Job Title
Solutions Centre Technician (Full-time, Continuing)
About the University
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Work where the world comes to create, discover and learn.
We are one of Canada’s top universities and leading research institutions. With more than 8,000 undergraduate and graduate students, two campuses (Lethbridge and Calgary), seven faculties and schools, and more than 2,500 employees, ULethbridge is Lethbridge’s second largest employer. Faculty and staff come together to contribute, each in their own way, to establishing ULethbridge as Canada’s destination university. In 2022, Lethbridge was recognized as one of Canada’s top small cities.
Work where the world comes to create, discover and learn.
We are one of Canada’s top universities and leading research institutions. With more than 8,000 undergraduate and graduate students, two campuses (Lethbridge and Calgary), seven faculties and schools, and more than 2,500 employees, ULethbridge is Lethbridge’s second largest employer. Faculty and staff come together to contribute, each in their own way, to establishing ULethbridge as Canada’s destination university. In 2022, Lethbridge was recognized as one of Canada’s top small cities.
Position Details
The University of Lethbridge Information Technology Services department is seeking applications for the position of Solutions Centre Technician (Help Desk Technician). This is a full-time continuing position located at our Lethbridge campus.
Reporting to the Client Services Manager, Information Technology Services the Help Desk technician will be responsible for the following duties:
- Provide IT Technical support to faculty, staff, students, alumni, previous and future students, retired faculty and staff, vendors, etc.
- Gather customer’s information and determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem.
- Responsible for receiving, recording and fulfilling Tier 1 requests or routing incidents and service requests reported to the IT Solutions Centre through chat, self-service, phone and walk-in traffic. These incidents and service requests originate from all members of the University of Lethbridge community on campus and off campus.
- Covering a wide range of computer issues, from troubleshooting/installing software, password/account management, ID card printing, Desktop/Laptop/Mobile device support. E-mail troubleshooting and set up support. Microsoft Office, Windows, and Apple operating system support.
- Responsible for answering and troubleshooting issues/requests and escalating to Tier 2 support when required.
Position Qualifications
The successful candidate will have a college diploma or university degree in Computer Science or Information Systems and at least 1 year of experience in Customer Service or Help Desk support.
A+ Certification, Microsoft Certified Professional, or other related certifications are an asset.
The applicant should demonstrate strong customer service skills and have excellent technical knowledge of PC & Mac desktop and mobile hardware, hands-on hardware troubleshooting experience, working technical knowledge of current operating systems for both platforms, ability to operate tools, components and peripheral accessories and to read and understand technical manuals, procedural documentation and OEM guides.
The successful candidate:
- must be a self-starter requiring minimal supervision,
- have a strong customer-service orientation,
- have the ability to effectively prioritize and execute tasks and to conduct research into PC issues and products as required,
- have strong written and oral communication skills,
- have excellent interpersonal skills,
- have the ability to effectively present ideas using user-friendly language,
- have experience delivering software/hardware training to end-users is an asset.
The successful candidate will be required to provide a satisfactory Criminal Record Check.
Starting Salary Range (at 1.0 FTE)
$4,576.00 - $5,114.00 monthly
Full Salary Range (at 1.0 FTE)
$4,576.00 - $5,652.00 monthly (AUPE - Grade 9)
Campus
Lethbridge
Employment Group
AUPE
Position Category
Other
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