City : Waterloo, ON

Category : Permanent

Industry : Education

Employer : University of Waterloo

The Client Support Specialist is a key member of the WUSA team and is responsible for the day-to-day operation of the WUSA’s end-user computer infrastructure. The role ensures front-line, first level support for 50+ full-time user computers and over 150 user accounts for part-time staff and standalone devices across the organization. The Client Support Specialist possess technical and software knowledge to provide front-line customer service, technical support, equipment management, Point of Sale support, deployment and maintenance of new workstations and peripherals, software deployment and telecommunications needs for students, guests, and staff of the Waterloo Undergraduate Students Association.

Support user-end computer infrastructure

• Act as the first line of support for the WUSA Help Desk.
• Assume responsibility for printers, user support: assistance and communication
• Take leadership role in the investigation and development of specific client support services
• Perform root cause analysis in complex areas to improve user experience with application software and systems
• Coordinate, assign and follow-up on client-initiated service requests
• Troubleshoot and support various software applications and hardware
• Responsible for Live steaming events 

Maintain WUSA end-user infrastructure application

• Prepare, deploy, and support workstations / laptops 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

Collaboration and communication

• Develop knowledge-base articles for the team and for self-service needs for staff
• Curate and track IT assets in an asset management system
• Collaborate with WUSA staff to understand the technology needs and processes of staff and users
• Work as part of a dynamic team to meet WUSA 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

• Post-secondary education in a related field or the equivalent combination of education, technical certifications or training, and work experience
• Minimum of 1 years experience working as a desktop administrator required
• 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
• 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
• Experience providing support for Office 365
• Ability to diagnose and resolve common problems with the desktop computing environment, wireless devices and applications
• 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

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within our Office of Indigenous Relations.

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 hrhelp@uwaterloo.ca  or 519-888-4567, ext. 45935.