Intermediate Specialist, It Support

Job Type:

Employee

Duration in Months (for fixed-term jobs):

18

Job Family:

IT Support

# of Open Positions:

1

Faculty/Service - Department:

Research, IT Solutions

Campus:

Other

Union Affiliation:

UOITP

Date Posted:

August 28, 2023

Closing Date:

September 08, 2023

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above

Hours per week:

35

Salary Grade:

UOITP Grade 10

Salary Range:

$72,368.00 - $89,979.00

About Information Technology:

Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength are the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome.

In a nutshell: working here is challenging and rewarding. It’ll bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all this minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Position Purpose

This position involves both software development and technical support. Reporting to the Senior Manager, Information Technology, the incumbent provides a wide range of IT services, including software development, advanced technical support and virtual server management.

In this role, your responsibilities will include:

• Software development and customization: Conducts research on, proposes, designs and develops cutting-edge systems and software for the University. Creates and tests communications interfaces between laboratory equipment and computers, to facilitate data entry. Installs, tests and upgrades software to ensure it’s up to date, duly registered and rolled out effectively to clients. Makes modifications or improvements to databases, web applications and digital tools, to configure them for installation and improve and adjust their operation according to users’ particular needs.
• Purchasing advice: Conducts research and assessments and makes recommendations concerning acquisition of new IT equipment, to ensure that clients have the tools they need. Takes part in hardware and software purchasing decisions.
• Client consultation and training: Offers advice and training on optimal use of computer hardware and software, to promote effective, efficient use by clients. Plays an active role in developing guidelines and takes part in planning, priority setting, adoption and appropriate product use by end users. Designs and develops related procedures. Advises the user community regarding procedures, to ensure security and data integrity. Trains new staff, as required.
• Server management: Administers servers. Ensures resource management, smooth operations and scheduled backups. Ensures security improvements, monitors performance and updates server software, as necessary. Analyzes and recommends software and hardware upgrade procedures for servers. Assesses situations to begin migration to other server systems, as needed.
• Technical support and consultation: Provides diagnostic and repair services for users of hardware, software, infrastructure, peripherals and other devices (mobile devices, distance learning and audiovisual conferencing tools, etc.). Serves as a resource person for the University as a whole regarding technical support requests. Uses troubleshooting and diagnostic tools to isolate problems affecting workstations. Publicizes University standards to ensure consistent security and data integrity. As required, assists computer laboratories.

What you will bring:

• Experience in software development.
• Ability to keep abreast of new, emerging technologies.
• Experience with operating systems, to install such systems and diagnose and solve problems.
• Experience in server management.
• Ability to prioritize own tasks.
• Substantial knowledge and experience in a field related to university or scholarly research.
• Ability to communicate technical concepts to a lay audience.
• Bilingualism — English/French (spoken and written).
• Analytical skills, to remotely diagnose and solve problems with hardware, software and peripherals.
• Knowledge of office software, to provide technical support and assist users.
• Knowledge of hardware, software and peripherals, as well as IT security guidelines and standards.
• University degree or college diploma in computer science, information technologies or a related field, or an equivalent combination of education and experience.
• Knowledge of networking protocols and technologies, to configure networks and solve connectivity problems.
• Knowledge of mobile devices, distance learning tools and audiovisual and scholarly hardware.
• Five years’ technical support experience.
• Experience working in a client service-oriented environment.

Key Competencies at uOttawa:

Here are the required competencies for all or our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.

Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.

Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.

Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact [email protected] to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.