Position Overview
The IT – Service Delivery team within Information Technologies is currently seeking a Full-time Temporary Relief Technical Support Specialist for approximately 1 year.
Reporting to the Manager, IT Service Delivery, Customer Experience, the Technical Support Specialist must possess and apply expertise on multiple complex IT systems/applications. The Technical Support Specialist must follow understand and align to ITIL best practices, service management processes, Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs), but may also be called to perform additional activities, developing methodology and presenting solutions to problems that in turn may become SOPs or KB articles. Decisions made in this position are sometimes non-routine in nature and necessitate balancing the current IT service offering with the priorities of our customers in teaching, learning, research and administration, and the ever changing technologies available.
Position Description
Summary of Key Responsibilities (job functions include but are not limited to):
- Analyze and resolve multiple end-user requests for various IT services, primarily focusing on account access, via email, ticketing system, phone or in person.
- Take ownership of incidents from identification to resolution along with problem identification when appropriate.
- Review incident management reporting dashboards and follow up actions to help IT achieve KPIs
- Escalate issues to Tier 3 IT groups or IT vendors when necessary and follow up on aged, expedited incidents
- Task delegation, prioritizing and time management is essential Leadership (10%)
- This position acts as an escalation point for the IT Support Center team for multiple core University Business systems accounts and access management.
- The position creates and maintains a knowledge base for IT and customers for all day to day transactions
- Coaches, mentors and provides training sessions to the ITSC team and other support groups as needed.
- Identify opportunities to cross train teams for efficiency and implement the training.
- Act as a specialist resource when it comes to all access provisioning projects.
- Ensure a smooth transition from project to operations by ensuring appropriate knowledge is documented in the KB for the ITSC and efficient support processes are designed and implemented
Qualifications / Requirements:
- Completion of an undergraduate degree in a technical field is required or equivalent combination of skills and experience in IT Support.
- A strong understanding of PeopleSoft.
- ITIL Certification or in the process of obtaining it.
- A strong understanding of D2L usage and support .
- Significant experience working with Active Directory, folder, file and access permissions
- Exceptional customer service and communication skills with previous proven experience. Must be able to clearly walk customers through complex resolutions and data migrations as needed.
- Must be meticulous when provisioning client accounts and access.
- Exceptional analytical and problem-solving skills are required.
- This position requires a high level of confidentiality as it is entrusted with confidential client information.
- Insight to identify opportunities for improved support and service delivery processes.
- Must have a desire to continually upgrade skills to stay current with technological advances.
- Must possess excellent organizational skills with the ability to manage multiple priorities at a time efficiently and effectively, always ensuring customer¿s are aware of the status of their tickets.
- Training experience, presentation and technical writing skills required.
- This position requires an in-depth knowledge of Peoplesoft, O365, D2L, Zoom, Yuja, UNITIS, ServiceNow, VPN, SecurID, Web Related Services, MIM, Active Directory and ITIL best practices.
- The ability to assess information, reflect on events, seek critical information to analyze issues and provide precise and helpful feedback to resolve incidents in a timely manner.
Application Deadline: July 20, 2022
We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.
Additional Information
This position is part of the AUPE bargaining unit, and falls under the Technical Job Family, Phase 2.
To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website.
The University strongly recommends all faculty and staff are fully vaccinated against COVID-19.
About the University of Calgary
The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit ucalgary.ca.
The University of Calgary has launched an institution-wide Indigenous Strategy in line with the foundational goals of Eyes High, committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.
As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion (equity@ucalgary.ca) and requests for accommodations can be sent to Human Resources (hrhire@ucalgary.ca).
We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.