Processes queries and requests, and offers remote support for users via email, chat and over the telephone for a variety of IT support requests, focusing on completing the interaction and escalating requests to other support teams/units as necessary
Takes ownership of all interactions and follows interactions through to resolution to gain knowledge where appropriate
Provides support to clients in various areas of physical and virtual computing platforms and operating systems; primarily with Windows and Mac with basic support for UNIX and Linux
Provides support for various mobile devices, including Apple iOS and Android, including support for connecting and troubleshooting systems and mobile devices to wired and wireless networks
Provides support for applications and software platforms such as uAlberta Google Apps, including Mail, Calendar, Documents, and identity management for Campus Computing IDs (CCID) and Windows Domain User Accounts
Provides remote support for A/V IT equipment in Smart Classrooms and other A/V IT-enabled learning, research, and administrative rooms
Assists clients in the setup and installation of various desktop software such as Microsoft Office programs (Word, Excel, PowerPoint and Outlook) and Adobe Creative Cloud
Tracks and records interactions and problems in a centrally-managed ticketing system both accurately and concisely
Reference, develop, and update knowledge-base articles and other online help tools or resources designed to assist University faculty, staff, and students in resolving their issues
Prioritizes and categorizes all incoming interactions; escalates more complex interactions to the appropriate support team for resolution
Understands work functions and liaises with other University IT service units, including IST, Augustana, Campus Services, Campus Saint-Jean, and other support units

Requirements

Computer Technology certificate; post-secondary diploma in Computer Technology or A+ certification; equivalent combinations of education and experience will be considered
1 to 2 years of experience as technical support on a service desk or call center
Help Desk Institute – Support Center Analyst Certification is an asset
IT Infrastructure Library (ITIL) – Foundations v3 Certification is an asset
Experience with Freshservice is considered an asset
Ability to manage multiple priorities
Ability to understand and analyze user computing problems and needs
Ability to describe complex concepts and procedures in terms the clients will understand and follow verbally and in writing
Excellent verbal and written communication skills
Intuitive and empathetic listening skills
Customer service-related experience is a strong asset

Benefits

comprehensive benefits package

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportWindowsMacUNIXLinuxApple iOSAndroidMicrosoft OfficeAdobe Creative Cloudticketing system

Soft Skills

customer servicecommunicationproblem analysismulti-taskingempathetic listeningownershipescalationprioritizationcollaborationverbal communication

Certifications

Computer Technology certificateA+ certificationHelp Desk Institute – Support Center Analyst CertificationIT Infrastructure Library (ITIL) – Foundations v3 Certification