IT Support Technician

McGill University

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Position Summary:
Under the direction of the immediate supervisor, provides, in person, IT support and performs technical tasks related to the maintenance of an area’s IT resources including desktop computers, laptops, PDA, smartphones and peripherals. Installs, configures, tests and upgrades computer hardware and software. Acts as resource person and resolves problems. Performs technical demonstrations and shows others what to do. Maintains computer equipment and performs adjustments and minor repairs. Maintains documentation and records.

  • Performs first level support on Audio-Visual systems in the Faculty of Medicine classrooms and escalates cases to NCS Audio-Visual support department.
  • Performs intermediate to advanced installations, moves, changes on Microsoft Windows PCs, Apple computers, laptops, tablets and peripheries following the established procedures in Faculty of Medicine IT department.
  • Installs, tests, configures and upgrades hardware and software at the workstation level (one-to-one user support). Maintains computer images and performs mass scale deployments for classrooms.
  • Develops technical procedures or modifies the existing ones, while documenting and communicating these changes to the team
  • Provides first level support for the users in the Faculty of Medicine computer networks – Downtown campus and remote / hospital locations.
  • Responsible for providing timely and efficient support for McGill students, staff and academics.
  • Ensures connectivity with file servers, email, application servers, VPN and access to and from MUHC networks.
  • Provides basic administration of the computer network such as unlocking AD user accounts, troubleshooting problems by querying AD group membership and AD Organization Unit object location and enforcing Group Policy Objects.
  • Performs backup and migration of users’ data in case of repair, upgrade, etc.
  • Conducts spot-checks on users’ systems to ensure proper functioning. In the case of problems, may resolve independently (basic issues) or refer to another staff member (due to complexity of the issue), via ticketing system (Heat, Service Now).
  • Recommends purchases of equipment to ensure they meet with IT Services guidelines and comply with the University policies.  Maintains IT inventory database. Prepares inventory and problem reports.
  •  Analyzes and discusses results. Works as a technical liaison between clients and Central IT units.
  • Makes recommendations to customers. Performs minor repairs to computers, like memory, hard drive upgrades, power supply replacement.
  • Contacts vendors support to resolve Hardware and Software issues.
  • Keeps abreast of new developments in the field to update skills, communicates his knowledge with the team.

Other Qualifying Skills and/or Abilities:

Demonstrated ability to work in an environment using Microsoft Active Directory, Windows and Mac operating systems, and various business software such as Microsoft Office Products. Knowledge of iOS and Android is an asset.

Ability to assess computer related problems; troubleshooting skills – hardware and software.

Demonstrated ability to clearly receive, retain and transmit information with a proven ability to communicate clearly and effectively at all levels. Proven ability to work autonomously and as a member of a team in a fast paced, high volume area. Demonstrated ability to take initiative, problem-solve and organize work within area of responsibility. Proven ability to be proactive and devote full attention to clientele.  Strong organizational skills with ability to multi-task, prioritize and work under pressure to meet multiple deadlines. Ability to participate and work on committees with other McGill computer-related units. Proven ability to outreach and liaise with external organizations. Demonstrated ability to answer calls with professionalism and tact while dealing patiently and calmly with clients who are anxious.  Proven discretion in dealing with confidential information.  Ensure that clients from diverse cultures, ethnic origins, sexual and gender identifications, religious or faith backgrounds and all types of abilities receive equitable treatment and access to Services.  English, spoken and written.  French, spoken and read.

Minimum Education and Experience:

DEC III – Computer Science Technology 3 Years Related Experience /

Hourly Salary:

(MUNACA Level G) $30.28 – $37.52

Hours per Week:

33.75 (Full time)

Supervisor:

Customer Support Supr (ER)

Position End Date (If applicable):

Deadline to Apply:

2022-12-05

McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, [email protected] .

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