Information Technology Specialist - Research Support Lab Manager

The Information Technology Specialist (IT Specialist) is responsible for the provision and support of all information technology and related computing systems in Data Systems Group (DSG) of the David R. Cheriton School of Computer Science. These responsibilities include management of computing environments and supporting infrastructure enabling and improving outcomes for administrative teaching and research computing in the DSG.

Computing Facilities Computer Science (CSCF) Research Support Group provides support to researchers and special projects for the Cheriton School of Computer Science. This position acts as a point of contact for the Canada Excellence Research Chair (CERC) of Data Intelligence and Data Systems Group (DSG) and provides staff support for operating systems and hardware platforms.

This role will provide senior operational and managerial support and service along with diverse academic and technical knowledge and knowhow to Graduate Students Post Doc Fellows and Research Associates.

This particular role is a senior level of the career path such that they are able to deal with diverse client and coworker needs can develop and implement strategies through stakeholder acceptance and provide leadership and guidance through dissemination of knowledge and insight to colleagues.

This position is contingent on funding.

Client Service

• Work with clients to understand and resolve their computing and related technology issues
• Provide guidance and technical advice to clients
• Document client requests
• Provide timely responses to initial requests for information or assistance as per CSCF policy prioritizing response among multiple requests
• Resolve problems where the incumbent has the required skills and resources. Forward problems to those who are best suited to solve them based on expertise and resource availability
• Keep clients informed of the progress toward resolution of their issues
• Develop the skills (appropriate to the incumbents USG level) to resolve client issues directly
• Communicate with clients and peers (within the School and elsewhere) effectively clearly and with empathy
• Provide documentation for both technical and nontechnical audiences
• Record work activity for both internal and client use

Systems and Applications Management

• Specify purchase/acquire and test computer hardware and software
• Manage the hardware lifecycle from provisioning and deployment through decommissioning
• Specify test and deploy systems and application software on a variety of platforms including servers desktop and laboratory systems
• Manage large and complex computing environments with knowledge of modern hardware such as GPU is a plus
• Manage and maintain critical network services in support of the Schools DSGs operations
• Document systems processes and procedures
• Diagnose and resolve system and application problems monitor system and application performance

Services Development

• Identify propose and acquire or develop applications and technological solutions to support the School DSGs academic and research missions
• Manage technical projects using best practices to achieve successful outcomes
• Recommend enhancements and improvements to systems and processes; provide guidance on technological evolution

• A university degree in a computing discipline together with relevant experience or an equivalent combination of education and experience
• The IT Specialist is expected to develop competencies to at least the USG 11 level over the course of their career. See Career Path Matrix
• Broad knowledge of current computer technology and practices and deeper knowledge in technologies and practices of current or potential use to CSCF
• Strong client service skills and demonstrated ability to work as part of a team. Ability to learn quickly and adapt to change. Ability to apply abstract thinking to solve complex problems. Able to work with minimal supervision. Good organizational time management and communication skills
• The IT Specialist is expected to develop system administration skills for Unix/Linux based systems and at least one of Windows Mac OS or or Unix based systems or equivalent skills in software development or systems support with demonstrated potential to gain expertise in other areas. Familiar with software systems and component level hardware aspects of supporting changing environments. Demonstrated frontline support skills
• Must be able to use verbal and written communication effectively with audiences of a wide range of levels of technical knowledge and understanding. Capable of dealing with people experiencing high levels of stress

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 coordinated within the 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 antiracism and inclusion. As such we encourage applications from candidates who have been historically disadvantaged and marginalized including applicants who identify as First Nations Mtis and/or Inuk (Inuit) Black racialized a person with a disability women and/or 2SLGBTQ.

Positions are open to qualified candidates who are legally entitled to work in Canada.

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 atorext. 45935.