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Technical Support Specialist

Date: August, 2014
Reports to (Job Title): Operations Administrator
Jobs Reporting (Job Titles): None
Department: Retail Services

Location:

Retail Services & WATCARD South Campus Hall

Grade:

USG 6
35 hr/wk


Primary Purpose

The Technical Support Specialist is accountable for the timely maintenance and support of e-technologies, e-services, digital marketing technologies and other operational support in Retail Services & WATCARD.  The incumbent is also responsible for providing technical support, consultation and training to the staff using IT resources.

Key Accountabilities:

1. Technical

 

2. Client Service

 

3. Operations

 

4. Special Projects

Position Requirements

Education:

University degree / College Diploma or equivalent experience relevant to a technical position in a business/retail environment.

Experience:

Technical:

MS Word Excel PowerPoint Other

Nature and Scope

Interpersonal Skills:

Internally, the incumbent communicates with Retail Services staff, IST contacts, and others in technical support roles in order to provide support and troubleshooting of Retail Services systems. This position has contact externally with system vendors, members of the campus community and the public.

Level of Responsibility:

The Technical Support Specialist performs no direct supervision of others. The incumbent will use best judgment and skill to ensure the smooth operation of the Retail Services business systems. While the ultimate responsibility for the operation of the department rests with the incumbent’s superiors, the Technical Support Specialist plays a key role in the day-to-day operation of the department and its staff.

Decision-Making Authority:

The Technical Support Specialist is expected to be self-directed in executing his/her responsibilities. The role has a mix of defined, specialized, routine-, and non-routine tasks and requires good judgment, strong technical skills, the ability to prioritize tasks in juggling and executing these responsibilities. The incumbent will make recommendations to the Operations Administrator regarding changes to operational procedures, equipment purchases, and other related decisions.

Physical and Sensory Demands:

Periodic lifting and carrying of heavy, bulky computer equipment: PCs, displays, printers, etc.

Working Environment:

Minimal exposure to disagreeable conditions. There can be a lack of control over the work pace due to irregular and/or high volumes of work and multiple and/or tight, unalterable deadlines, and frequent interruptions.

 

Due to the nature of the work, the incumbent deals with an unpredictable workload and regularly interacts with various staff members and business units simultaneously and in quick succession. There can be strict deadline pressures to restore critical business tools and hardware and potential for multiple, sometimes competing priorities and frequent interruptions. Thoroughness, accuracy, and attention to detail are required. Occasional weekend or evening shifts are required for equipment setup or takedown for special events