| Location: | London, ON |
| Date Posted: | Feb 05, 2025 |
Job Description
Technology Support Specialist - Help Desk
The WTS Services & Application Support Team is responsible for providing a broad range of 1st and 2nd level technical support for all WTS services and applications available to Western faculty, staff and students.
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
- UNIT OVERVIEW:
- Unit’s Mission
The WTS Services & Application Support Team is responsible for providing a broad range of 1st and 2nd level technical support for all WTS services and applications available to Western faculty, staff and students.
- Key Goals of the Unit
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- To provide ongoing and timely technical support for WTS services to clients either by phone, email, ticket system or in-person
- To provide online documentation for key WTS services and applications
- To provide training for key WTS services and applications
Responsibilities
The Technology Support Specialist – Help Desk is a key member of the Services & Application Support Team. The incumbent is responsible for providing 1st level technical support for all Western Technology Services (WTS) services and applications, primarily related to Western Identity Management (IDM), and also including major technologies such as Email, Telephony, Web Content Management System (WCMS) and Learning Management System (LMS). The Technology Support Specialist – Help Desk ensures that the faculty, staff and students who use these services and applications have any technical questions resolved in a timely fashion either directly by the incumbent or with assistance from 2nd level support within the team or from others within WTS.
Key Accountabilities
REQUIREMENTS TO PERFORM SUCCESSFULLY IN THE ROLE
Key Accountabilities
- Processes requests and resolves issues and questions related to Western Identity Management
- Facilitates password changes for faculty and staff ensuring personal information matches account, processes corporate data access forms, updates Western directory, processes requests for new mailing lists, processes termination of accounts
- Coordination and execution of IDM processes involved with immediate terminations, compromised accounts and corporate data access requests
- Resolves services and applications support questions via the Help Desk phone line, Help Desk email or the WTS ticketing system answering as completely as possible
- Interprets trends of problems and outages and provides concise, accurate information to other technical support either within the team or elsewhere in the department
- Provides administration and technical support of the campus VoIP telephony system
- Provides administration and technical support of the campus Identity Management System (IDM)
- Coordinates and provides technical support of voice mail services for all campus users
- Collaborates with other WTS support staff on questions that are beyond their knowledge base while retaining ownership of the question
- Provides technical support for all WTS services and applications to individual clients
- Creates and maintains all public online documentation for IDM, Telephony and Email technologies
REQUIREMENTS TO PERFORM SUCCESSFULLY IN THE ROLE
- Professional Qualifications & Education
- College diploma in an information technology field or a university degree with a minor in an information technology field
- Relevant Information Technology certifications an asset (ex: A+ certification, Microsoft Certified Professional, etc.)
- University Degree Majoring in Computer Science or an Information technology field
- Experience
- 1 year experience providing technical support and customer service
- Experience providing technical support and customer service in an academic IT environment
- Previous technical support experience with Western’s major WTS services and applications such as Identity Management, Telephony, Email, WCMS and LMS
Why Western?
Western offers a broad and exciting variety of part-time and temporary employment opportunities with ample room for job exploration and growth. Within our beautiful campus, you are part of a progressive work environment that promotes work/life balance including access to our state-of-the-art recreation centre. Apply for an opportunity to be part of the Western community and contribute to its success!
Background Checks
While transcripts are not required for the interview, they are mandatory prior to any offer of employment.
Applying at Western
To ensure that your application is given full consideration, please complete all relevant sections of the application. In addition, you can choose to supplement your application with a cover letter and current resume.
Consideration of applicants will include an assessment of previous performance, experience, and qualifications. Applicants should have oral communication skills in English.
Consideration of applicants will include an assessment of previous performance, experience, and qualifications. Applicants should have oral communication skills in English.
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.
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.
Learn more and Apply
Learn more and Apply