Technical & Project Support Specialist

University of Waterloo - Kitchener, ON (30+ days ago)

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Term: 1 year

The Technical & Project Support Specialist has a direct report to the IT Manager and an administrative report to the Administrative Officer. Under the direction of the IT Manager, the Technical & Project Support Specialist works to ensure the smooth operation of Pharmacy IT systems and provides technical support on special projects.

The Specialist provides a wide range of information technology services and direct support to the faculty, staff and students in their administration, teaching and research activities. This includes the timely maintenance and support of computer, web and audiovisual equipment, and technical support, consultation and training. The incumbent will fill in, where necessary, for the IT Manager during vacations and absences.


Performs full life-cycle maintenance (from deployment to support to decommissioning) for workstations and other key computing equipment; this requires Administrator privilege on all workstations
Provides troubleshooting, setup, training and support to staff, faculty, graduate & undergraduate students, and external contacts on the use of computer and audio-visual equipment in teaching and meeting rooms
Maintains and updates Pharmacy digital signage including graphic layouts, video, text, and manages external live feeds
Uploads videos to cloud services for evaluation for instructors
Liaises with manufacturers to diagnose and repair computer and audio-visual equipment under warranty
Works with the Research Technician, Scientific & Technical Resources re: consulting, deployment and repair of computer equipment in the Core Facility
Trouble shoots system problems
Proficient in the common computer systems and software packages used within the School of Pharmacy
Provides technical and logistical support for a variety of special projects including testing, evaluation, and implementation tasks
Special Projects, as determined by the IT Manager

Client Service

Provides comprehensive support for desktop and application issues for faculty and staff
Responds to direct support inquiries in a timely manner to diagnose, clarify, and resolve issues according to the Service Level Agreement. Requests for support can come from the School’s online RT request system, telephone calls, email and personal requests for assistance
Identifies, researches, and resolves technical problems; follows through on the resolution of problems that have been escalated due to the need for additional expertise
A university degree or college diploma in a computing discipline together with relevant experience, or an equivalent combination of education and/or experience
Extensive technical support and desktop support experience (3+ years) with Windows 7-10, Office, Exchange, Web editing, hardware diagnostics and repair, phone and in-person troubleshooting, video conferencing, media server and video editing
Experience with Sharepoint, ExamSoft and Remote Desktop an asset; database management systems experience preferred
Strong understanding of end-user requirements for web and enterprise solutions across different platforms and browsers
Excellent interpersonal skills with an emphasis on the ability to provide training and “workarounds” to common technical problems in a way that end users can understand and embrace (i.e., provide technical solutions using non-technical, easy to understand language)
Intermediate level skills with MS Office suite
Must have willingness and ability to learn new computing technologies
Periodic lifting and carrying of heavy, bulky computer equipment: PCs, displays, printers, etc
Some evening/weekend work required