The posting
Job Description
POSITION TITLE: Service Desk Technician – Tier 2
CLASSIFICATION: Classification “V” per Schedule A of the collective agreement
DEPARTMENT: Information Technology Services – Client Services
HOURS OF WORK: Monday to Friday 8:30am – 4:30pm
The University of Windsor is situated on the traditional territory of the Three Fires Confederacy of First Nations: the Ojibwa, the Odawa, and the Potawatomie. We respect the longstanding relationships with First Nations people in this place in the 100-mile Windsor-Essex peninsula and the straits – les détroits – of Detroit.
PRIMARY JOB RESPONSIBILITIES:
The Service Desk Technician’s ultimate purpose is to provide second-tier support to the campus community when an incident or request is submitted to ITS. The Service Desk Technician is responsible for incidents that have been escalated from first-tier support, or for service requests that require in-person / onsite support.
Some of the key job functions:
• IT Systems Operations and Maintenance: Monitor and maintain systems, applications, infrastructure and software; troubleshoot and resolve incidents; manage system configurations and assets; and support service delivery and documentation.
• Technical Support and Customer Service: Respond to service requests, diagnose and escalate technical issues, provide user guidance and support staff onboarding.
• Knowledge Management and Documentation: Maintain technical documentation, knowledge management systems, operational procedures and reporting tools.
• Requirements and Change Management: Assist in gathering, documenting and managing system requirements and authorized changes to support operational needs.
ESSENTIAL QUALIFICATIONS:
The candidate will possess:
• Bachelor Degree Computer Science, Business or related technical discipline or 3-year College Computer Systems Diploma, or equivalent experience as deemed by the Department
• Three (3) years of desktop support or related technical client service experience
• Advanced proficiency in:
o Desktop Operating Systems - Microsoft Windows and Apple macOS
o Desktop / laptop / computing device (i.e. printer, tablet, smartphone, etc.) troubleshooting, configuration, networking, and security
• Proficiency in:
o ITSM System(s) for ticketing and service asset management
o Mobile Operating Systems - Android and Apple iOS
o Desktop User Applications (i.e. Office 365 - Microsoft Word, Excel, PowerPoint, etc.)
o E-Mail Applications (i.e. Outlook)
o Network Configuration (i.e. wireless)
o Local Area Networks (i.e. Azure Active Directory) for file and print sharing
o Virus Protection / Desktop Security
o Endpoint administration
o Creation / maintenance of knowledge base (KB) documentation for desktop and related technologies
• Good teamwork, organization, multitasking, analytical, troubleshooting, problem solving, customer service and written / oral communication skills, including ability to explain technical concepts to clients
• Demonstrated ability to:
• Maintain confidentiality, discretion, tact and diplomacy
• Work independently with minimal supervision
• Learn and adapt to new technologies, tools and processes
• General knowledge of:
o Project management methodologies and software
o Applicable legislative, statutory and industry compliance requirements
o Current IT Services policies, processes, procedures, solutions, best practices and standards (e.g. ITIL)
o Basic troubleshooting of AV technology and equipment
*Candidates with alternative combinations of education, training, and experience that are deemed equivalent to the above qualifications may be considered.
Since 1963, the University of Windsor has been a forward-looking community that comes together to study, to learn, to teach, and to serve. Our symbol is the bridge; our vista is cross-border; our commitment is local; and our impact is global. We are a dynamic, inclusive community of higher learning with roots going back more than 160 years and with a future full of promise.
In pursuit of the University's commitment to employment equity, members from the designated groups including women, Indigenous Peoples (First Nations, Métis, Inuit), racialized persons/visible minorities, persons with disabilities, and persons of a minority sexual orientation and/or gender identity are encouraged to apply and to self-identify.
If you need an accommodation for any part of the application and hiring process, please notify the Recruitment & Workforce Coordinator ([email protected]). Should you require further information on accommodation, please visit the website of the Office of Human Rights, Conflict Resolution and Mediation (OHRCRM).
