Helpdesk Technician I

Start Date:

As soon as possible.

Overview:

Under the direction of the Manager, Client Technologies, University of Ottawa Heart Institute Information Technology, the incumbent is responsible for providing telephone and email support to meet institutional IT support requirements. Support responsibilities include institutional PCs, laptops, smartphones, peripheral hardware, client operating systems, client telephony hardware, and approved enterprise applications.

Responsibilities:

• Deliver timely telephone and email assistance to clients and ensure Helpdesk coverage
• Provide courteous, professional, and quality client service
• Log and maintain accurate up-to-date information within ticket tracking system
• Strive to resolve problems and answer questions in a timely manner and on first call, utilizing experience, procedures, available tools, and other team members
• Exercise resourcefulness in determining the cause of problems through acquired knowledge and guidance from second and third level support groups
• Effectively troubleshoot incidents and contribute to timely incident resolution
• Adhere to all documented and formalized policies and procedures
• Escalate or ask for direction on questionable/problematic tickets or issues
• Promote the use of institutional hardware and software standards
• Regular stand-by (on call) support hours will be required

Requirements:

• Post-secondary graduate in Computer Science, Computer Systems, Computer Engineering Technology, or related field
• Very good spoken and written English required
• Good systems analysis skills usually acquired as a result of one (1) or more years of relevant experience.
• Knowledge of Helpdesk best practices and ITIL/service management frameworks
• Knowledge of Helpdesk ticket management software
• Knowledge of Novell and Windows operating systems environments
• Knowledge of current computer hardware, software, and networking technologies
• Experience in computer and printer hardware support services

Competencies:

• Excellent client service skills including patience and diplomacy
• Excellent oral and written communication skills
• Excellent interpersonal skills
• Strong organizational and time management skills
• Strong troubleshooting and problem analysis and skills
• Team player with demonstrated commitment to service excellence

To Apply:

Please e-mail CV’s to [email protected].

The University of Ottawa Heart Institute is committed to developing inclusive, barrier-free selection processes and work environments. Accommodations will be provided in all parts of the hiring process relating to any specialty requirements. Applicants should make their needs known in advance.

The successful candidate will be required, prior to the start of employment, to complete mandatory organizational training available online, provide a satisfactory Criminal Record Check and provide an official piece of photo identification.