Technical Support Specialist, Tier 2 - Camosun College

Technical Support Specialist, Tier 2 Client Services Information Technology Services Job Posting: U17-128 Position Type: Full-time/Term Start Date: August 28, 2017

Closing Date: August 15, 2017 Location: Lansdowne/Interurban Campus End Date: Unspecified Duration

Schedule: Monday - Friday; 8:00 am - 4:00 pm (35 hrs/week) Salary: Pay Grade 12; $27.62 to $29.62 per hour. Replaces: R. Coles Applications for this posting will be accepted from current employees and the general public who meet the minimum qualifications of the job. Regular employees as defined in the CUPE Collective Agreement shall be considered prior to all others.

GENERAL STATEMENT With minimal supervision, the Tier 2 Technical Support Specialist performs a wide range technical support and consultative activities for the clients of Information Technology Services. Primary duties will be within the core duties and a focus on one or multiple subject areas listed under A – D below. Some cross-over of duties may occur. TYPICAL DUTIES Core Duties  Receives problem requests that cannot be resolved in a short time frame by Tier 1 Support and resolves them based on departmental priorities  Updates work orders on a regular basis to reflect current information and status  Responds to questions and requests for assistance from other member of the department in a timely fashion; refers client requests to 1st or 3rd Tiered Support as required  Provides recommendations for use and best practices for end-point computing, printing and related equipment use policies and procedures  Works with department members to develop and use standard procedures as well as the same for mechanisms to prevent recurrence of problems  Records common problems and solutions; provides updates to information and documents on new strategies and solutions for end-users; ensures that solutions have been reviewed by the department  Maintains asset management for hardware, software and supplies  Provide operational and backup support to 3rd Level Support as required

c: CUPE Local 2081 U17-128 Technical Support Specialist, Tier 2.docx (JE 517) 3100 Foul Bay Rd, Victoria, B.C. V8P 5J2

Support Staff Position Vacancy

Camosun College Human Resources www.camosun.ca

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Duties Specific to Subject Matter A. Hardware Support  Assists users of end-point computer device, printers and related equipment with technical problems  Installs and sets up supported hardware such as end-point computer devices, printers and related equipment  Repairs and/or arranges for the repair of supported computing equipment  Provides technical assistance and orientation for users (one-to-one or one to many) in basic use of end-point computing devices, printers and related equipment B. Software Support  Installs and upgrades supported software and operating systems on end-point computer devices  Provides software trouble-shooting assistance in supported applications  Participates in the development of operational procedures  Provides assistance in the use of supported software C. Network Management, Group Policy Creation and Support, and Image Creation (including MSI’s), and Maintenance  Creation and delivery of IT services to end point user devices both physical and virtual  Integration of on premise and cloud based services in the for use by students staff and faculty  Creation of scripts and group policies to assist in the deployment monitoring and maintenance of computer hardware and software  Creation and deployment of scripts to manage and maintain user accounts and access to resources. D. Consulting Support  Consults with clients to find solutions to problems and provides options/alternatives which can improve the efficiency and effectiveness of client’s work or lab environment  Participates in the research and testing of new and upgraded hardware and software; documents alternatives and provides recommendations for updated or improved services  Consults with and assists in the recommendation of software, hardware and training for clients  Participates in the establishment of college-wide standards for computing hardware, software and services  Participates in seminars and forums which are intended to provide information to, and solicit input from, clients  Develops and maintains documentation with the goal of allowing clients to be as self-reliant as possible  Participates in the evaluation of requests from college departments for computer equipment, recommending the appropriate equipment to match the functionality required  Participates in the evaluation of new computer equipment and in recommending the computer equipment to be purchased by the college  May participate in significant projects of college-wide importance




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Performs the duties of Tier 1 Technical Support Specialist on an occasional coverage basis Performs other related duties similar in scope and complexity

QUALIFICATIONS Two-year Technologist Diploma in Computing, Electronics or equivalent as well as five years of recent computer-related work experience in a medium size or large size networked environment or an equivalent combination of education and experience. Must have a good knowledge of common operating systems, software and system deployment tools. Must have specialization in at least one area of software, hardware or network. Candidates may be chosen to round out this skill set with other members of the department.  Excellent human relations skills such as effective listening, team work, courtesy, understanding and respect for others.  Ability to locate, read, understand, and synthesize technical information from a variety of sources to solve technical problems.  Proven problem solving skills, including the ability to perform discovery/needs assessment and delivery of range of suitable solutions  Ability to communicate effectively with the client to discover the nature of their problems and technology goals and to provide a range of suitable solutions.

Apply online at www.camosun.ca/careers. We would like to thank everyone in advance for applying as only those selected for an interview will be contacted.

Camosun College is an Equal Opportunity Employer




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