OverviewMcMaster University TECHNICAL SUPPORT SPECIALIST Temporary in Hamilton, ON
Branch Hamilton ON CA
TECHNICAL SUPPORT SPECIALIST
Relevant technology certifications are desirable. Investigate means to improve service levels given technology trends….
McMaster’s University’s Technology Services Technical Support is a dedicated team of technical professionals, committed to providing the McMaster community resources with Customer Excellence.
The Technical Support Specialist is the Subject Matter Expert for the end user device environment, recommending standards for all end user OS environments, application deployment, profile management, help develop technical procedures, research, and advise on technical solutions for business needs. As a member of the Client Services Team, expected to help ensure the security, survivability and best delivery of IT services. Evaluate, recommend solutions for, and deploy campus software packages. Develop a process for configuration and deployment of campus endpoint devices and evaluate existing processes and consider alternatives. This includes the day-to-day operation and administration of modern desktop management solutions and various other systems involved in the monitoring, management, and reporting of the end user environment.
The Technical Support Specialist is responsible for providing Level II technical support with respect to software applications and hardware. Responsible for investigating moderate and complex issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. Participates in project implementation including defining the project, monitoring progress, and assisting in planning the required sequence of activities. Manages campus wide systems and programs code modifications to resolve application issues. Supports the University’s academic and administration departments by acting in a technical capacity in all phases of the Project Life Cycle for components of small to medium projects, including post-production support and ongoing maintenance. Continuously gains an understanding of the University’s operations and processes and how systems are used in support of those operations. Works under general supervision and uses discretion to resolve various problems and inquiries. Specific instruction is usually given and work is reviewed at frequent milestones.
Provide technical support for technology in server and related environments, data network infrastructure and related environments, datacenter technology and facilities, storage area network and other storage related environments, voice network infrastructure and related environments, and information security infrastructure and other related environments.
Prepare procedures for restoring systems to full operation after hardware and software component failures on both production and test systems.
Prepare contingency plans for recovering services and operations after incidents such as power blackouts, water damage, or structural building failures and contribute to the planning and development of disaster recovery scenarios.
Undertake projects such as performance monitoring and capacity planning to monitor the overall reliability and effectiveness of the computing systems and information processing architecture including storage area networks.
Troubleshoot computer system issues that may require an end-to-end evaluation of University wide systems often spanning multiple heterogeneous hosts and locations across the University and with external service providers.
Liaise with computer vendors, other institutions, and associated computer user groups as a means to maintain communication between all parties involved in technical projects and day-to-day operations.
Design, implement, and support processes, procedures, and mechanisms that inter-connect heterogeneous systems in support of the integration of processes and data flow.
Manage campus wide systems and infrastructure.
Conduct complex in-depth troubleshooting of various software packages.
Debug in-house customized applications and vendor products.
Liaise with product vendors to facilitate problem resolution.
Program code modifications for problem resolution.
Develop cost and time estimates for the technical architecture components of project implementations.
Plan and participate in various projects.
Negotiate and manage vendor contracts.
Diagnose, assess, circumvent, and find remedies for a variety of service incidents that deviate from planned or expected information system behaviour.
Combine investigative, analytical, and design skills with knowledge of hardware and software applications and technology.
Provide technical expertise and functional support for software and hardware package implementations to meet business requirements.
Analyze and evaluate the impact of application enhancements.
Provide expertise and practical assistance in delivering services that comply with established standards.
Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are successfully resolved.
Carry out investigative work on a variety of requirements, information flow, and processes.
Elicit requirments using interviews, document analysis, requirement workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, and task and workflow analysis.
Implement non-standard solutions and work-arounds.
Analyze and evaluate support reports and make recommendations to reduce potential calls to the Service Desk.
Review and assess systems and software production quality management against established standards.
Evaluate hardware, software, and transmission service alternatives as business requirements change.
Demonstrate innovation in applying knowledge to non-standard situations.
Localize and rectify faults in network connectivity and applications and respond to non-routine user problems.
Analyze, examine, and validate processes.
Interpret technical and procedure manuals for non-technical users.
Set priorities for problem resolution, monitor progress, and apply the appropriate escalation procedures.
Train clients in the use of applications and computer systems.
Provide detailed technical advice and guidance to users, clients, and staff.
Produce technical and descriptive documentation.
Investigate means to improve service levels given technology trends.
Interact with testing team and provide technical input, support, and analysis for software and hardware specifications.
Research, evaluate, and recommend new products and upgrades.
Disassemble and reassemble computer hardware and peripherals using a variety of hand tools.
Handle minuscule and delicate components when repairing equipment which requires precision placement and removal.
Remain current with frequent advances in the field of information technology.
Plan, schedule, and monitor own work within short time horizons.
Organize individual time, work and resources to accomplish objectives in the most effective and efficient way.
Understand and use appropriate methods, tools, and applications to complete work tasks.
Demonstrate a rational and organized approach to work and identify development opportunities.
Absorb technical information when it is presented systematically and apply it effectively.
Use measurement methods to monitor progress toward goal attainment, tenaciously working to meet or exceed those goals, while deriving satisfaction from the process of goal achievement and continuous improvement.
Ensure that the internal and external customer perspective is a driving force behind decisions and activities.
Follow service practices that meet customers’ and University needs.
Interact with others in a way that gives them confidence in one’s intentions and those of the University.
Work collaboratively with others to achieve departmental and institutional goals. Actively participate as a member of a team to move the team toward the completion of goals.
Perform a range of varied work activities in a variety of structured environments.
Successfully engage in multiple initiatives simultaneously.
Apply and enforce department change control policies and procedures.
Provides functional guidance to others on an ongoing basis.
Bachelor’s degree in Computer Science, Business, or a related field of study.
Requires 3 years of relevant experience.
The incumbent must have demonstrated experience and success with the following technologies, techniques, and principles:
Develop, configure and maintain modern desktop management platforms – SCCM, Intune, Deep Freeze, MDM, MDT, and Inventory systems
Application Packaging and Distribution (Security Patch Management, Compliance monitoring and reporting)
Supporting VDI installation(s)
Lead exercises to troubleshoot and optimize VDI environments
Microsoft GPO management
The incumbent must understand the operation and use of following technologies and techniques:
Experience and knowledge of scripting and automation of processes (eg PowerShell, Shellscript).
Disk encryption (e.g., BitLocker)
Good working knowledge of Microsoft Active Directory, DHCP, DNS
Good working knowledge with administering Microsoft Windows Desktop environments
Relevant technology certifications are desirable
Apple experience an asset
The incumbent must have the following:
Awareness or Knowledge of Microsoft Azure / O365
Experience working within an ITIL or similar process-driven environment
Experience delivering effective, high quality Information Technology services and solutions
Demonstrate excellent technical savvy and a natural affinity for new technologies
Have an attitude that’s geared towards customer service
Collaborative, supportive, and energetic team player
Apply project management skills and provide leadership in a team environment
How To Apply
To apply for this job, please submit your application online.
Employment Equity Statement
McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and, within the lands protected by the “Dish with One Spoon” wampum agreement.
In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of respect, collaboration and diversity, and has a strong commitment to employment equity. The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. The University seeks qualified candidates who share our commitment to equity, diversity and inclusion. While all qualified candidates are invited to apply, we particularly welcome applications from women, persons with disabilities, First Nations, Métis and Inuit peoples, members of visible minorities, and LGBTQ+ persons. Job applicants requiring accommodation to participate in the hiring process should contact the Human Resources Service Centre at 905-525-9140 ext. 222-HR (22247) or the Faculty of Health Sciences Human Resources office at ext. 22207 to communicate accommodation needs.
Employment Type: Temporary
Location: Hamilton, ON, CA
Posted on: 2018-07-27