Technical Support Assistant - Queens University

Reporting to the Director, Systems & Analytics, the Technical Support Assistant will be responsible for assisting in the ongoing development of information systems. The incumbent will troubleshoot user problems and configure equipment and applications. The incumbent will maintain operational systems, organize and supervise operational systems, train users on the use of applications, give purchasing advice, and perform other technical or administrative duties in support of the unit. The incumbent will contribute a general knowledge to the team and have the capacity to receive appropriate training, experience and exposure to technology and business requirements for future areas of specialization. The Technical Support Assistant ensures the quality delivery or implementation of applications and process changes, along with providing the appropriate communication and training support for effective and enhanced integration.

This position completes system-related new staff setups, access requests, hardware requests and/or training setups. This position troubleshoots problems with software, hardware, installation and upgrades, and configures, installs, tests, updates, maintains, backs-up, supports, and administers multi-user systems and server applications. This position supports users through technical knowledge to ensure proper use of software and hardware.

What you will do

• Completes work from ticket workflow including new staff setups, access requests, hardware requests and/or training setups.
• Troubleshoots problems with software, hardware, installation and upgrades.
• Configures, installs, tests, updates, maintains, backs-up, supports, and administers multi-user systems and server applications.
• Configures systems and security on software to protect data by encryption and domain password security.
• Maintains documentation on installation and configuration specifications.
• Supports users through technical knowledge to ensure proper use of software and hardware.
• Provides support to the application database.
• Assists with training new users.
• Other duties as required in support of the department and/or unit.

Required Education

• Three-year Community College Diploma or Three-Year Bachelor Degree, or equivalent. In addition, requires trade certification, qualification, or on-going learning to remain ahead of changes in technology or emerging fields.

Required Experience

• More than 2 years and up to and including 3 years of experience.
• Experience in Enterprise Resource Planning (ERP) Systems Administration considered an asset (e.g., Oracle-PeopleSoft, etc.).
• Experience in database administration/management, design and/or technologies considered an asset (e.g., MySQL, PostgreSQL, and/or Oracle/DB2, relational databases, warehoused databases, etc.).
• Experience with software and web technologies considered an asset (e.g., ServiceNow, Customer Relationship Management (CRM), other software packaging, etc.).
• Experience working at a post-secondary education institution considered an asset.
• Consideration may be given to an equivalent combination of education and experience.

APPLICATION INSTRUCTIONS

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