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Client Support Specialist – Help Desk

by Western University

Reference #: 26860
Position Type: Full-time
Location: London, ON
Date Posted: May 24, 2022
Experience: 3 Years
Education: College Diploma (3 years)
Western University

Job Description

About Western
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.

About Us
The Information Technology Group (ITG) provides cost-effective technology solutions and support to faculty, staff, and students for the provision, use, and maintenance of technology and systems to support the teaching, learning, research, and administrative needs of the Faculty of Engineering.

As a member of the Information Technology Group (ITG), the Client Support Specialist – Help Desk will be accountable for providing first level technical support and troubleshooting for all current services and applications, including computer, networking, AV, and software applications in the Faculty of Engineering. The role ensures that the faculty, staff and students who use these services and applications have any technical questions resolved in a timely fashion, either directly or by escalating the issue to 2nd level support within ITG based on the severity and/or complexity.

-   3 year Community College Diploma in an Information Technology field
-   University Degree with a minor in an Information Technology field preferred
-   Relevant certifications in Information Technology subjects (e.g. A+ certification, Microsoft Certified Professional, etc.) preferred

-   3 years of experience providing technical support and customer service
-   Experience providing technical support and customer service in an academic IT environment preferred

Knowledge, Skills & Abilities:
-   Knowledge of system administration, including computer networks, operating systems, audio visual technology, ticketing systems, and applications software
-   Familiarity with email delivery technologies 
-   Familiarity with commonly-used concepts, practices, and procedures to support ITG applications
-   Familiarity with discrete and integrated information systems elements relevant to area of responsibility (hardware, software, and network)
-   Communication skills to listen to the complete message, solicit more information as required, and give feedback on the message received
-   Communication skills to describe technical concepts effectively to both novice and sophisticated users
-   Communication skills to write clearly, and adapt communication style and content for intended audiences in a professional manner
-   Ability to maintain and apply up-to-date knowledge of discrete and integrated information systems elements relevant to your area of responsibility (hardware, software, and network)
-   Ability to work in a manner that models best practices in confidentiality standards
-   Ability to provide solutions and ideas for improvement by using imaginative approaches where constructive thinking and innovation are required
-   Ability to understand customer needs and expectations and provide excellent customer service to directly and indirectly satisfy expectations
-   Ability to follow formal business practices with high attention to detail
-   Ability and willingness to stay abreast of technological developments
-   Computer skills with the ability to creatively use and integrate technology to improve quality and productivity
-   Excellent troubleshooting ability along with hands-on expertise in technical support
-   Advanced computer skills in Microsoft Office Suite
-   Possess a reputation for resourcefulness with a strong sense of accountability and initiative
-   Ability to prioritize and organize a fluctuating work load
-   Problem solving skills with a sense of urgency in resolving issues and getting tasks completed
-   Ability to identify opportunities for improvement and actively support change initiatives
-   Proven ability and natural inclination to develop relationships by interacting with people in a professional, respectful and diplomatic manner
-   Ability to work independently and effectively as a member of the team to achieve department goals

Application Process
Interested applicants are asked to visit for further information and to apply online referencing job #26860 by midnight on June 7, 2022.

Western Values Diversity
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 at or phone 519-661-2194.

Please Note:
Effective September 7, 2021, all employees and visitors to campus are required to comply with Western's COVID-19 Vaccination Policy.

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