Technical Support Specialist

Job Title: Technical Support Specialist 

Location: 120 Martin Ross – Information & Technology Services 

Status: Temporary Full-Time (with an expected end date of January 31, 2025

Salary: $53,963.00 / year

Hours per week and Schedule of Work (Hours and Schedule of work are subject to change in accordance with Article 19): 35 hours per week. Mon. to Fri. 9:00am – 5:00pm 

JOB SUMMARY: 

The Technical Support Specialist's role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end user requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help by travelling to various branches. 

DUTIES: 

• Field incoming service requests from end users via both telephone and work orders in a courteous manner. 
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. 
• Build rapport and elicit problem details from service desk customers. 
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. 
• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution. 
• Apply diagnostic utilities to aid in troubleshooting. 
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. 
• Identify and learn appropriate software and hardware used and supported by the organization. 
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. 
• Test fixes to ensure problem has been adequately resolved. 
• Perform post-resolution follow-ups to help requests. 
• Travel to branches to do onsite repairs. 
• Develop knowledge base articles for end users. 
• Perform related duties consistent with the scope and intent of the position. 

QUALIFICATIONS: 

• Two-year college diploma in a related field or equivalent combination of education, training, and experience; three (3) years’ desktop support, network support and client/server support experience in a mid to large corporate environment. 
• Knowledge of basic computer hardware. 
• Experience with desktop operating systems including Windows and Mac OS  
• Extensive application support experience. 
• Working knowledge of a range of diagnostic utilities. 
• Good understanding of the organization's goals and objectives. 
• Exceptional written and oral communication skills. 
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. 
• Strong documentation skills 

Upon request, accommodation will be provided through all stages of the recruitment and selection process.  

If you are invited to participate in the assessment process and require accommodations for the assessment, we ask that you provide your accommodation request as soon as reasonably possible.  

TPL invites applications from all qualified individuals. The Library is committed to equal opportunity, diversity in the workplace, equity and reconciliation, and welcomes applications from Indigenous people, Black and racialized groups, people with disabilities, 2SLGBTQ+ people and women.