Client Support Specialist

Overview

The Client Support Specialist position is a key member of the Information Technology (IT) team and is responsible for the day-to-day operation of the Library’s end-user computer infrastructure. The Specialist is accountable for advanced-level configuration and support of end-user Windows workstations, applications, and peripherals. The Specialist provides high-quality and responsive customer service to a range of Library users.

There are two opportunities: one permanent and one 1-year temporary role.

Responsibilities

Support user-end computer infrastructure

Act as the first line of support for the Library Help Desk
Assist Library staff to use computing technologies including printers, wireless devices, supported computing environments and applications
Oversee the client request systems by coordinating, assigning, tracking, resolving, and following up on all client-initiated requests for service
Perform software installation/configuration changes and correct hardware problems on client workstations (e.g. device drivers)
Supervise, train and mentor IT co-op student on day-to-day technical tasks

Maintain Library end-user infrastructure applications

Prepare, deploy, and support workstations and virtual desktop images by conducting regular patching and updates, and installing or capturing required software via existing configuration and deployment tools
Monitor and maintain zero/thin clients and virtual desktop pools
Maintain file shares, Intranet, and access permissions with the aid of security groups in AD and Grouper according to IT best practices

Collaboration and communication

Develop knowledge-base articles for the team and for self-service needs for staff
Curate and track Library IT assets in an asset management system
Collaborate with Library staff to understand the technology needs and processes of staff and users
Work as part of a dynamic team to meet IT strategies and needs by assisting in special projects, as needed
Evaluate, select and participate in technology deployments
Commit to continuous improvement of oneself, and the team, by staying current in the latest technology trends and providing feedback

Qualifications

Post-secondary education in a related field or the equivalent combination of education, technical certifications or training, and work experience
Minimum of 3 – 5 years experience working as a desktop administrator required
Proficient with PC hardware with the ability to assess hardware problems and prepare work orders for hardware services
Experience with imaging and configuration of operating systems
Proficient with the PC desktop computing environment with the ability to diagnose problems and correct configuration issues
Proficient in diagnosing and correcting most OS issues for primary desktop OS
Proficient using, configuring, and diagnosing problems with all common desktop and office applications
Familiar with network structure and operation such as basic tools and techniques
Foundation-level knowledge of computer hardware and networks required to resolve problems involving the interaction of software, hardware and networks
Ability to work effectively and efficiently without direct supervision
Thorough understanding of Windows and experience with macOS
Experience providing support for Office 365
Experience with SharePoint, SCCM and Citrix App Layering
Ability to diagnose and resolve common problems with the desktop computing environment, wireless devices and applications
Experience using Atlassian tools (Confluence, Jira, and Jira Service Management)
Must be able to manage multiple (sometimes conflicting priorities and tasks)
Collaborate with colleagues to determine best approaches to solve complex problems
Effective interpersonal communications skills are essential, including oral and written, in order to provide consulting assistance and write technical documentation
Foundation-level presentation skills, with the ability to teach introductory-level skill to staff
Ability to translate technical concepts into simple language
This position will require occasional evening/weekend work and there is some possibility for remote work (20%)

Vaccination Requirement Statement

Effective May 1, 2022, the University suspended its Vaccination Requirement. Prior to May 1, pursuant to this Requirement, all University employees were required to submit proof of full vaccination against COVID-19 (subject to the University’s obligations under the Human Rights Code to accommodate employees who were unable to receive a vaccination). The University’s Vaccination Requirement website can be found here: https://uwaterloo.ca/coronavirus/return/vaccination-requirement.

The pandemic is ongoing and public health advice continues to evolve. Accordingly, the University reserves the absolute right to reinstate the Vaccination Requirement on short notice, and upon such reinstatement you will be required to comply. You shall also be required to comply with any new health and safety policies/requirements implemented by the University from time to time, including new policies/requirements related to mandatory employee vaccination. As the University may need to reinstate the Requirement on short notice, it will continue to collect and maintain up-to-date information on employee vaccination status. Please submit your Covid-19 vaccine status (QR code) to: https://checkin.uwaterloo.ca/

Failure to comply with the Vaccination Requirement if it is reinstated, including failure to comply with any future amendments to the Vaccination Requirement, or failure to comply with new health and safety policies/requirements implemented by the University, including those related to new mandatory employee vaccination, shall result in discipline up to and including termination of employment.

The requirement to be vaccinated, if reinstated, will be subject to the duty to accommodate pursuant to the Human Rights Code. If you are unable to be vaccinated for reasons related to a ground protected under the Human Rights Code, you may submit a written request for accommodation with an explanation of the reasons and/or any supporting documentation. If you request accommodation, the University may follow up with you for further information if necessary.

Equity Statement

The University of Waterloo is committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. The University of Waterloo is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at [email protected] or 519-888-4567, ext. 45935.