Information Technology Dispatcher

About Queen's University

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

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Job Summary

A Brief Overview

Reporting to the Associate Director, IT, the IT Dispatcher provides first point of contact customer service to faculty, researchers, students and staff within the Stephen J.R. Smith Faculty of Engineering and Applied Science, and administrative support to the IT Team. The incumbent will receive and direct initial requests for IT related information and issues, and is expected to provide a live response to every incoming telephone call and live chat. With a focus on high quality customer service, this role is responsible for effectively handling a high volume of calls and prompt requests for service via email and incident ticket simultaneously. The incumbent operates within a triage-based support framework, working closely with the Computer Systems Technologists, and provides level one support services, when available. The IT Dispatcher is also responsible for providing general administrative support to the IT Team including assisting with purchasing requests and other tasks, as required.

This position acts as the first point of contact within the unit to address or refer administrative issues related to connectivity, supplies, and service troubleshooting. This position monitors technology device inventory levels and tracks equipment borrowings. This position creates support tickets, monitors progress, communicates updates to those involved, and closes tickets when resolved. This position also organizes and maintains files and other records.

Job Description

What you will do

Acts as the first point of contact within the unit to address or refer administrative issues related to connectivity, supplies, and service troubleshooting.

Monitors technology device inventory levels and tracks equipment borrowings.


Creates support tickets, monitors progress, communicates updates to those involved, and closes tickets when resolved.


Orders technology devices and/or equipment within specified parameters.


Organizes and maintains files and other records.



• Documents trends and frequent observations to continuously improve assessment practices.


• Other duties as required in support of the department and/or unit.

Required Education

• Two-Year Community College Diploma.
• • in computer systems preferred.

Required Experience

• More than 1 year and up to and including 2 years of experience.
• • Experience in client and/or customer experience functions considered an asset.
  
  
  • Experience with operating systems technologies considered an asset (e.g., Linux OS, Windows OS, AD Forests, Domains, Trusts, DNS, DHCP, Group Policy and Organizational Units, VMware, VM backups tools, etc.).
  
  
  • Experience with software protocols considered an asset (e.g., Active Directory, Domain Controller Administration, LDAP, Shibboleth, etc.).
  
  
  • Experience working at a post-secondary education institution considered an asset.

Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements

• Knowledge and insight of practical methods, techniques, and work processes that is typically acquired through a combination of technical training and/or work experience.


• Provide information that requires technical or administrative explanation or interpretation.


• Attempts to resolve a difficult or challenging interpersonal situation, or overcome resistance to gain cooperation, before referring to others.


• Manage own work effectively and follows through on commitments, using the available resources.


• May distribute work to deliver objectives on time and to the highest standard and help others access resources to support goal achievement.


• Resolve recurring problems and situations using established procedure and guidelines.


• Bring forward problems, obstacles or challenges to work completion in a timely manners so deadlines continue to be met.


• Break down concrete issues into parts and selects best solution from clear alternatives and past practices.
• Acknowledge and respect diverse cultural traditions and beliefs.


• Question attitudes, comments and behaviours which are discriminatory and seeks out appropriate resources to remove these from the workplace.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen's is strongly committed to employment equity, diversity, and inclusion in the workplace and encourages applications from Black, racialized persons, Indigenous people, women, persons with disabilities, and 2SLGBTQI+ persons. In accordance with Canadian Immigration requirements, priority will be given to those who are legally eligible to work in Canada.

The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at hradmin@queensu.ca.