Senior IT Specialist

University of Waterloo; Waterloo; On-site; CAD 80,000 - 100,000; Full time

Job summary

The University of Waterloo is seeking a Senior Information Technology Specialist to manage and support computing systems within the Faculty of Mathematics. This role involves providing excellent client service, managing infrastructure, and ensuring effective technology solutions for administrative and academic needs. Candidates should possess a university degree in computing and have at least 5 years of relevant experience in IT.

Qualifications

• 5+ years of experience in IT in a university or industry setting.
• Strong client service skills with the ability to work in a team.
• Experience with web applications development is an asset.

Responsibilities

• Manage and support computing environments for the Faculty of Mathematics.
• Provide excellent client service and resolve technology issues.
• Document systems, processes, and procedures.

Skills

Client Service

Problem Solving

Communication

Organizational Skills

Adaptability

Education

University degree in computing discipline

Job description

Overview

Term: 1 Year

The Senior Information Technology Specialist (Senior IT Specialist) is responsible for the provisioning and support of all information technology and related computing systems in the Faculty of Mathematics. These responsibilities include management of computing environments and supporting infrastructure, enabling and improving outcomes for administrative, teaching, and research computing in the Faculty of Math.

Responsibilities

Client Service: Contribute to providing excellent client service to the Faculty and associated individuals and groups in their use of computing and related technology

• Work with clients to understand and resolve their computing and related technology issues.
• Provide guidance and technical advice to clients.
• Document client requests.
• Provide timely responses to initial requests for information or assistance as per policy, prioritizing response among multiple requests.
• Resolve problems where the incumbent has the required skills and resources. Forward problems to those who are best suited to solve them based on expertise and resource availability.
• Keep clients informed of the progress toward resolution of their issues.
• Develop the skills (appropriate to the incumbent’s USG level) to resolve client issues directly.
• Communicate with clients and peers (within the Faculty and elsewhere) effectively, clearly, and with empathy.
• Provide documentation for both technical and non-technical audiences.
• Record work activity for both internal and client use.

Systems and Application Management: Support, manage, and improve the Faculty’s computing infrastructure and related processes.

• Specify, purchase/acquire, and test computer hardware and software.
• Manage the hardware lifecycle, from provisioning and deployment through decommissioning.
• Specify, test, and deploy systems and application software on a variety of platforms, including servers, desktop, and laboratory systems.
• Manage large and complex computing environments.
• Manage and maintain critical network services in support of the Faculty’s operations.
• Document systems, processes, and procedures.
• Diagnose and resolve system and application problems, monitor system and application performance.

Technical Skills Hardware/Software:

• Deploy hardware by installing and configuring operating systems and applications using the department’s standard tools.
• Decommission hardware by following specific procedures.
• Coordinate and perform equipment moves for the Faculty (mainly grad student computers).
• Maintain the integrity of MFCF’s inventory database of computing equipment in the Math Faculty.
• Perform physical inventory of hardware and provide reports to each department in the Faculty.

Services Development: Design and development of new technical services and procedures in support of the Faculty’s mission.

• Identify, propose, and acquire or develop applications and technological solutions to support the Faculty’s academic and research missions, and administrative services.
• Manage technical projects using best practices to achieve successful outcomes.
• Recommend enhancements and improvements to systems and processes; provide guidance on technological evolution

Qualifications

• A university degree in a computing discipline together with relevant experience, or an equivalent combination of education and experience
• 5+ years of accumulated experience in a university (or industry) information technology employment setting
• Strong client service skills and demonstrated ability to work as part of a team
• Ability to learn quickly and adapt to change
• Ability to apply abstract thinking to solve complex problems
• Good organizational, time management, and communication skills
• Development, configuration, deployment and maintenance of production web applications are considered assets.
• Experience with the ‘retirement’ lifecycle stage of legacy tools considered an asset
• The IT Specialist is expected to develop system administration skills for at least one of Windows, Mac OS, or Unix based systems, or equivalent skills in software development or systems support, with demonstrated potential to gain expertise in other areas. Familiar with software, systems, and component level hardware aspects of supporting changing environments. Demonstrated front-line support skills.
• Must be able to use verbal and written communication effectively with audiences of a wide range of levels of technical knowledge and understanding
• Capable of dealing with people experiencing high levels of stress

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 co-ordinated 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. If you have any application, interview, or workplace accommodation requests, please contact Human Resources [e-mail] 519-888-4567, ext. 45935.