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Job Summary

The incumbent primarily provides first and second level support to programs of study for students and faculty (including research) and administration. They assist faculty, researchers, students, and staff within the offices, computer lab, teaching spaces, and other facilities of the Stephen J.R. Smith Faculty of Engineering and Applied Science.

For periods of time and on a rotating basis they incumbent will be primarily responsible for a physical area such as an academic department. They are sometimes the first point of contact for users with IT-related questions, problems, or requests. The incumbent operates within a triage-based support framework and on occasion provides coverage for the IT Dispatcher. The incumbent is expected to initiate timely and regular communication and to document problem resolutions.

The incumbent is also involved in project-based work including the setting up of new systems and equipment, participating in the annual Work Plan for the Information Technology Department. They will advise and assist with instructional technologies used in the teaching operations of the Faculty and academic departments.

The incumbent combines advanced problem-solving skills with in-depth knowledge of the systems and applications used within the Faculty. Primary activities include:

• Problem diagnosis and troubleshooting

• Consulting with other members of the team

• Prioritizing of issues within Faculty guidelines

• Research to determine the best solution

• Implementation, updating course related software

• Support for a wide range of peripherals such as video cameras, flash drives, etc.

• Support audio/video equipment – integration with laptops, projector setup, audio and video conferencing etc.

• Communication with the IT Dispatcher or end-user at start, end, and during regular intervals of the issue resolution

• Administrative support duties as delegated in support of the unit, such as maintaining files, bookkeeping, inventory control, equipment rentals, etc.

• Other duties as required in support of the IT department

Typical support situations include:

• Modify and enhance existing programs or systems

• Install new software and hardware, integrating it with existing university and Faculty systems

• Troubleshoot problems with hardware, software, and networks

• Provide training to end users on best-practices with computing technologies

• Granting or updating permissions or access rights to systems

• Providing educational technology support to instructors, teaching assistants, and student groups of a particular academic department

The incumbent is expected to juggle multiple conflicting issues using their own judgement. They will communicate using the phone, remote access systems, or in person.

The incumbent is called upon to provide recommendations to end users on hardware and software selection and integration with Faculty systems, using their broad experience and perspective.

The incumbent may have access to confidential files and data on networked computer systems, and must maintain a high degree of confidentiality and professional integrity. A confidentiality agreement must be signed by the employee. They will at all times be aware of security issues within Faculty systems and services, and take immediate steps to communicate and correct any problems identified.

Job Description

2. TO FULFILL YOUR DUTIES WHAT KNOWLEDGE, SKILLS, AND SPECIALIZED TECHNIQUES ARE REQUIRED? HOW WOULD EACH BE NORMALLY ACQUIRED? HOW LONG WOULD IT TAKE TO BECOME PROFICIENT IN EACH OF THE AREAS OF YOUR WORK?

• A three-year post-secondary program in a related field and several years of experience

• An advanced level of customer service skill and experience

• Well-developed problem solving and analytical skills that enable the gathering of information from multiple sources, analysis, and interpretation

• Good verbal and written communication skills to provide effective documentation and communication with end users and peers

• Advanced organizational and time-management skills

• Broad knowledge of current operating systems and applications used in an educational and office environment

• Broad knowledge of networking protocols such as Ethernet, TCP/IP, and associated services

• Expertise with hardware including personal computers, peripheral devices, and network devices

• The ability to stay current with the rapidly evolving IT landscape to ensure a suitable level of service.

• The ability to work in a team environment, making effective use of the skills and experiences of peers

3. IS IT NECESSARY IN THIS POSITION TO OVERSEE THE WORK OF OR TO INSTRUCT OTHER STAFF? IF SO WHAT DOES THIS INVOLVE?

Faculty, staff, and students are instructed by the incumbent in the effective use of computing equipment, peripherals, and software. This instruction may take the form of brief tutorial sessions to individuals or small groups.

4. WHAT OTHER PEOPLE MUST YOU DEAL WITH IN THIS JOB AND WHY (I.E. IS THERE DIRECT CONTACT WITH STUDENTS, TEACHING STAFF, OTHER DEPARTMENTS, PEOPLE OUTSIDE THE UNIVERSITY COMMUNITY)?

This position requires daily contact with faculty, staff, students, and others outside the Faculty and department as a support resource. The incumbent will be in constant communication with other members of the I.T. team.

5. HOW IS YOUR WORK ASSIGNED TO YOU AND HOW CLOSELY IS YOUR WORK CHECKED BY SOMEONE ELSE?

Work is received in the form of requests from end users that might arrive by phone, email, ticketing system, or in person. The incumbent is required to prioritize requests according to department guidelines and to meet targeted resolution times. Generally work is not checked by someone else except through end user feedback. The Manager, Support Services will also assign tasks outside of the regular ticketing system.

When acting as the primary contact for a particular academic department, the incumbent will spend most of their time assisting end users in that area but may also get called to other areas of the Faculty.

The incumbent is expected to attend regular meetings of department staff, and other meetings as assigned.

6A. ARE THE SORTS OF PROBLEMS ENCOUNTERED IN THIS JOB USUALLY COVERED BY ESTABLISHED PROCEDURES OR DO YOU FREQUENTLY HAVE TO DEVELOP OR INVENT SOLUTIONS TO PROBLEMS YOURSELF?

Some issues will have well established solutions, but due to the dynamic nature of technology the incumbent will often be required to research and develop solutions using Internet resources, other members of the support team, previous resolution databases, and documentation.

6B. ARE YOU INVOLVED IN ESTABLISHING STANDARD PROCEDURES (GIVE EXAMPLES)?

The incumbent is required to document problem resolutions and thereby make them available to other support staff encountering a similar issue. They will be invited to be part of brainstorming sessions designed to create standard procedures and policies for Faculty technology.

7A. WHAT IS THE SIZE OF YOUR DEPARTMENT (I.E. NUMBER OF CLASSES FOR WHICH YOU ARE INVOLVED WITH LABS, NUMBER OF STUDENTS, NUMBER OF STAFF YOU MIGHT COME IN CONTACT WITH AND THE NUMBER OF TECHNICIANS IN YOUR DEPARTMENT)?

The Stephen J.R. Smith Faculty of Engineering and Applied Science has:

• ~ 2,600 full-time undergraduate students

• ~ 450 full-time graduate students

• ~ 100 faculty

• ~ 80 support staff including 10 team members in Information Technology

7B. WHAT KIND OF RESEARCH EQUIPMENT OR MATERIAL ARE YOU RESPONSIBLE FOR? ARE YOU SOLELY RESPONSIBLE FOR IT AND WHAT IS ITS APPROXIMATE VALUE?

The Stephen J.R. Smith Faculty of Engineering and Applied Science has approximately 1,000 pieces of computing equipment on inventory with an approximate value of $2,000,000. The incumbent shares responsibility for this equipment with other members of the Faculty I.T. team.

8. GIVE DETAILS OF ANY UNUSUAL FACTORS AFFECTING THIS JOB (I.E. HAZARDS, UNUSUAL WORKING CONDITIONS, REQUIREMENT FOR A HIGH DEGREE OF MANUAL DEXTERITY, ETC.)

The incumbent may be required to:

• occasionally move heavy objects
• sit at a keyboard for long periods of time
• have access to confidential files and data on networked computer systems
• deal with conflicting demands on their time such as multiple simultaneous tasks, frequent interruptions, and deadlines
• deal with difficult or upset end users

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen's is strongly committed to employment equity, diversity, and inclusion in the workplace and encourages applications from Black, racialized persons, Indigenous people, women, persons with disabilities, and 2SLGBTQI+ persons. In accordance with Canadian Immigration requirements, priority will be given to those who are legally eligible to work in Canada.

The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at hradmin@queensu.ca.