PA Level 6 - Client Solutions Technician - Robertson Library
$54,526 to $59,882 per annum, as per CUPE 1870
Reporting to the Systems Librarian and working as part of the Digital Initiatives and Systems Unit with the larger Library team, and in collaboration with IT Systems and Services, the successful candidate will be the first point of contact providing excellent customer service and technical support for library staff and users.
RESPONSIBILITIES:
- Providing excellent client service
- Supporting the use of the library’s desktop hardware, software, and peripherals
- Developing, delivering, and updating technical training for library staff
- Diagnosing, solving, and/or referring software, hardware, and network issues
- Maintaining laptop disk images and reimaging processes
- Maintaining hardware and software inventories
- Recommending appropriate hardware and software solutions
- Triaging requests, resolving issues, and/or reassigning tickets to the appropriate resource
- Monitoring library-related cybersecurity reports
- Liaising with ITSS staff on desktop, network, training, and support issues as they arise
- Creating and updating local Work
Work Conditions:
- Requires some off-hours work to support systems that this role is responsible for
- Sitting for extended periods of time
- Accessing server rooms on campus external to the library
QUALIFICATIONS:
- A post-secondary degree or a minimum of a two-year College diploma in an IT-related field along with two year’s work experience in a client support role or an equivalent combination of education and related work experience is required
- A strong commitment to excellent client service is a fundamental requirement for this position, along with very strong oral and written communication skills
- Demonstrated commitment to continuous, self-directed learning
- Experience triaging and managing support tickets
- Strong organizational skills and ability to prioritize tasks
- Ability to work independently and in a team
- Excellent problem-solving, analytical, and organizational skills
- Effectively use productivity tools for time management and communication
Assets:
- Desktop hardware support experience
- Experience with the Drupal CMS
- Project management skills
- Experience managing disk imaging processes (eg. Fog)
- Experience with programming languages (e.g. PHP, Python, bash) and APIs
- Experience working in Mac, PC, and Linux environments
Please submit electronically a cover letter, quoting the competition number, a resume and reference list to be received no later than the closing date via the link posted on the UPEI Human Resources website. Applications will not be accepted via email.
If you are unable to apply online, you can drop off your resume to the Human Resources Department, Kelley Building, University of Prince Edward Island, 550 University Avenue, Charlottetown, PEI C1A 4P3, Fax Number 902-894-2895.
UPEI is committed to equity, diversity, inclusion, and reconciliation and believes in providing a positive learning and working environment where every person feels empowered to contribute. UPEI is committed to the principle of equity in employment and encourages applications from underrepresented groups including women, Indigenous peoples, visible minorities, persons with disabilities, persons of any sexual orientation or gender identity, and others with the skills and knowledge to productively engage with diverse communities. If you require accommodation in any part of the process, please direct your inquiries, in confidence, to our HR Officer, hrofficer@upei.ca.
Only those applicants who are invited to an interview will be acknowledged.
