Technical Support Specialist, Tier 1

Location: Victoria

Job Description

Reporting to the supervisor and as a member of the Technical Support team, the Tier 1 Technical Support Specialist provides technical administrative support to students and employees. This includes first level technical troubleshooting, support to all call/email-in and walk-in customers for a broad range of endpoint user hardware, applications and operating systems.

TYPICAL DUTIES

• Acts as the initial point of contact for all internal and external, college-related IT support requests

• Ensures all service requests, change requests and incidents are coordinated and complied with according to either published service levels or according to service matrices

• Performs an initial diagnosis and support of problems from discussions with the client

• Provides solutions via telephone, email or in person where possible

• Advises clients of and assigns work orders, when necessary, to other technical resources

• Assigns priorities to work orders and assigns to appropriate ITS technical support staff and tracks all work order requests to ensure their timely completion

• Uses remote control software to manage client desktop computers, for example, installing/updating software, troubleshooting errors, etc.

• In person support of client desktop computers, for example, installing/updating software, troubleshooting errors, etc.

• Creates user accounts staff, students and groups

• Implements changes to client hardware and software according to plans and procedures developed by the department

• Deploys end point user devices according to plans and procedures developed by the department

• Deploys and maintains classroom and lab technology

• Answers basic questions to assist users with the general operation of college owed devices and student owned devices or provides guidance to other resources

• Provides assistance on the basic use of supported software, as well as trouble-shooting assistance or provides guidance to other resources

• Provides technical assistance and/or orientation for users in basic use of end-point computing devices, printers and related equipment,

• Provides lab orientation for classes

• Maintains a configuration database (inventory and specifications) of all IT assets and assists with the maintenance of asset management for hardware, software and supplies

• Generates reports as directed by the supervisor and/or manager

• Assists in the development and refinement of client service procedures and processes,

• Assist in the generation and revision of department and end-user documentation

• Performs other related duties similar in scope and complexity. Qualifications Two-year Technologist Diploma in Computing, Electronics or equivalent as well as two years of recent computer-related work experience in a medium size or large size networked service desk environment or an equivalent combination of education and experience.

• Proven knowledge of common operating systems, word processing packages, spreadsheets, database and network programs (for example UNIX, TCP/IP, Windows, MSOffice suite)

• Must have specialization in 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 including effective listening, team work, courtesy, understanding and respect for the dignity of others. Proven customer service skills – including a tolerance for frequent faculty, staff and student contact.

• Ability to locate, read, understand, and synthesize technical information from a variety of sources to solve technical problems in a timely manner

• Ability to communicate effectively with the client to discover the nature of their technology problems and goals and to provide a range of suitable solutions.

• Physically able to lift and move equipment and supplies Supporting Truth & Reconciliation Commission's Recommendations Capabilities The core capabilities are required for all positions at the college.
Focus on Students and Their Success (Core)

• We all have a role to play in promoting and supporting students – directly or indirectly – contributing to their success, education and transition as they build their path to the future.
Cultural Alignment (Core)

• Inclusion and respect align with Camosun’s traditions of lifelong learning and positive, supportive experiences for all. We examine our individual and institutional cultures and, through indigenization, consider other ways of knowing (thinking), being (approaches), doing (acting), and relating.
Fostering and Nurturing Relationships (Core)

• Fostering and nurturing relationships is at the core of everything we do. Successful workplace relationships take time to develop and include building trust, engagement and collaboration.