Support Coordinator - Queens University

A Brief Overview

Reporting to the Manager of Support Services, Queen's Health Sciences Information Technology (QHS IT), the Support Coordinator serves as the first point of contact for faculty and staff seeking technology support and is adept at adjusting their communication to the needs of their audience. By providing documentation and direct instruction, the incumbent assists QHS constituents with day-to-day troubleshooting and escalates issues as necessary to the appropriate team. The Support Coordinator will provide further operational support to QHS IT, including request fulfillment, to ensure timely resolution of all issues, effective service delivery, and the development and maintenance of documentation, including related procedures. This position requires an adaptive individual, with a demonstrated ability to learn and develop as technology changes. Strong interpersonal and communication skills and a focus on customer service are fundamental to success in the role.

This position provides initial user support for a variety of operating systems, desktop applications, and other technologies. This position locates and shares information to support users in resolving connectivity and application use issues. This position also investigates security issues, addresses locked accounts, and escalates problems for resolution.

What you will do

• Provides initial user support for a variety of operating systems (Windows, Mac, mobile etc.), desktop applications, and other technologies.
• Locates and shares information to support users in resolving connectivity and application use issues.
• Investigates security issues, addresses locked accounts, and escalates problems for resolution.
• Assists users with purchasing and setting up supported devices such as desktops, laptops, software peripherals and mobile devices.
• Provides suggestions on improvements to service offerings and support materials.
• 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 1 year and up to and including 2 years of experience.
• Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements

• Practical and applied knowledge of specialized methods and processes that are typically acquired through a combination of technical or academic qualification and/or work experience.
• Provide consultation and advice on non-straightforward and/or complex issues.
• Interaction with others typically requires interpersonal skills and the ability to understand and influence.
• Adapt messages to meet the needs of the intended audience.
• Build relationships, trust and credibility.
• Manage own work and may train and review the work of casual employees, work study students and/or volunteers, to see commitments through to completion.
• Contribute to setting work priorities and direction, supporting the team in achieving goals and objectives.
• Participate in project team meetings and develop individual project plans.
• Lead procedural or technological change within a unit.
• Identify new problems and seek information and input to fully understand the cause of problems.
• Identify opportunities to improve the effectiveness and efficiency of work processes.
• Draw logical conclusions and provides opinions and recommendations.
• Research equity, diversity, accessibility and inclusion resources and best practices relevant to the job and unit operations in order to inform evidence-based planning.
• Commitment to principles of equity, diversity, accessibility, inclusion, Indigenization and human rights for equity deserving groups.

Please apply online at:
https://clients.njoyn.com/CL4/xweb/xweb.asp?clid=74827&page=jobdetails&jobid=J0126-0941&BRID=EX440729&SBDID=21474&LANG=1.