I.T. Support Specialist - Level 2

Position description

The Information Technology Support Specialist
- Level 2 will provide support to the Mount Allison University community and external clients with whom the university has an agreement or contract through the installation, maintenance, support and repair of all computers, printers and related hardware and software. As top-tier technical support for the User Services division in the Computing Services Department this position will also provide Level 1 Network support: diagnosing problems;

installing network equipment – including cabling, switches and wireless access points; and repairing network jacks. The I.T. Support Specialist
- Level 2 will also be required to maintain up to-date knowledge and certifications for PC and Apple products while providing direction and technical guidance to Student Computer Technicians and Helpdesk staff.

Position Responsibilities Inventory, configuration, repair, maintenance, installation of Computers: over 1400 computers, both PC and Apple in enterprise and non-enterprise environments on campus and on client premises

Inventory, configuration, repair, maintenance, installation of Peripherals and Mobile Devices: printers, scanners, iPhones, iPads, POS devices, etc.

Installation/Support/Evaluation of multiple software products: MS Office, SCCM, SharePoint, etc.

Support for Helpdesk Analysts – Answer questions and assist Helpdesk with difficult issues

Troubleshoot and resolve issues assigned by the Helpdesk Product assessment, consultation and quote preparation for product purchasing

Warranty level hardware support to meet contractual obligations with vendors

Maintain a high level of customer service and support

Assist the Network Administrator, including switch and wireless access point troubleshooting

Maintain confidentiality of university and client data including personal, financial, back-up and recovery

Maintain Multiple Databases, including CSD incident and asset management system

Helpdesk, student and end user training including preparation of user manuals

Recycling of old computers including secure data removal

Support of Mount Allison University owned home computers

Billable tickets for non Mount Allison customers

Network support for residence, including jack installation and repair

Create and maintain Service Level Agreement documentation

Assess University needs to create, maintain and distribute computer and lab images

Basic troubleshooting for walk in students

Assist in the development of long range planning for new projects and computer needs

Supervisory responsibilities

Student Computer Technician hiring, training and supervision

Key relationships and contacts

Day to day personal contact with all members of the University community

Maintain contacts with 3rd party repair centers

Maintain relationships with service managers and sales representatives of preferred vendors

Problems that cannot be resolved are reported to the vendor for in-depth analysis and future patch releases

Regular contact with external clients

Decision-making, problem-solving

Ability to prioritize and handle multiple competing tasks

Strong analytical skills with high technical aptitude

Top-tier problem solving abilities with strong troubleshooting skills and keen attention to detail

Assist with vendor RFP preparation and evaluation

Ability to assess technical and user requirements and recommend solutions

Continuing Study Acquire and maintain certifications on University and client standard hardware.

ConcentrationA moderate degree of concentration is required in disassembly and assembly of laptops and other hardware

Physical Demands Ability to lift up to 23

Kg on a regular basis with the occasional requirement to lift more than 23

Kg Accountability Handle  equipment valued over $1000 on a regular basis

Ensure data is backed up and secure when working on employee and customer computers

Ensure hard drives are properly wiped or destroyed prior to disposal

The I.T. Support Specialist works independent of management with regards to work prioritization and resolutions, except in exceptional circumstances

Reporting takes place through the incident management system

Responsible for ultimate problem analysis,…