Lead Technician, IT Support
Lead Technician, IT Support
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Job Description
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Job Type:
EmployeeDuration in Months (for fixed-term jobs):
N/AJob Family:
IT Support# of Open Positions:
1Faculty/Service - Department:
IT Support Services Faculty of ScienceCampus:
Main CampusUnion Affiliation:
UOITPDate Posted (YYYY/MM/DD):
2025/08/21Applications must be received BEFORE (YYYY/MM/DD):
2025/09/01Hours per week:
35Salary Grade:
UOITP Grade 10Salary Range:
$82450.00 - $102514.00About the Faculty of Science:Welcome to the Faculty of Science a great place to learn to explore to question to discover opening your mind and pushing boundaries. Its an exciting time to be part of a rewarding career in life sciences natural sciences and mathematics. You will have access to world-class facilities including our Science Technology Engineering and Mathematics (STEM) Complex our extensive Biosciences Complex and our cutting-edge Advanced Research Complex that are the envy of many universities. We have strong links with a multitude of government and private research centres providing countless opportunities and experiences.
We have become a true centre of excellence earning recognition across Canada and abroad for our prowess in teaching and in our laboratories where our researchers are addressing some of the most important and relevant scientific questions of our time. Our past is a testimonial to our passion so will be our future. Will you be part of it
Position Purpose
Reporting to the Manager IT Support Services the incumbent provides senior level autonomous advice and technical support to end users in a designated Faculty or Service in areas related to infrastructure hardware software and peripherals. Manages the effective life cycle (purchase deployment maintenance and repair) of all IT assets for a designated client group or product in a manner that meets or exceeds established customer service standards. Assists the manager in supervising the work performed by one or more junior resources.
In this role your responsibilities will include:
Diagnostic and repair services: Provides a senior level of support to identify analyze and implement corrective actions to resolve the most complex technical issues in a timely manner. Diagnostic and repair services extend to hardware software infrastructure peripherals and other IT equipment.
Connectivity and accessibility support: Assess various networks capacity to support the current and future needs of the faculty/service and provide recommendations in order to maintain acceptable service levels including consistent connectivity and accessibility.
Technical installation services: Provide specialized technical installation services to internal clients for hardware services including computers networks and for other IT equipment such as network adaptors to ensure an efficient response to the users technology needs.
Software installation and upgrade services: Act as a senior technical resource for the assigned software in order to provide guidance for the installation testing and upgrading of software to ensure it is current registered and efficiently deployed for the client.
Consultation services: Provide sound advice to clients on emerging technologies and how these can be incorporated into the existing framework to improve the operations.
Client support training and advice: Provide specialized advice and training to IT Technicians and users on the optimal use of computer equipment and software to increase effective and efficient use by clients.
Purchasing advice: Evaluate IT equipment and software options translate client requirements and ensure smooth requisitioning delivery and receipt of assets.
Documentation: Record and document hardware/software problems system crashes actions and solutions on the technical database in the problem management system in order to facilitate the monitoring of trends recurring issues and service delivery times to have a readily available reference for similar future problems. Design user documentation and guides..
What you will bring:
University degree in a related field or an equivalent combination of education and several years of pertinent experience
Minimum 5 years of experience in an IT technical advisory and service role
Knowledge of operating systems to understand install diagnose and repair complex issues
Knowledge of networking protocols and technologies in order to configure and troubleshoot connectivity issues.
Knowledge of Office automation software to support and guide users in their work
Knowledge of University hardware software peripherals and security guidelines and standards
Knowledge of established IT policies and procedures of the University in areas such as procurement asset management and maintenance
Experience in supporting diverse user groups of mid to large sizes
Experience in resolving a wide variety of complex software hardware and peripheral issues
Experience in the implementation of system upgrades and a demonstrated ability to manage large projects
Experience in a customer service environment
Experience in providing supervision guidance leadership and feedback
Analytical skills to diagnose and repair complex software hardware and peripherals issues
Ability to proactively keep abreast of new/emerging technologies
Ability to prioritize own work and meet strict deadlines
Bilingualism - French and English (spoken and written)
#LI-Onsite
Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa:
Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.
The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect teamwork and inclusion where collaboration innovation and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply we welcome applications from qualified Indigenous persons racialized persons persons with disabilities women and LGBTQIA2S persons. The University is committed to creating and maintaining an accessible barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment assessment and selection processes. Applicants with disabilities may contact to communicate the accommodation need. All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.
Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.
If this is a front-line position with responsibilities to interact with students selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.
Prior to May 1 2022 the University required all students faculty staff and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 Covid-19 Vaccination. This policy was suspended effective May 1 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.
Required Experience:
IC
Employment Type
Full-Time
