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Computer Technical Specialist

Department: CampusTechshop, Retail Services Effective Date: August 2007
Grade: USG 07 Reports to: CampusTechshop Manager

General Accountability

The Computer Technical Specialist is accountable to the for managing the technical service centre in CampusTechshop for hardware and peripherals including but not limited to consultation, technical repairs, and research for hardware components.  The incumbent ensures the quality, integrity, and accuracy for the technical services performed adheres to industry standards.

Nature and Scope

The incumbent is one of five staff members reporting to the CampusTechshop Manager.  Also reporting to the CampusTechshop Manager are:  Computer Acquisitions Co-ordinator, Technology Sales Associate, and POS Sales Assistant.  While the incumbent makes independent decisions related to technical service for customers,  the individual also serves as an effective team member working collaboratively with all staff to support the CampusTechshop goals and objectives.   The CampusTechshop Manager reports to the Director of Retail Services.

 

Retail Services is an university ancillary department responsible for providing goods and services for students, faculty, staff, alumni, and the external community.  The Retail Services business operations include five retail stores – Bookstore, CampusTechshop, UW Shop, Techworx, and Artworx.  Operations support units within Retail Services include Information Technology, Accounting, Marketing, and Shipping & Receiving.

 

The CampusTechshop is an authorized campus computer reseller, primarily responsible for providing computer products and technology services for students, faculty, staff, and department purchases.  The CampusTechshop is an authorized higher education reseller for  the major computer vendors such as Apple, Fujitsu, Toshiba, LG, Lenovo and IBM.   As an authorized higher education reseller,  CampusTechshop is required to meet the qualifications specific to each vendor for warranty service repairs, academic pricing, demo products and other services.  Annual sales are approximately $4M.     

 

CampusTechshop is a Tier 1 Apple Campus reseller.   In order to achieve this level, the store must achieve annual Apple sales of $2.5M,  employ a full-time Apple certified technical specialist, and provide an on-site technical service centre.   The qualifications and  level of technical service provided by the incumbent must meet the terms outlined in the agreement between Apple Canada and CampusTechshop.

For example, the incumbent must document Apple GSX repairs online through Apple’s website in order for the customer to track the progress of their equipment repair.  The customer has the option to complete the online customer satisfaction questionnaire regarding the service performed by our technical specialist.

Therefore, Apple GSX warranty service repairs are priorities.

 

 

 

Management of the technical service centre requires the incumbent to maintain an orderly and neat work environment, maintain accurate customer service records, prepare purchase orders for parts, invoicing computer vendors for services provided under warranty, and prepare cost/time analysis reports for the manager.   The incumbent is also responsible for the inventory of laptops that are available as loaners (free) for warranty repairs and the regular rental service.  

 

The incumbent is responsible for accurate and timely records of all computer warranty service for reimbursement of labour costs,  parts exchanges, and confirmation the technical service provided meets the guidelines for warranty coverage.   Non-warranty technical service or service requested for products not purchased from CampusTechshop, is also provided by the incumbent.

 

The incumbent is responsible for resolving technical customer service problems or making recommendations in response to student, staff, or faculty computer service issues.  The incumbent will consult with customers in advance of the work performed to explain fault diagnosis,  provide a quote on the cost of repair (labour, parts, etc)  if the service is not covered under warranty, or offer alternative solutions.

 

The incumbent works closely with the CampusTechshop staff providing advice on technical issues, consults with computer vendors technical service centres, and contacts hardware component distributors for the best price and availability.  This requires setting priorities, managing the workflow, co-ordinating and scheduling appropriate timelines, and accurate record keeping for all aspects of the technical service process and procedures.

 

Technology trends and hardware upgrades change almost every 3 to 4 months.  The  incumbent must attend computer vendor training sessions for new hardware or mobile devices, be informed of emerging technology trends, upgrade his/her technical skills, and participate in all warranty service programs required by the vendor.

 

The incumbent must be familiar with the UW computing standards, electrical safety requirements, recommended software and other campus computing policies that are approved by IST.

 

The challenges in this position are:

Statistical Data

Specific Accountabilities

Technical Services:

 

Administrative:

 

Other Duties:

Working Conditions