Technical Support Specialist - Web and eLearning Applications

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 Department of Western Technology Services (WTS) is a central source committed to providing high-quality, cost-effective technology solutions and services to the campus community in support of the teaching and research missions of the University. WTS works collaboratively with other IT groups within Western's faculties and support units to leverage central supported technology solutions and services where it makes sense.

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.

Responsibilities

The Technical Support Specialist - Web and eLearning Applications is a key member of the Services & Application Support Team. The role is responsible for coordinating support and documentation for the current Web Content Management System (WCMS), Learning Management System (LMS) and other associated services and applications with the assistance of other WTS staff. The role ensures that the faculty, staff and students who use these applications have the required documentation, training and support to develop and maintain their websites, online course material or any associated services and applications.

Qualifications

Education:
-   College Diploma in information technology field or a university degree with a minor in an information technology field
-   Community College Diploma in Computer Systems Technology or University Degree in an Information Technology field preferred

Experience:
-   3 years experience in WCMS and LMS technical support in an academic IT environment
-   3 years experience in customer service in an academic IT environment
-   Previous technical support experience with Western's current WCMS, the current Western Web Design guidelines and accessibility web requirements for higher education preferred
-   Previous technical support experience with Western's current LMS preferred
-   Previous technical support experience with other WTS services and applications preferred

Knowledge, Skills & Abilities:
-   Ability to work independently and collaboratively in a team environment
-   Seeks and shares relevant information, opinions, and judgments
-   Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions
-   Applies new knowledge and skills to practical use on the job; furthers learning through experience in practicing new approaches and behaviors
-   Strong presentation skills with demonstrated ability to conduct training sessions and instruct others
-   Strong customer service skills to handle inquiries and  resolve issues in a professional and timely manner
-   Ability to understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy those expectations
-   Ability and willingness to stay abreast of technological developments in HTML, WCMS, LMS and accessibility requirements
-   Expertise with various web and graphic design software
-   Knowledge of computer system administration, including computer networks, operating systems, and application software
-   Ability and willingness to stay abreast of technological development and adapt efficiently to emerging priorities
-   Demonstrated oral and written communication skills to effectively interact with technical and non-technical users from internal contacts up to senior management
-   Ability to write clear, concise procedural documentation
-   Able to build and maintain lasting relationships with other departments and key business partners
-   Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines

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 at hrhelp@uwo.ca or phone 519-661-2194.

Please Note:

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


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