The Technology Sector (TS) team works to continually enhance the quality, efficiency, and effectiveness of the University of Winnipeg through the judicious application of technology. This mandate encompasses the educational, research, and administrative functions of the University.

The Client Support Specialist is a full-time continuing position that acts as the primary operational interface between TS and the campus community. They are on the front line, assisting university members with technical Issues that the clients face day-to-day.

Responsibilities:

• Resolve client issues using technology products and services supported by TS.
• Receives problem reports submitted by clients by phone, in person or by e-mail.
• Determines whether the problem can be resolved based on similar prior incidents or workarounds for known technical issues.
• Where there is no known resolution, analyses the problem, determines a solution, provides the necessary instructions to the client, and/or escalates to second level support.
• Creation of login accounts for new staff, faculty and in some cases students on University systems.
• Assists with Learning Management System (LMS-Nexus) account issues.
• Maintenance of accounts: password resets, detail modification, name changes, extensions and terminations.
• Helps clients in effective use of products and services supported by TS.
• Triages support/service requests received.
• Create and assign tickets for both incident and service requests and manage through to resolution.
• Ensures that all technical incidents and service requests are properly logged with full descriptions.
• Maintains regular communication with the client until an incident or request is resolved to the client’s satisfaction and closed.
• Escalates incidents and requests of a higher complexity to the Manager as needed.

Qualifications:

• High school completions or its equivalent with related options and/or coursework.
• Relevant technical skills training and upgrading ongoing throughout career.
• Completion of courses in technical support, preferably from an industry organization such as the Help Desk Institute, CompTIA or ITIL considered an asset.
• Knowledge of customer service best practices.
• Working knowledge of adult training methods.
• Knowledge resolving technical issues in Microsoft environment.
• 2-3 years of experience in a client service setting with the focus being on technology products.
• Managing and coordinating personal work and commitments.
• Explaining policies and procedures as related to computer tools, TS accounts, security administration, systems supported by TS.
• Determine the most appropriate resolution to a client’s needs by selecting from several potential resolutions.
• Clearly understands when it is appropriate to engage specialized technical staff and the information these individuals will need.
• Excellent interpersonal skills working with clients and individuals under stress.
• Ability to communicate to clients the actions they need to perform at the appropriate level.
• Communicates procedures and policies to clients diplomatically and understandably.
• Ability to ask probing questions to elicit the information needed from clients to understand the nature and impact of the issue.
• Excellent verbal and written communication skills and an ability to deal effectively with all levels of faculty, staff and students.
• Full competency in PC office productivity tools.
• Knowledge of functionality in core UW software.
• Use of call tracking software to open and manage issues through to resolution.
• Ability to work effectively with others in a team environment.
• Attention to detail, ability to think in the abstract and adjust to rapidly changing environment.
• Ability to respond calmly to apparent emergencies and to think logically, accurately diagnosis problems, and affect a suitable resolution.
• Ability to deal with distraught or angry clients in a calm professional manner.
• Ability to explain complex technical issues in business terms appropriate to the client.

An equivalent combination of education, experience, skills, knowledge and abilities may be considered.

Condition(s) of Employment:

• Must be legally entitled to work in Canada.

The salary range for this position will be from $40,677.00 to $56,110.60 annually.

Note: The work described in this posting will be conducted in-person.

The University of Winnipeg is committed to equity, diversity and inclusion and recognizes that a diverse staff and faculty benefits and enriches the work, learning and research environments, and is essential to academic and institutional excellence. We welcome applications from all qualified individuals and encourage women, racialized persons, Indigenous persons, persons with disabilities, and 2SLGBTQ+ persons to confidentially self-identify at time of application.

The University of Winnipeg is committed to ensuring employment opportunities are accessible for all applicants. If you require accommodation supports during the recruitment process, please contact human_resources@uwinnipeg.ca.

The personal information of applicants is collected under the authority of the University of Winnipeg Act and 36(1)(b) of the Freedom of Information and Protection of Privacy Act. All personal information collected via the recruitment process is used to assess the applicant’s suitability, eligibility, and qualifications for employment, and to otherwise support recruitment activities. This information will be provided to participating members of the recruitment process. Questions regarding the collection of your personal information may be directed to the Director, HR Services, 515 Portage Avenue, Winnipeg, MB, R3B 2E9 or human_resources@uwinnipeg.ca.