It Technical Support Specialist (Tier 2)

Position Summary

Reporting to the Manager, IT Technical Services, the IT Technical Support Specialist is responsible for providing Information Technology (IT) advice, guidance, and support to the Technical Services area and overall IT Department. The IT Technical Support Specialist also maintains Our client ‘s computer systems hardware inventory, lead computer/lab refresh and deployment projects, perform other specialized projects and develop, test, and install non-academic lab images for all College desktops, laptops and netbooks. The incumbent is responsible for receiving delivery of new IT equipment, ordering replacement parts for College computers and laptops, and processing and arranging the disposal of substandard IT equipment at all College campuses. The incumbent maintains accurate databases and spreadsheets and provides data when requested to the Manager and IT Budgeting and Planning Analyst.

Responsibilities

Image Creation Installation, Testing & Maintenance (non-academic)

Tests and installs all proposed images destined for use on equipment deployed to College employees and specialized student projects in non-academic labs or classrooms including:

• Generates appropriate documentation for all new software
• Analyses image/application functionality and determines if new/upgrade version of image/application operates as per specifications; looks for solutions when conflicts occur
• Collaborates with various vendors technical support specialists to resolve complex application, operating system, hardware and security related issues

Ensures the functionality and security of all images in non-academic environments including:

• Ensures that all problems are documented and that the IT Department is aware of relevant issues
• Works with ITI Department in resolving network issues
• Works with IT Management to ensure license compliance
• Takes corrective action to improve image performance based on recurring problems or issues

Provides advice to users and IT staff with respect to the configuration and operation of non-academic images including:

• Participates in the development and maintenance of technical standards and procedures for other technical staff pertaining to the set-up and use of the image software
• Acts as a technical resources for the organization
• Responds to requests for technical assistance with any aspect of the non-academic images

Project Coordination

Annual academic lab hardware refresh:

• Recommends deployment schedule based on lab availability and class schedule
• Requires the physical ability to move large amounts of computer equipment (approximately 700 computers are installed with corresponding amount removed from labs)
• Prepares equipment for deployment including unboxing and asset tagging
• Sets aside removed equipment from labs for redeployment or recommends disposal based on age and/or condition
• Works with IT Infrastructure staff to ensure network connectivity and configuration
• Removes existing equipment prior to deployment
• Enters all new equipment in Asset Management Database
• Guides a team of IT Technicians, IT Technologists, Media Technicians and Summer Students for a period of three months (June – August)
• Deploys new equipment and properly secures according to departmental practice and Manager direction
• Installs Image on new equipment in labs created by Application Support Specialist
• Ensures project is completed prior to the start of the academic semester and any temporary storage is cleared
• Receives new equipment and stores/organizes to effectively deploy to labs; arranges shipment to other campuses when needed

New Lab Set-up and Special Projects:

• Ensures equipment is properly secured
• Guides a team of technical experts consisting of IT Technicians and IT Technologists when required to respond to College needs for permanent or temporary lab set-up
• Determines available equipment inventory and recommends appropriate device based on need
• Creates temporary academic image until permanent can be created by Application Support Specialist

IT Asset Management and Deployment

• Responding to work order requests from IT Service Desk
• Coordinating shipment to appropriate campus IT Office
• Informing appropriate IT Technologist and Manager, IT Technical Services when equipment has been deployed
• Entering all required product information into Asset Tracking System and updating database when equipment is deployed to college employees and/or location
• Maintaining a detailed spreadsheet documenting all transaction data for all parts that are ordered
• Researching and learning technical details of all new hardware and imparting knowledge to other IT Staff
• Determining warranty status of the item(s) requiring replacement parts by accessing vendor website or contacting vendor directly
• Arranging for defective part(s) under warranty to be sent back to vendor
• Receiving authorization and account number from Manager, IT Technical Support prior to placing an order for part(s) not under warranty and/or when cost is involved; account number is sent to the IT Budgeting and Planning Analyst
• Maintaining inventory of new and re-deployable desktops, laptops, monitors and peripherals

Equipment Disposal

• Receiving all IT equipment marked for disposal from the campus’ IT staff and/or IT Infrastructure staff
• Contacting 3rd party organization(s) to arrange for equipment to be picked up; if any charges are to be incurred then approval from Manager, IT Technical Services is required
• Updating the Asset Tracking System to reflect disposed of equipment
• Ensuring all hard drives are formatted and data is cleared according to approved procedures

Support to IT Technical Services staff and IT Department

• Assisting Application Support Specialist with lab imaging by imparting knowledge of image deployment systems and software
• Acting as a resource to the IT Infrastructure team to solve complex image/application issues that cross both academic and non-academic areas (ie. Windows operating system, Microsoft Office, etc.
• Testing the functionality of wired and wireless network connectivity of College computer equipment
• Performing in and out of warranty part replacement for desktop and laptop computers
• Coaching IT Technical Services staff to familiarize them with new equipment or software upgrades
• Assisting IT Technologists with printer and departmental move projects
• Answering user questions on operation and functionality of College approved software
• Troubleshooting computer related problems including hardware and software problems and performing on-site analysis, diagnosis and repair of College computers, mobile devices, laptops, keyboards and mice

Qualifications/Experience

• Minimum three (3) year Diploma or Degree in a computer related field of study or equivalent. Diploma or Degree in Computer Science or Information Technology is preferred.
• Minimum five (5) years of practical experience in:
• Demonstrated commitment to ongoing personal development and upgrading of technical skills through business activities.
• Usage of electronic diagnostic instruments and diagnostic software
• Strong written and communication skills; previous experience in writing documentation is an asset.
• Demonstrated experience in project coordination.
• Asset management
• Ability to handle multiple and shifting priorities on a day-to-day basis in a timely manner.
• Operating Systems Administration (Microsoft, Apple (MAC))
• Creating computer images within a large scale environment (KACE and JAMF experience is preferred)