Technical Support Specialist

Jobinhalt

Reporting to the Technical Specialist, Human Resources Management Systems (HRMS), the Technical Support Specialist is responsible for maintaining, configuring, and troubleshooting desktop and various technical systems. The incumbent serves as the single point of contact for assistance to users across the Human Resources Department (HR), providing support and training for various systems and packaged desktop applications. This position is also responsible for collaborating with HR colleagues on the design and updating of HR content management systems and University forms. The position assists with developing deployment plans, including hardware and software purchasing advice and replacement schedules for new hardware and software implementations. This position provides and troubleshoots network file access to various departments at Queen’s.

KEY RESPONSIBILITIES:

• Apply technical knowledge to best resolve escalated issues related to a variety of supported operating systems, software applications and utilities (printers, scanners, etc.); ensure all software, equipment, systems, and network facilities are up-to-date and operational. Provide excellent and professional services to staff, asking clarifying and probing questions when investigating issues.

• Collaborates and coordinates with HR communications team and HR colleagues on the design and updating of content management systems (Microsoft Sharepoint, Drupal, etc.) and interactive forms used by all HR clients and University employees. Makes recommendations on the design of content, applying knowledge and best practices to ensure consistency.

• Administer and maintain desktop standards in consultation with the Technical Specialist, providing guidance, direction, and support to all HR staff regarding optimization and ongoing use of available technologies.

• Provide guidance and support to HRMS management in identifying/reviewing the IT needs across the department, making recommendations for any upgrades and/or maintenance, as well as purchasing new systems based on requirements, capabilities, price, availability, etc.

• Evaluate and recommend the purchase and licensing of systems and software packages, act as liaison with other departments and outside agencies for repair, pricing and procurement of equipment and products.

• Manage and maintain shared network file servers, providing access to HR staff and decentralized HR contacts throughout the university. Analyze file server usage reports and identify problem areas to optimize space while maintaining office functionality.

• Assists HR hiring managers with onboarding, to streamline account/service setup and training.

• Install, configure, and test all software patches and releases for various software and HR applications.

• Provide software/hardware training; educate and demonstrate IT best practices through informal and formal training opportunities with the goal of achieving greater user self-sufficiency, competency, and customer satisfaction.

• Provide timely service in reviewing requests for HR systems access to ensure appropriate approvals have been secured and manage process through to completion.

• Inform requestors if training is required prior to granting system/role access and ensure requirements have been met.

• Commission and de-commission access to HR systems, through working with ITS and/or by updating systems directly.

• Research and stay current with technology and technological trends and / or best practices.

• Collaborate and share information with colleagues, managers, and other support groups.

• Respect diversity, promote equity and inclusion in the workplace.

• Undertake other duties as assigned in support of the unit or department.

REQUIRED QUALIFICATIONS:

• University degree or three-year post-secondary program with a concentration in computer programming and/or technology.

• 3 to 5 years work experience in computer hardware, software and desktop support, preferably within a university environment.

• Demonstrated experience in using and supporting end user software (i.e. Microsoft Windows, Macintosh OS, Windows Server, and Microsoft business based applications), combined with proven background in troubleshooting and resolving a wide variety of problems.

• Demonstrated experience/understanding of network concepts, technologies and protocols as implemented in supported Operating Systems.

• Familiarity with Queen’s University information technology and services would be an asset.

• Consideration may be given to an equivalent combination of education and experience.

SPECIAL SKILLS:

• Strong communication (oral and written) skills; ability to explain complex technical terms and concepts in a manner appropriate to the audience.

• Strong customer service orientation with an ability to respond quickly and professionally, being sensitive to client needs and adhering to confidentiality as required.

• Superb research and analysis skills to acquire information from clients, combined with excellent problem solving and troubleshooting abilities to address unique concerns or issues. Able to seek assistance or involve others as required, to achieve solutions.

• Ability to work on own with limited supervision as well as contributing positively and collaboratively to a team.

• Ability to establish and build effective working relationships and partnerships with the HRMS group, ITS and peers.

• Excellent organizational and time management skills to manage competing priorities and work on several tasks or projects simultaneously under urgent deadlines.

• Able to self-motivate and take ownership for learning by staying current with new technologies within IT industry.

• Advanced interpersonal skills with an ability to interact professionally with individuals at all levels and in all situations, demonstrating diplomacy and tact as well as active listening.

• Ability to adapt to a changing work environment and to acquire new skills as it becomes necessary.

DECISION MAKING:

• Determines appropriate times to deploy new hardware systems and software to staff; determines appropriate communications to send to staff about upcoming changes.

• Determines the cause of a problem by assessing symptoms and / or system behaviour, applying technical expertise with methodical diagnosis and process of elimination.

• Recognize and present ideas to promote, enhance and further develop HR processes.

• Identifies accessibility gaps and the impact to HR staff and clients.

• Applies appropriate corrective action to resolve a problem in an optimal manner, ensuring problem solution does not cause additional or other issues.

• Assesses and recommends acquisition of new software or hardware as appropriate.

• Assesses and adjusts own priorities based on daily operational requirements, unit goals for resolutions times and / or impact to customer experience.

• Decides when to involve other team members, supervisor, or additional support units to resolve issues.