collaboratively with campus partners and across HAS units to leverage existing and new technology solutions to unify division-wide IT systems and streamline services.

Responsibilities

The Client Support Specialist delivers a high quality blend of telephone, email, remote desktop and in-person technology support services that are sensitive to the specific operational requirements of each business unit within the Division of Housing & Ancillary Services. The Client Support Specialist provides technical support for audiovisual (AV) equipment and systems in classrooms and special events within the organization. This position requires flexibility in working hours, including daytime, evening, and weekend shifts to accommodate the varying needs of events and academic schedules. The Client Support Specialist works collaboratively with Network Operations staff to research, plan, design, purchase, secure, deploy, maintain and support the end-user equipment and networking infrastructure. Each member of the Computing Services team is committed to providing a safe, reliable and secure computing and mobile environment for administrative staff.

Qualifications

Education:

• Undergraduate University Degree or College Diploma
• An Information Technology (IT) related University Degree or College Diploma is preferred

Experience:

• 1 year experience providing phone, email and face-to-face technical and computing support to administrative staff in a business environment 
• Preferred: 
  • 3 years of experience providing phone, email, remote control and face-to-face technical support to administrative staff in an educational environment
  • Familiarity with various AV technologies such as projectors, sound systems, video conferencing tools, etc.
  • Experience writing technical documentation for technical and non-technical users
  • 1 year work experience in antivirus use and imaging software 
  • 1 year experience supporting mobile devices such as tablets and smartphones
  • 1 year work experience installing computer hardware components (memory, hard drive, video card, power supply, etc.)
  • Experience in providing end user computing training in one on one and group situations
  • Experience supporting software and hardware of CBORD cash registers

Knowledge, Skills & Abilities:

• Knowledge of hardware, software and network connectivity troubleshooting
• Proficient in MS office suite, spyware removal tools, Antivirus, firewall, email and imaging applications
• Current knowledge of operating systems: Windows and Mac OS
• Understanding of the concepts and application of workstation security
• Demonstrated ability to understand customer needs and expectations and provide excellent customer service
• Detail-oriented with an ability to function and process information with high levels of accuracy
• Problem solving skills with a sense of urgency in resolving issues and getting tasks completed 
• Excellent written and oral communication skills to clearly express ideas in an objective manner, and adapt communication style to suit the situation and audience Possess a reputation for resourcefulness with a strong sense of accountability and initiative
• Ability to perform duties in a professional and courteous manner, while producing high quality work outcomes 
• Demonstrated ability and willingness to stay abreast of technological developments and adapt efficiently to emerging priorities
• Ability to interact and build successful relationships with a diverse team and clientele
• Ability to evaluate and determine priorities that are subject to change
• Demonstrated ability to work independently and collaboratively in a team environment
• Must have a valid driver’s licence

Western Values Diversity

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process.  If you require accommodations for interviews or other meetings, please contact Human Resources or phone 519-661-2194.

Please Note:

We thank all applicants for their interest; however, only those chosen for an interview will be contacted.