Information Technology Technician

University of Waterloo; Southwestern Ontario; On-site; CAD 56,000 - 71,000; Full time

Job summary

The IT Technician will support computing needs of the Faculty, Staff, Graduate and Undergraduate students in the Department of Civil and Environmental Engineering at the University of Waterloo. This is a customer-focused front-line role where hardware issues are resolved and equipment deployments are managed.

The position requires strong customer service, Office 365/MS Office proficiency, Active Directory skills, and effective asset management.

Qualifications

• IT degree, diploma or equivalent certification(s) required.
• 1+ year of practical IT support, service desk experience preferred.
• Strong customer service and communication skills.

Responsibilities

• Serve as front-line IT support for the department's customers.
• Install and configure computers, printers, servers and network gear.
• Maintain asset records and assist with deployments.
• Resolve tickets via the department helpdesk and document actions.

Skills

IT hardware troubleshooting

IT equipment deployment

Helpdesk support

Network fundamentals

Active Directory

Office 365 / MS Office

Customer service

Ticketing system

Education

IT related degree or diploma or cert

Tools

Asset management system

Ticketing software

Server knowledge

Networking equipment

Job description

At the University of Waterloo, we create and promote a culture where everyone can reach their full potential. As an employee, you get support & opportunities that empower you to advance your career. Explore how we can bring big ideas to life, together. The University is a welcoming workplace for those of all abilities, interests, and expertise. As part of our workforce, you can do what you do best, every day. Learn more about our recruitment process.

Job Requisition ID: 2026-02822 Time Type: Full time Employee Group: Staff Job Category: IT Support Employment Type: Temporary Department: Faculty of Engineering - Dean of Engineering Office - Civil and Environmental Engineering Information Technology Hiring Range: $56,494.16 - $70,617.70 Posting Information: This posting is for an existing vacancy. The internal posting deadline for this position is October 1, 2026 at 11:59PM This position is being offered as a Secondment or contract opportunity. Term: 1 year

Job Description: Primary Purpose

The IT Technician will be responsible for helping support the computing needs of the Faculty, Staff, Graduate and Undergraduate students in the Department of Civil and Environmental Engineering. This is a customer-focused front-line position where a variety of skills are needed to work within the complex ecosystem of IT solutions that exist on campus. The IT Technician will be the hardware specialist for the IT group, with the primary responsibility of resolving equipment related issues.

Key Accountabilities

IT Equipment Hardware Support

• Primary point of contact for the physical installation of IT equipment, including but not limited to: desktop and laptop computers, multi-functional printers, servers, network equipment, AV equipment, security systems, UPS units etc.
• Procure IT equipment for teaching, research and administrative use from a standard supplier list
• Maintain IT equipment as required
• Provide asset management services that track equipment lifetime

IT Helpdesk Support

• Create and assign service requests for team; requests come through various means (online request, email, phone, in person etc)
• Resolve assigned tickets in a timely manner
• Be familiar with all campus IT processes and policies to be able to accurately direct clients to the appropriate group when assistance is required from outside the department

Network Support

• Primary contact for departmental cabling and networking requirements
• Work in tandem with Engineering Computing and Information Systems and Technology to build and maintain our computer networking equipment
• Ensure that all departmental network documentation and port mapping is accurate and current

Workstation Deployment

• Work with the IT Specialist to deploy or replace computer workstations within the department
• Assist clients with issues that arise from the deployment and follow up with service tickets
• Maintain systems and recommend changes and upgrades as needed

*All employees of the University are expected to follow University and departmental health and safety policy, procedures and work practices at all times. Employees are also responsible for the completion of all health and safety training, as assigned. Employees with staff supervision and/or management responsibilities will ensure that assigned staff abide by the above, and actively identify, assess and correct health and safety hazards, as required.

Required Qualifications

Education

• IT related degree, diploma, or equivalent certification(s), education and experience

Experience

• 1+ year(s) of practical experience maintaining, installing and troubleshooting computers and associated peripherals
• Previous IT Service Desk or Helpdesk experience preferred
• A proven track record of customer service excellence required

Knowledge/Skills/Abilities

• Strong written and oral communication skills are essential
• Proficient in the use of Office 365/MS Office suite
• Ability to prioritize and operate with a sense of urgency
• Proven capacity to manage competing priorities in a high volume environment
• Attention to detail and accuracy are essential
• Genuine interest in enhancing and improving customer service
• Strong interpersonal skills with the ability to interact in a positive and supportive manner with team members and customers alike
• Demonstrated ability to diffuse sensitive customer service issues with tact and diplomacy
• Equally comfortable providing customer support via email, phone or in person
• Proficient knowledge of desktop computer hardware
• Experience using an asset management system
• General server knowledge
• Ticketing system knowledge
• Experience using Active Directory to manage computing domains
• Content Management System knowledge

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations. The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+. Positions are open to qualified candidates who are legally entitled to work in Canada. The University of Waterloo is committed to accessibility for persons with disabilities.

Final Paragraph

At the University of Waterloo, we think differently, we act with purpose, and we work together. We advance learning and knowledge through teaching, research, and scholarship, nationally and internationally, in an environment of free expression and enquiry. We are a leading global research-intensive university, renowned for entrepreneurship and innovation, providing co-op and work-integrated learning at scale with impact. Learn more about Waterloo