Senior Technician, IT Support

University of Ottawa; Canada; Sur place; CAD 74 000 - 92 000; Plein temps

Résumé du poste

The University of Ottawa’s IT Service Management invites applications for an IT Desk-Side Support role. You will provide end-user assistance, troubleshoot devices, and support hardware, software, and peripherals across a faculty environment.

Applicants should have a college diploma, 3 years of experience, and strong communication skills in English and French. The team emphasizes customer service and timely incident resolution within a collaborative campus setting.

Qualifications

• College diploma in a related field or equivalent
• 3 years of experience in a technical support role
• Knowledge of University hardware, software, peripherals and security guidelines
• Knowledge of networking protocols and technologies
• Knowledge of office automation software
• Knowledge of mobile devices, distance education tools, audiovisual and scientific equipment
• Knowledge of established IT policies and procedures of the University in areas such as procurement and asset management and maintenance
• Experience with operating systems to install, diagnose and repair issues; ability to support large user groups
• Experience in the implementation of system upgrades
• Experience working in a customer service environment
• Ability to communicate technical knowledge and information to a nontechnical audience
• Analytical skills to diagnose and repair software, hardware and peripherals issues
• Ability to proactively keep abreast of new emerging technologies
• Ability to prioritize own work
• Bilingualism - French and English (spoken and written)

Responsabilités

• Troubleshoot, repair and resolve IT user issues promptly
• Provide diagnostic and repair services for hardware, software, peripherals and other equipment
• Monitor and maintain connectivity and data security standards across systems
• Provide technical installation services for hardware and networks
• Install, test and upgrade software to support large faculty projects

Connaissances

Troubleshooting

Customer service

Communication skills

Analytical thinking

Multitasking

Bilingual FR/EN

Formation

College diploma in a related field

Outils

Office software

Mobile devices support

AV equipment

Networking equipment

System upgrades

Description du poste

About Information Technology

Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength is the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome. In a nutshell: working here is challenging and rewarding. It will bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all these minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Position Purpose

Provide advice and technical support services to end users in a designated Faculty or Service in areas related to infrastructure, hardware, software, peripherals and other IT equipment. Provide these services in an effective and efficient manner that meets or exceeds established customer service standards. Offer recommendations about future planning and development of resources.

• Diagnostic and repair services: Troubleshoot, repair and implement corrective actions to resolve IT user technical issues in a timely manner.
• Provide diagnostic and repair services to end users for hardware, software, infrastructure, peripherals and other equipment such as mobile devices, distance education tools, audiovisual and scientific equipment as required. May be required to provide support for the computing lab.
• Monitoring and maintenance: Ensure consistent connectivity and accessibility by monitoring and maintaining hardware, software and peripherals to ensure acceptable service levels. Promote established University and Faculty/Service standards to ensure consistency of data security and integrity throughout the organization.
• Technical installation services: Provide a wide range of technical installation services to internal clients for hardware services including computers, networks, and for other IT equipment such as network adaptors to ensure an efficient response to the user’s technology needs.
• Software installation and upgrade services: Install, test and upgrade software to ensure it is current, registered and efficiently deployed for the client. Play a key role in deployment of large faculty projects. May be required to assist or plan completely the phase out deployment of these projects.

What you will bring

• College diploma in a related field or an equivalent combination of education and experience
• 3 years of experience in a technical support role
• Knowledge of University hardware, software, peripherals and security guidelines and standards
• Knowledge of networking protocols and technologies to configure and troubleshoot connectivity issues
• Knowledge of office automation software to support and guide users in their work
• Knowledge of mobile devices, distance education tools, audiovisual and scientific equipment
• Knowledge of established IT policies and procedures of the University in areas such as procurement and asset management and maintenance
• Experience with operating systems to install, diagnose and repair issues; ability to support large user groups
• Experience in the implementation of system upgrades
• Experience working in a customer service environment
• Ability to communicate technical knowledge and information to a nontechnical audience
• Analytical skills to diagnose and repair software, hardware and peripherals issues
• Ability to proactively keep abreast of new emerging technologies
• Ability to prioritize own work
• Bilingualism - French and English (spoken and written)

Key Competencies at uOttawa

• Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
• Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
• Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
• Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

Diversity and Inclusion

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons.

The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact [e-mail] to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Additional Information

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

Selection criteria: If this is a front‑line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Health and safety: Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid‑19 as defined in Policy 129 – Covid‑19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.

Job Details

• Date Posted: 2026/10/26
• Applications must be received BEFORE: 2026/11/06
• Hours per week: 35
• Salary Grade: UOITP Grade 09
• Salary Range: $73,790.00 - $91,744.00
• Job Type: Employee
• Job Family: IT Support
• # of Open Positions: 1
• Faculty/Service Department: IT Service Management, Deskside Support
• Campus: Roger Guindon Hall
• Union Affiliation: UOITP