Date: Sep 30, 2025

Location: Waterloo, CA

Company: Wilfrid Laurier University

Department: Information and Comm. Technologies

Job Type: Limited Term

Full-time/Part-time: Full Time (>=1249 hrs/year)

Campus: Waterloo

Reports to: Manager, ICT Service Desk

Employee Group: WLUSA

Application Deadline: October 8, 2025

Requisition ID: 10248

Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.

Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Laurier's Waterloo, Kitchener, and Brantford campuses are located on the shared traditional territory of the Neutral, Anishnaabe, and Haudenosaunee peoples. This land is part of the Dish with One Spoon Treaty between the Haudenosaunee and Anishnaabe peoples and symbolizes the agreement to share, protect our resources, and not to engage in conflict. Laurier's Milton campus is located on the traditional territory of the Mississaugas of the Credit, and part of the Nanfan Treaty of 1701 between the British Crown and the Haudenosaunee Confederacy.

Position Summary

The Service Desk Analyst is responsible for providing 1st level help desk support of computer hardware and software, telephony, and media technology incidents and problems as reported by University faculty, staff and students. The analyst is expected to provide quality 1st call resolution (technical support) to as many incidents and problems as possible and therefore must maintain an appropriate level of knowledge in all university standard hardware, software, media technology, and peripherals. After appropriate triage, the incumbent will create a ticket in the Service Management tool to be passed on to the second and/or third level support teams if appropriate.

The incumbent is expected to work with technical support staff in other departments of the University to ensure that the services offered by ICT meet the requirements of the institution.

The incumbent is expected to provide the necessary inputs to the rest of the organization in terms of the kind and the level of support needed to meet the requirements of end-users. Some of the services provided include remote and in person (walk up) 1st level technical support for IT hardware and software, telephony, wireless, video and classroom technology, documentation, training and applications support. Given the diversity of users in the University, the breath of hardware and software knowledge required to reside in this group is high.

Interpersonal interactions are required on an ongoing basis with all departments at the Brantford Campus, the Waterloo Campus, and Kitchener Campus.

Accountabilities

Service Management – 1st level support

• Provides 1st level technical support to customers in accordance with well defined Service Desk principles;

• Work to provide 1st call resolution of service issues and implement solutions that provide long term benefit and increased efficiency in university operations;

• Analyses user requests/incidents/problems and provides workable solutions whenever possible or appropriate;

• Arranges for the resolution of incidents and/or problems outside the scope of the Service Desk by escalation to second and third level support by entering the incident or problem into the Service Management system;

• Provides second or third level support for their areas of expertise;

• Provides information regarding ICT policies, procedures, facilities, and supported computing and telephone hardware/software to all levels of the university community;

• Document problem trends so as to advise management as to possible systemic issues and/or training requirements;

• Troubleshoots computers and associated peripherals;

• Demonstrates, recommends, and supports University standard computer software on University owned computers;

• Administers user access and upgrades on University licensed software;

• Carries out other user support activities as directed by the Manager, ICT Service Desk

• Ensure that service requests and incidents are logged, assigned, and resolved in accordance with service level commitments;

• Identify need for training solutions for end users and communicate to Manager Employee Service Desk;

• Escalates user issues to second and third tier support within the ITS organization and owns the issue through to resolution;

• Develop, document and implement technical support operating procedures; suggest system modification to improve service delivery;

• Act as additional support for other members of the ICT Support group when required.

Technical Elements

• Day to day support of an environment that includes a multitude of computing environments including but not limited to; Microsoft Technologies including Windows operating systems, e-mail systems, Active Directory and MAC hardware;

• Hardware support of university standard equipment including but not limited to laptops, computer, peripherals, tablets and smart phones;

• Software support of but not limited to; Microsoft Office Suites, PDF Creator, , web browsers such as Chrome, Firefox and Internet Explorer;

• Basic support and triage of network connectivity - DNS, DHCP, and TCPIP;

• Basic support and triage of media equipment - projectors, sound equipment, and microphones;

Qualifications

• This position requires Community College and 2 years of work experience in a technical support related field or Call Center/Help Desk environment as a 1st level support specialist, or consultant;

• Demonstrated problem solving, negotiation and prioritizing abilities in a multi-task environment;

• Technical experience in Microsoft Office Suites, Windows Operating Systems, email systems, Adobe PDF Creator, web browsers such as Internet Explorer, Chrome, Firefox, active directory, basic network connectivity including IP addresses;

• Must demonstrate exceptional customer service skills;

• Proven ability to work under deadlines and manage changing priorities;

• Strong knowledge of user support processes and practices;

• Ability to communicate effectively both orally and in writing; establish and maintain effective working relationships with all levels of co-workers, faculty and staff;

• Other responsibilities as may be assigned from time to time;

• A+ and ITIL certification an asset;

This position is deemed eligible for educational equivalencies.

Hours of Work: Please note this is a Full Time, Limited Term position with an expectted end date of May 28, 2027. The normal hours of work are from Monday to Friday, 8:30am to 4:30pm. May require flexibility to work occasional evening and/or weekends for project work, emergenccy calls for system failures and during peak periods in August, September, & January to ensure operational efficiency. Where possible, the manager will adjust the schedule so no more than 34 hours are worked in a week. This role offers limited flexibility regarding flexible work arrangements. Please see Policy 8.14 (Flexible Work Policy) for more information. All arrangement must be approved by the direct manager. On occasion, this schedule may need to be adjusted to meet operational requirements.

Compensation:

Level: D

Rate of Pay: $38.34 - $43.82

$38. 34 to $40.53 per hour with an annual step progression on anniversary date up to $43.82 per hour. Considerations for new hire step placements include, qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job.

Job Factor Scores:

WLUSA/WLU Job Evaluation Factors

Score

Education

3

Experience

2

Interpersonal Skills

3.5

Applied Reasoning and Analytical Skills

4

Co-ordination and Planning

3

Accountability for Others

1

Impact of Decisions

3

Mental Effort

3

Level of Physical Effort

2

Working Environment

2

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.

Equity, diversity and creating a culture of inclusion are part of Laurier’s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at careers.wlu.ca/content/How-to-apply/

Should you be interested in learning more about this opportunity, please visit www.wlu.ca/careers for additional information and the online application system.

Job Segment: Service Desk, Technical Support, Help Desk, Information Technology, Call Center, Customer Service, Technology