University of Alberta

Deskside Services

Faculty of Medicine & Dentistry - MedIT

Competition No.  -    S104630219D1
Posting Date  -    Jun 11, 2018
Closing Date  -    Jun 21, 2018
 
Hourly Rate  -    $25.62 - $34.59
Grade  -    07
Hours  -    35

This position has a term length of one year, with the possibility of extension.

The Deskside Services role demands high quality customer service with friendly, professional, reliable, self- motivation, and strong communication skills.  As part of the Service Desk team, it is critical to be a positive and proactive problem solver with the ability to think on your feet while providing excellent customer service.

This position is the primary MedIT contact for onsite hardware deployments and troubleshooting for desktop computers, laptops, printers, peripherals, projectors, audio visual, video conference, smartphones, tablets, etc.

Duties

  • Provides in-person professional, courteous and outstanding IT service on a daily basis to all clients from front-line operations to senior management
  • Provides high quality service levels by responding promptly to service calls, keeping clients informed of problem/service status, and meeting service level agreements (SLAs)
  • Maintains timely, complete and accurate ticket logs to ensure team members and clients can follow ticket status and provide assistance as necessary
  • Provides ad-hoc and scheduled on site assistance with basic training for audio visual and video conference requests
  • Travels to over multiple locations across the University Campus and the City of Edmonton for hardware deployments and troubleshooting
  • Interfaces directly with customers
  • Works independently with minimal management supervision
  • Follow’s MedIT policies, procedures, processes, and performance metrics to ensure compliance with quality standards prior to transitioning IT hardware to clients
  • Works with hardware monitoring systems to monitor end user hardware for predictive failures, poor performance, and performs proactive repairs
  • Ensures compliancy with FOIPP and HIA policies/procedures when working with client devices to protect sensitive information
  • Onsite hardware troubleshooting, diagnosis, and repair of desktop computers, laptops, printers, peripherals, projectors, audio visual, video conference, smartphones, and tablets
  • Responsible for IT service requests involving new hardware deployments and moving of desktop computers, printers, and peripherals
  • Prioritizes hardware installations based upon severity and impact to both our internal and external customers
  • Facilitates and implements hardware warranty repairs and replacements of Faculty IT standard hardware with vendors
  • Assists senior technical staff as required
  • Assists with special project work as required

Qualifications

  • The ideal candidate will have completed a post-secondary diploma; equivalent combinations of education and relevant experience will be considered
  • Minimum 3 years of related experience in supporting IT hardware for desktop computers, laptops, printers, peripherals, projectors, audio visual, video conference equipment, smartphones, and tablets
  • Experience deploying and troubleshooting PC & MAC operating systems
  • Experience working with desktop imaging systems and hardware monitoring systems
  • Experience with Service Desk ticketing and incident management systems
  • Willingness and ability to adapt to changing job duties and working environments
  • Flexible and able to quickly re-align with project plans/timelines as projects change
  • Strong/effective problem solver and respected team player
  • Ability to learn quickly, plan and prioritize work
  • Good understanding of IP networking
  • Knowledge and experience working with Microsoft and Apple technologies
  • Experience supporting users in an environment with virtual desktop’s and virtual applications
  • Demonstrated ability to work in a team-oriented, collaborative environment with positive results
  • Experience working with external vendors
  • Exceptional interpersonal, verbal and written communication skills
  • Demonstrates a positive attitude in a team environment and towards learning
  • Strong customer service skills, preferably in an academic or health environment
  • Demonstrated effective customer service focused approach when working with clients
  • Ability to handle high volumes and work effectively under pressure and meet deadlines
  • Positive attitude with willingness to learn new technologies

How to Apply

Apply Online

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

The University of Alberta is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the University to apply.