Technical Support Assistant - Queens University

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, and perform other technical or administrative duties in support of Undergraduate Admission and Recruitment. 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.

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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.

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.

APPLICATION INSTRUCTIONS

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