Client Support Specialist

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Posting Information:
This posting is for an existing vacancy.

The internal posting deadline for this position is April 23 2026 at 11:59PM.

Job Description:

Primary Purpose

The Client Support Specialist provides a wide range of direct services and support to faculty staff and students in their use of the electronic workspace at the School of Architecture. The Client Support Specialist is responsible for providing services support consulting training and communication services to clients at the School of Architecture. Services include troubleshooting client computer issues providing instruction and training for school services (printing wireless access shared resources and information systems) and maintaining school computing equipment (student computer lab multifunction printer/copier/scanners large format plotters). The Client Support Specialist will also be responsible for coordinating Audio/Visual technology systems for day-to-day functionality.

Key Accountabilities

Client Service

Acts as a resource to students staff and faculty to understand and resolve computing and technology related issues including but not limited to hardware and software support

Prioritize and provide timely requests for technical support and troubleshooting using ticketing system (JIRA);

Assist students faculty staff and guests of the School with any University of Waterloo Systems eg. WatIam Workday Quest Learn Microsoft 365 Architectural Design Applications

Work with the Computing and Media Manager to deploy maintain or replace computer workstations for staff in the School of Architecture and Musagetes Library;

Support faculty with technical teaching needs and resources;

First point of contact for technical support for meetings co-op interviews conference calls etc.

Establish and maintain all School email listservs and ensure lists are up to date each term; provide shared drive access to faculty and staff

Network and A/V Systems Support

Provide technical support including hardware/software installation operations and upgrades to systems and infrastructure components which support the School of Architecture daily operating functions;

Apply appropriate patches and upgrades;

Install software packages in student computing labs ensuring all software licenses and applications are up to date;

Act as liaison with Computer Engineering/IST/WatCard Office for Waterloo account and printing account and set up;

Request and administer alarm access codes; ensure the key and alarm access lists are up-to-date and codes are de-activated when necessary

Audio video (AV) support and by coordinating the facultys AV technology specialist

IT Equipment Support

Maintain IT and AV equipment for classroom teaching needs;

Maintains inventory of School classroom technology AV and computer equipment staff workstations and associated software licenses

Monitor all School of Architecture printers photocopiers scanners and large-scale plotters arranging appropriate printing accounts as well as service repairs as required

Ensures technical support of computer equipment specialized fabrication equipment and associated software platforms; prioritize support to reduce downtime;

Ensure all computing labs and computing workstations are maintained and in working order;

Other Duties

Support and maintain ACM Supply store

Participate and setup AV on campus meetings and events as required;

Act as back up for the Manager Computing and Media

Special projects and duties signed by the Manager Architecture Computing and Media or Administrative Officer.

Required Qualifications

Education

IT or computing related degree or equivalent certification(s) education and experience.

Experience

2 years of practical experience maintaining installing and troubleshooting computers and associated peripherals

Previous experience in an IT service role preferred

Demonstrated experience working in a client support/service with a focus on customer service

Knowledge/Skills/Abilities

Strong written and oral communication skills are essential

Ability to prioritize and operate with a sense of urgency

Proven capacity to manage competing priorities in a high-volume environment

Attention to detail and accuracy are essential

Genuine interest in enhancing and improving customer service

Strong interpersonal skills with the ability to interact in a positive and supportive manner with team members faculty and students

Equally comfortable providing customer support via email phone or in person

Proficient knowledge of desktop computer hardware and software

Preferred knowledge of MacOS Windows Server and general server knowledge

Ability to use programming languages to automate tactics: Java JavaScript PowerShell PHP

Knowledge of University of Waterloo systems and an understanding of virtualized environments VMWare VirtualBox etc. considered an asset

Equity Statement

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 anti-racism and inclusion. As such we encourage applications from candidates who have been historically disadvantaged and marginalized including applicants who identify as First Nations Métis 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 or ext. 45935.