Help Desk jobs in London, ON

Hours per Week: 35

Salary Grade: 13

The base salary will be $63,730 - $90,820 per annum. Starting salary will be aligned with the successful candidate’s experience, skills, and demonstrated qualifications.

Please note, this position is a 1-year temporary full-time contract opportunity.

Click here for more details on secondment opportunities.

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

Western Technology Services (WTS) is a central source committed to providing high-quality, cost-effective technology solutions and services to the campus community in support of the teaching and research missions of the University. WTS works collaboratively with other IT groups within Western’s faculties and support units to leverage central supported technology solutions and services where it makes sense.

Classroom Technology Group (CTG) is responsible for the specification of classroom technology standards, planning, development, implementation and management of enterprise technologies in University teaching. learning, and other general use spaces. The team provides ongoing planned, and reactive support to the Western Community. CTG collaborates with multiple stakeholders to deliver timely and effective results that contribute to an excellent user experience.

The Technology Support Specialist (Audio/Visual) provides expert-level technical support and operation of various conference and presentation applications and technologies for executive-level and high-profile events. The role coordinates and transports various equipment, sets-up, installs, configures, operates, troubleshoots, and supports audio, video, conferencing and collaboration technologies and applications, providing team operations, project and logistical support to end users. The Technology Support Specialist provides frontline, user-facing guidance, training and assistance, as well as concurrent facilitation of technical needs for administrative and academic events. In collaboration with other WTS staff, participates in technology initiatives and projects, proactively investigating, recommending and implementing sustainable solutions, as required, that enhance stability of devices, and improve system performance in teaching and presentation spaces. The role provides timely solutions and support to students, faculty and staff who use technology in general use (GU) classrooms and presentation spaces across campus.

Education:

• College Diploma in an Information Technology field with courses taken in A/V production
• University Degree with a minor in an Information Technology field preferred

Experience:

• 2 years’ front-line audio-visual or related technical event production support experience within a higher-education, commercial, or corporate environment
• Experience in the configuration and operation of Microsoft Windows OS, Apple OS, and iOS hardware, software environments and applications
• 3 years’ experience in commercial technical sales, product training and end-user support preferred
• Experience working as a field service technician with direct client-oriented accountabilities preferred
• Working familiarity with secure enterprise networks preferred

Knowledge, Skills & Abilities:

• Excellent communication skills to effectively interact with technical and non-technical end-users
• Ability to understand client needs and expectations and provide excellent customer service directly and indirectly to satisfy expectations
• In-depth knowledge of TCP/IP and web-based tools to monitor devices and technology performance
• Knowledge of common instructional and general presentation applications used in higher education settings (including, but limited to PowerPoint, Solstice, Air Media, Sakai, Blackboard Collaborate, iClicker, etc.)
• Demonstrated ability setting up and supporting virtual conferencing applications (such as Zoom, Teams, Skype, Webex, etc.)
• Strong understanding of audio-visual system architecture and operation
• Ability to troubleshoot and resolve intermediate-level computer and audio-visual issues on-site in classrooms and remotely
• Ability to lift, carry, move and position objects weighting up to 40 lbs
• Ability to work on ladders, and elevated work platforms
• Ability to organize, provide planned and reactive maintenance and repair to equipment and systems
• Ability to work independently as well as in a team environment
• Proven ability to multi-task and prioritize with an eye to consistently produce high-quality work and to meet deadlines in a demanding environment
• Flexibility to ordinarily work outside of regular business hours
• Aptitude and willingness to continue in professional development aligned with the role and the organization’s strategic objectives
• Judgment, analytical and problem solving skills with a consultative and collaborative approach to addressing issues and opportunities
• Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions
• Ability to build and maintain lasting relationships with key stakeholders
• Ability to write clear, concise “how-to” and procedural documentation
• Ability and willingness to stay abreast of technological developments

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources or phone 519-661-2194.

This position is an existing vacancy. This position is fully in-person, on-site. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.