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Operations - Technical Specialist

Date: May, 2011                               GRADE:  USG 8
Reports to (Job Title): Technical Services Manager
Jobs Reporting (Job Titles): None
Location: Waterloo Campus

Primary Purpose

The Technical Specialist provides support for CECA desktops, laptops, handhelds, audio visual, paging, printers and photocopiers and all CECA hardware on campus and in field offices.

Key Accountabilities:

1.Provide support for desktops, laptops, handhelds, audio visual, video conference resources, phone interview resources, paging system and server, printers and photocopiers

Maintain and upgrade existing hardware inventory

Provide technical support to CECA field and on campus staff

Establish and maintain a standard suite of desktop tools

Test and upgrade standard desktop software

Ensure appropriate documentation is available, accurate and up to date


2.Key support for the paging system and required infrastructure including network, hardware, software and relationship with vendor.


3.Investigate, recommend and deploy new technologies to support business needs such as web conferencing and web interviews

Position Requirements

Education:

University undergraduate degree in related field

Experience:

2 years experience in maintaining and supporting desktops, laptops, handhelds and their related operating software for 100+ staff

2 years experience maintaining networks desired

Technical:

MS Word Excel PowerPoint Other
Begineer Begineer Begineer Desktop operating systems (e.g. Windows 7, etc.), BlackBerry software, print drivers etc

Nature and Scope

Interpersonal Skills:

The Technical Specialist is detail oriented and has strong analytical thinking skills, and the ability to understand the business problem that they are trying to solve through applying their knowledge of technology. The Technical Specialist leverages excellent interpersonal and verbal communication skills, along with a professional manner, and effective probing, problem solving and sound decision-making skills to respond efficiently and effectively to internal customers.

Level of Responsibility:

This job has specialized work with minimal supervision and provides guidance to others (e.g. making technology recommendations).


Problem solving
The Technical Specialist solves complex issues with hardware and software, and applies sound judgment with the capability to set and adhere to priorities.


Financial Accountability
None


Internal and External Contacts
Internal:
The Technical Specialist exchanges information with CECA hardware and software end users to resolve technology problems and make recommendations. They interact with Information and Systems Technology (IST) to ensure adherence to University standards, and represent CECA in University-wide initiatives in upgrading hardware and software.


External:
The Technical Specialist exchanges information with vendors supporting key software in the Center for Career Action and the Paging desk.

Decision-Making Authority:

The Technical Specialist makes decisions about how best to resolve technical issues and support the CECA core systems.

Physical and Sensory Demands:

This role requires exertion of physical or sensory effort resulting in slight fatigue, strain or risk of injury.

Working Environment:

This role involves minimal physical or psychological risk resulting from unavoidable exposure to hazardous, disagreeable or uncomfortable environmental conditions. Support for core systems implies Tech Services staff may be required to work outside of core business hours.