Client Support Specialist (Helpdesk)

Classification & Regular Hours

Hours per Week: 35

Salary Grade: 13

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth.  We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

About Us

The Schulich School of Medicine & Dentistry provides outstanding education within a research-intensive, distributed learning environment where tomorrow’s physicians, dentists and health researchers and other scholars learn to be socially responsible leaders in the advancement of human health.  The Schulich School of Medicine & Dentistry is the largest Faculty on the Western University campus and employs over 1,800-part time and full time faculty and over 1,500 staff.  

Responsibilities

The Technology Support Specialist – Helpdesk is a critical member of the Client Services support team within Information Services (IS) at Schulich. The role is the main point of contact and is responsible for providing 1st level technical support for all services and applications supported by IS including major technologies such as File & Print services, Email, Web Content Management (Cascade) and a number of enterprise applications used in the administration of the School. The role ensures that the faculty, staff and students who use these services and applications have any technical issues resolved in a timely fashion either directly by the role or with assistance from 2nd level support within the team or from others within IS.   

Qualifications

Education:
-    College diploma in Information Technology or related field  
-    University degree in Computer Science is preferred
-    A+, MCP and other relevant technology certifications would be an asset

Experience:
-    1 year of experience providing technical support and customer service  
-    3 years of experience providing technical support and customer service is preferred  
-    Experience in an academic/health care environment would be an asset 

Knowledge, Skills & Abilities:
-    Proven knowledge and excellent technical troubleshooting skills in common desktop software such as Microsoft Office, Novell GroupWise and modern web browsers 
-    Strong skills in using and supporting modern desktop and mobile Operating Systems including Windows, Mac OS, iOS, Android and Blackberry OS 
-    Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions 
-    Ability to apply new knowledge and skills to practical use on the job; furthers learning through experience in practicing new approaches and behaviors 
-    Strong customer service skills to handle inquiries and resolve issues in a professional and timely manner 
-    Ability to understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy those expectations 
-    In depth knowledge of computer system administration, including computer networks, operating systems, and application software 
-    Basic knowledge of email delivery technologies such as SPF records 
-    Ability and willingness to stay abreast of technological development and adapt efficiently to emerging priorities 
-    Demonstrated oral and written communication skills to effectively interact with technical and non-technical users from internal contacts up to senior management 
-    Able to build and maintain lasting relationships with peers, customers and key business partners 
-    Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines 
-    Maintains and applies up-to-date knowledge of discrete and integrated information systems elements relevant to your area of responsibility (hardware, software, and network) 
-    Proven ability and natural inclination to interact with people in a professional, respectful and diplomatic manner 

Western Values Diversity

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process.  If you require accommodations for interviews or other meetings, please contact Human Resources at hrhelp@uwo.ca or phone 519-661-2194.

Please Note:

Effective September 7, 2021, all employees and visitors to campus are required to comply with Western's COVID-19 Vaccination Policy.

We thank all applicants for their interest; however, only those chosen for an interview will be contacted.


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