Computer Network Support jobs in Winnipeg, MB

MINIMUM FORMAL EDUCATION/TRAINING:

• Bachelor’s degree in Computer Science or a certificate from a recognized Community College Technology is required.
• ITIL (Information Technology Infrastructure Library) Foundations certification, Help Desk Institute Desktop Support Technician certification preferred.

EXPERIENCE:

• One year of experience working in a desk side/on-site support environment and working with an IT Service Management tool is required.
• Proficiency in the support of computers, networks, and printers is required.
• Experience in the U of M environment is an asset.
• An acceptable equivalent combination of education and experience may be considered.

SKILLS AND ABILITIES:

• Knowledge of computer hardware and software used at the University of Manitoba is required.
• Working knowledge in supporting the current Windows and Apple operating systems is required.
• Working knowledge in supporting smartphones and tablets such as iPhone, iPad, Android devices and Microsoft Surfaces is required.
• Knowledge of MS Active Directory, MS Exchange and SCCM for support, management, and imaging of workstations is required.
• Knowledge of enterprise software systems such as Banner and VIP software as well as enterprise level Microsoft Office and calendaring products is required.
• Knowledge or wireless setup for network access on both the University network and with external service providers is required.
• Good manual dexterity, mobility, and eyesight is required.
• Excellent knowledge of web browsing software to research solutions to complex problems is required.
• Ability to work quickly and calmly under pressure and have a good deal of patience is required.
• Excellent troubleshooting skills in workstations, laptops, printers, fax machines and scanners are required.
• Excellent customer service and interpersonal skills required.
• Strong collaboration and communication skills required.
• Demonstrated workload organization and prioritization skills required.
• Demonstrated teamwork/collaboration skills required.
• Demonstrated skill in communicating clearly and concisely with a variety of audiences required.
• Demonstrated analytical skills required.
• Ability to handle stress and varying workloads is required.
• Excellent communication skills (both verbal and listening) to deal effectively with people who possess varying levels of computer skills are required.
• Ability to communicate clearly with differing levels of employees and management is required.
• Ability to analyse and diagnose computer problems correctly with time constraints is required.
• Good command of the English language is required.
• Ability to work independently and in a team environment is required.
• Satisfactory work record, including satisfactory attendance and punctuality, is required.

OTHER JOB RELATED QUALIFICATIONS:

• Availability to work evenings as well as occasional overtime is required.
• Availability to work at both campuses and satellite locations is required.

• Effectively support computer workstations, laptops, tablets, and other electronic devices including hardware and software configuration, endpoint setup and connecting any appropriate peripheral devices.
• Complete colleague specific configurations such as email, file systems, OS configuration and department specific applications.
• Provide support for printers utilizing vendor assistance when required.
• Maintain inventory records within the ITSM toolset to ensure information is up to date.
• Respond to incidents and completes them within the agreed upon service level.
• Troubleshoot basic computer network and peripheral connection problems.
• Accurately update assigned tickets and tasks within the Universities ITSM tool.
• Ensure that deployed and supported devices are configured with the appropriate security and protection tools and patches.
• Configure and troubleshoot local departmental and corporate software applications.
• Support and administer end user access to university systems.
• Support general use software such as Microsoft Office products, email colleagues, and scheduling software on all platforms.
• Maintain computer equipment within student lab facilities.
• Provide support for specialized research equipment, video, or data projection.
• Utilize vendors for support with resolving technical issues.
• Help to instruct colleagues in the proper use of computer resources or equipment.
• Recommend proper backup and recovery procedures and support the recovery from backup if required.
• Recommend computer equipment following established computer standards with input from senior staff
• Maintain or assist with administration of departmental mailing lists.
• Actively monitor and manage the process of incident tickets through to resolution following approved service management processes and escalations.
• Contribute to and keep current any related documentation of processes and procedures, storing them in approved knowledge management system.
• Seek to improve processes within scope of responsibility.
• Participate in the development and revision of quality standards.
• Continue development of skillset and certifications.
• Responsible for ensuring a broad up-to-date knowledge of the computing technologies used at the University of Manitoba.
• Complete all mandatory safety education sessions and re-certifications.
• Adhere to all workplace health and safety regulations, policies, and safe work practices.
• Other duties as assigned.