Support Analyst TEMP

Support Technician
About Queen's University
Queen’s University is the Canadian research intensive university with a transformative student learning experience. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.
We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.
The Housing and Ancillary Services team manages 4,940 student beds in 18 residence buildings, as well as off-campus rental apartment and housing properties, three dining halls, numerous retail foodservice locations on campus, the Donald Gordon Hotel and Conference Centre, and Event Services. Residence buildings also provide temporary accommodations for the summer conference, events and tourism markets. Revenue and services from these units support vital student life programs and contribute to the University's learning environment.
The H&A IT Services team provides implementation and ongoing support to staff to maximize technology use and meet the department's operational needs. The IT Services team also provides Internet and audiovisual technical support to students living in residence. The Support Technician is responsible for front-line user support of computer systems and applications, for all staff within Housing & Ancillary Services. This includes resolving requests and problems, tracking activity using current software in collaboration with the Support Analyst/Administrative Assistant, and referring complex problems to higher-level support as required. This position focuses on the technology supporting our food service operations and the development and implementation of new systems and enhancements to existing systems. Duties include quality assurance, POS device support, collaboration, and operational support with Hospitality Services, including customer and vendor support for procedures, policies, and compliance. The Support Technician is responsible for daily system operations and data management, in coordination with our food service provider.
This position provides initial user support for a variety of operating systems, desktop applications, and other technologies. This position locates and shares information to support users in resolving connectivity and application use issues. This position also investigates security issues, addresses locked accounts, and escalates problems for resolution.
Provides initial user support for a variety of operating systems (Windows, Mac, mobile etc.), Locates and shares information to support users in resolving connectivity and application use issues.
Investigates security issues, addresses locked accounts, and escalates problems for resolution.
Assists users with purchasing and setting up supported devices such as desktops, laptops, software peripherals and mobile devices.
Provides suggestions on improvements to service offerings and support materials.
Other duties as required in support of the department and/or unit.
Three-year Community College Diploma or Three-Year Bachelor Degree, or equivalent. In addition, requires trade certification, qualification, or on-going learning to remain ahead of changes in technology or emerging fields.
in an information technology discipline is preferred.

Experience in general IT infrastructure with a focus on installation, configuration, and maintenance of IT systems software and hardware considered an asset.

Satisfactory Criminal Records Check required.
Practical and applied knowledge of specialized methods and processes that are typically acquired through a combination of technical or academic qualification and/or work experience.
Manage own work and may train and review the work of casual employees, work study students and/or volunteers, to see commitments through to completion.
Contribute to setting work priorities and direction, supporting the team in achieving goals and objectives.
Participate in project team meetings and develop individual project plans.
Lead procedural or technological change within a unit.
Draw logical conclusions and provides opinions and recommendations.
Research equity, diversity, accessibility and inclusion resources and best practices relevant to the job and unit operations in order to inform evidence-based planning.
Commitment to principles of equity, diversity, accessibility, inclusion, Indigenization and human rights for equity deserving groups.

Employment Equity and Accessibility Statement
Queen's is strongly committed to employment equity, diversity, and inclusion in the workplace and encourages applications from Black, racialized persons, Indigenous people, women, persons with disabilities, and 2SLGBTQI+ persons. In accordance with Canadian Immigration requirements, priority will be given to those who are legally eligible to work in Canada.
The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities.