Service Support Specialist

COVID 19 On-Campus Requirements

Prior to May 1 2022 the University required all students faculty staff and visitors (including contractors) to declare their COVID-19 vaccination status and provide proof that they were fully vaccinated or had an approved accommodation to engage in in-person University activities. These requirements were suspended effective May 1 2022 but the University may reinstate them at any point.

About Queens University

Queens University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research faculty administration engineering & construction athletics & recreation power generation corporate shared services and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women racialized/visible minorities Indigenous/Aboriginal peoples persons with a disability persons who identify in the LGBTQ community and others who reflect the diversity of Canadian society.

Come work with us!

Job Summary

A Brief Overview
The IT Support Centre of Information Technology Services (IT Services) at Queens University requires a Service Support Specialist.

This position provides technical expertise and advice to the university community in selecting installing configuring imaging securing and maintaining supported systems software applications and other technologies. This position investigates diagnoses and resolves complex escalated user issues and oversees escalated directory and permissions issues. This position researches and proposes technologies and processes to improve/extend the IT Services service offering. This position also develops and delivers training to educate users and ITS staff on effectively using supported technologies.

The position is often challenging yet rewarding as you work both individually and as a cohesive team to troubleshoot and resolve client facing issues. As the lead in the IT Support Centre you play an important role by participating in project and service level teams ensuring the Help Desk is provided knowledge and training to support the community. You will mentor junior staff while deep diving into the troubleshooting of unique issues. If you enjoy an environment where no two days are alike love troubleshooting end user issues and applications and if you excel at delivering customer service with empathy enthusiasm and a can-do attitude consider applying for the Service Support Specialist role. We look forward to hearing from you.

Job Description

What you will do
Provides technical expertise and advice to the university community in selecting installing configuring imaging securing and maintaining supported systems software applications and other technologies.
Investigates diagnoses and resolves complex escalated user issues and oversees escalated directory and permissions issues.
Conducts a risk analysis of system problems and consults with others to identify the scope and direction needed for resolution.
Researches and proposes technologies and processes to improve/extend the IT Services service offering.
Gathers and evaluates information to addresses concerns outside the standard service offerings.
Develops and delivers training to educate users and ITS staff on effectively using supported technologies.

Required Education
Four-Year Bachelor Degree or addition requires trade certification qualification or on-going learning to remain ahead of changes in technology or emerging fields.

Required Experience
More than 3 years and up to and including 5 years of experience.
Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements
Knowledge of concepts and principles in a specialist field that is typically acquired through a combination of advanced professional or academic qualifications and/or substantial work experience.
Provide effective consultation and advice on non-straightforward and/or complex issues.
Interaction with others requires interpersonal skills and the ability to understand and influence.
Adapt messages to meet the different needs of different audiences.
Builds relationships trust and credibility.
Prioritize and distribute work to deliver objectives on time and to the highest standard.
Identify in advance when the intended results may not be achieved and develops a plan to address the gaps.
Actively participate in project team meetings and develop individual and unit project plans.
Lead procedural or technological change within a unit.
Identify opportunities to improve the effectiveness and efficiency of work processes.
Seek information and input to fully understand the cause of problems.
Appropriately assesses risks before making a decision.
Contribute to the creation and evaluation of possible solutions.
Take action to remove obstacles and address problems before they impact performance and results.
Apply equity diversity accessibility inclusion and Indigenization considerations to decision making and planning.
Promote a work environment that is free from sexual violence harassment and discrimination and the ability to show empathy for those who have experienced trauma.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queens is strongly committed to employment equity diversity and inclusion in the workplace and encourages applications from Black racialized persons Indigenous people women persons with disabilities and 2SLGBTQI accordance with Canadian Immigration requirements priority will be given to those who are legally eligible to work in Canada.

The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at .