Client Technology Specialist (Lazaridis School)
Apply NowCompany: Wilfrid Laurier University
Location: Waterloo, ON N2J 1A1
Description:
Department: Lazaridis School of Bus. & Econ.
Job Type: Limited Term
Full-time/Part-time: Full Time (>=1249 hrs/year)
Campus: Waterloo
Reports to: Manager ICT Client Technology and Senior Administrative Officer Lazaridis
Employee Group: WLUSA
Application Deadline: 02/19/2025
Requisition ID: 9002
Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier's thriving community has a place for everyone.
Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Laurier's Waterloo, Kitchener, and Brantford campuses are located on the shared traditional territory of the Neutral, Anishnaabe, and Haudenosaunee peoples. This land is part of the Dish with One Spoon Treaty between the Haudenosaunee and Anishnaabe peoples and symbolizes the agreement to share, protect our resources, and not to engage in conflict. Laurier's Milton campus is located on the traditional territory of the Mississaugas of the Credit, and part of the Nanfan Treaty of 1701 between the British Crown and the Haudenosaunee Confederacy.
Position Summary
This position is responsible for providing end user 2nd and 3rd level desktop hardware/software support, wired and wireless network assistance to all WLU departments and students while working on continuous improvement to service and technology. This includes providing excellent quality technical support and resolutions to incidents and problems and maintaining an appropriate level of knowledge in all university standard hardware, software, and peripherals. The incumbent will work within the defined service delivery model ensuring service tickets are prioritized, responded to, resolved, and documented in the Service Management tool.
The Client Technology Specialist is client service focused, and able to professionally communicate, engage, follow up and collaborate with faculty, staff, students, and technical support staff in other departments of the university to ensure that the services offered by ICT meet the requirements of the institution. The incumbent can apply strong problem solving, analytical, creative, and critical thinking and customer service skills that can be applied in various types of environments and situations. This position requires a high degree of accuracy, attention to detail and confidentiality.
The Client Technology Specialist is the primary point of contact and support for other ICT teams. The incumbent responds promptly and works with ICT Service Desk Support to escalate incidents, conduct investigations, and provide solutions. Services provided include remote and in person support.
The incumbent is required to provide functional guidance to clients on the use of technology and can communicate with clients who have varying levels of knowledge.
Accountabilities
Lazaridis School of Business Responsibilities and Support Services
After-hours emergency support - Desktop and AVIT Support
Evergreen Initiatives for staff and student labs
Technical Elements
Qualifications
This position hasbeen deemed eligible for Educational Equivalencies.
Hours of work
This a full-time limited term position with an expected end date of February 10, 2026. The normal hours of work are 12:00 pm to 8 pm, Monday to Thursday, 8:30am to 4:30pm on Friday, from September 1st to April 30th; and 8:30am to 4:30pm, Monday to Friday, from May 1st to August 31st.
Flexibility in hours may be required, including evening and/or weekend work for system maintenance/upgrades, project work, emergency calls for system failures and during peak periods in August, September & January, or any other time of the year to ensure operational efficiency. When possible, the manager will adjust the work schedule so that no more than 35 hours are worked in a week.
As Per Article 12.7.6 of the collective agreement, prior approval of a member's manager is required to return to their previous position upon the completion of a Limited-Term Position.
Compensation
Level: E
Rate of Pay: $41.09 - $43.44 per hour with an annual step progression on anniversary date to $46.96per hour .Considerations for new hire step placements include, qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job.
Job Evaluation Factor Scores
Job Evaluation Factors
Score
Education
3
Experience
3
Interpersonal Skills
3.5
Applied Reasoning and Analytical Skills
4
Co-ordination and Planning
3.5
Accountability for Others
1
Impact of Decisions
3
Mental Effort
3
Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.
Equity, diversity and creating a culture of inclusion are part of Laurier's core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at careers.wlu.ca/content/How-to-apply/
Should you be interested in learning more about this opportunity, please visit www.wlu.ca/careers for additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form.
Job Type: Limited Term
Full-time/Part-time: Full Time (>=1249 hrs/year)
Campus: Waterloo
Reports to: Manager ICT Client Technology and Senior Administrative Officer Lazaridis
Employee Group: WLUSA
Application Deadline: 02/19/2025
Requisition ID: 9002
Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier's thriving community has a place for everyone.
Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Laurier's Waterloo, Kitchener, and Brantford campuses are located on the shared traditional territory of the Neutral, Anishnaabe, and Haudenosaunee peoples. This land is part of the Dish with One Spoon Treaty between the Haudenosaunee and Anishnaabe peoples and symbolizes the agreement to share, protect our resources, and not to engage in conflict. Laurier's Milton campus is located on the traditional territory of the Mississaugas of the Credit, and part of the Nanfan Treaty of 1701 between the British Crown and the Haudenosaunee Confederacy.
Position Summary
This position is responsible for providing end user 2nd and 3rd level desktop hardware/software support, wired and wireless network assistance to all WLU departments and students while working on continuous improvement to service and technology. This includes providing excellent quality technical support and resolutions to incidents and problems and maintaining an appropriate level of knowledge in all university standard hardware, software, and peripherals. The incumbent will work within the defined service delivery model ensuring service tickets are prioritized, responded to, resolved, and documented in the Service Management tool.
The Client Technology Specialist is client service focused, and able to professionally communicate, engage, follow up and collaborate with faculty, staff, students, and technical support staff in other departments of the university to ensure that the services offered by ICT meet the requirements of the institution. The incumbent can apply strong problem solving, analytical, creative, and critical thinking and customer service skills that can be applied in various types of environments and situations. This position requires a high degree of accuracy, attention to detail and confidentiality.
The Client Technology Specialist is the primary point of contact and support for other ICT teams. The incumbent responds promptly and works with ICT Service Desk Support to escalate incidents, conduct investigations, and provide solutions. Services provided include remote and in person support.
The incumbent is required to provide functional guidance to clients on the use of technology and can communicate with clients who have varying levels of knowledge.
Accountabilities
Lazaridis School of Business Responsibilities and Support Services
- Provide comprehensive support for the Prism Resources rental fleet, including Windows and Mac laptops, iPads, cameras, and other peripherals.
- Participate in Prism team meetings to provide technical input on workflows and processes.
- Liaise with the Lazaridis School's Senior Administrative Officer and the Manager ICT Client Technology to establish mutual strategic and performance goals between the Lazaridis School and ICT.
- Establish and sustain strong working relationships with faculty and staff colleagues in the Lazaridis School such as the Dean's Leadership Team (Associate Deans and Chairs), Area Coordinators, Program Directors, and the Director of External Relations to understand their IT needs.
- Support Lazaridis School faculty, students, staff and external clients on a variety of media equipment such as Extron/Crestron equipment and video conferencing solutions in a classroom or meeting room environment.
- Determine needs for hardware or software purchases requested by Lazaridis School faculty, students, or staff and research, quote, order, and configure technology for the user, ensuring reconciliation of purchases following university protocols.
- Create and maintain detailed records of hardware assets and software licensing for the department.
- Respond to and collaborate on incidents and tasks with other departments within ICT.
- Provide effective support in problem solving, repairs and resolutions to all faculty, staff, researchers, and students for all hardware and software.
- Provide remote troubleshooting, support, and assistance via LogMeIn or other tools for employees working at home with varying hardware, software, and network environments.
- Support devices with M365, MFA, VPN, and Intune.
- Working with the Cyber Security team, investigate security threats including viruses to mitigate risks, define probable cause and limit potential spread. Educate and train employees on cyber security protocols.
- Take ownership of technical problems and be proactive in identifying, resolving the issues to root cause. Research issues and work with external vendors and developers to find resolutions.
- Monitor and prioritize the ticket queue in the service management tool and respond to, resolve, clearly document resolutions, and close service incidents meeting expected service levels.
- Follow up on open service incidents assigned ensuring tickets do not remain open beyond the expected service level. Change priorities as necessary based on emergency situations.
- Work together and consult with ICT Infrastructure on wired and wireless network issues for computers, networked printers, tablets, and phones.
- Work closely with clients to keep them informed on technical issues, follow-ups, escalations, and resolutions.
- Provide onboarding IT support for new employees to familiarize them with available resources, applications, and productivity tools. Configure file encryption on PC (BitLocker) and Mac (FileVault) computer. Setup and verify two-factor authentication (MS Authenticator). Verify user account login.
- Support for specialized local and network printers. Remote assistance for home use local printer issues, including troubleshooting and driver installation.
- Coordinate hardware moves with Facilities when employees move to new spaces.
- Facilitate warranty on-site repairs for clients; complete warranty repairs when required.
- Support researchers with new and existing hardware, software, operating systems, and specialized research software ensuring that research objectives are met.
- Follow defined protocols for e-waste disposal.
- Act as a backup person for other members of the ICT Support group and participate on ICT project teams as required.
After-hours emergency support - Desktop and AVIT Support
- Responsible for providing emergency support for desktop and AVIT incidents classified as urgent by the Service Desk for all zones on the Waterloo campus after classes - 4:30pm.
- Monitor and promptly respond to posts made in Teams groups for desktop emergency incidents and AVIT support.
- Ensure that the emergency incident is handled to by a technician from the next shift if it is not possible to resolve it by the end of the usual shift - 8pm.
- Maintain communication with the cleint about actions and expectations for resolving the emergency incident.
- Keep the Service Desk team updated on incident resolution progress.
Evergreen Initiatives for staff and student labs
- Responsible to replace, image, service, and setup devices in all computer labs through the evergreen program.
- Provide software support for all computer labs ensuring faculty and students have the required software for classes and tutorials such as SAS, SPSS, Matlab, etc.
- Work with the desktop architects to ensure the computers in the labs have the latest operating system and software updates.
- Responsible to image and replace employee productivity computers based on a 5 year life cycle ensuring the new computer has all the appropriate client specific software and productivity tools, email signature, etc.
- Facilitate with Network/Infrastructure team internet access for new devices. Ensure new devices are configured to access the network and its resources.
- Ensure end-of-life hardware is contained in a secured environment until disposed of following e-waste protocol.
Technical Elements
- Hardware support for PC and Apple desktops, laptops, phones, tablets, etc.
- Support for MS Windows, Apple MacOS and phones (iOS and Android) operating systems.
- Support researcher's Windows and Linux/Unix based operating systems and research applications.
- Productivity applications support for MS365, SharePoint, Exchange, Teams, Zoom, OneDrive.
- Support for specialty applications and systems
- Support for on campus computer labs, training and interview rooms, research labs.
- Investigate, resolve cyber security issues such as malware, viruses, phishing attacks, etc.
- Maintain and provide loaner laptops for faculty, staff and students when required.
- Create client instructions and technical documentation for troubleshooting methods and test results.
- Maintain knowledge on emerging technologies.
- Participate in technology product reviews by creating an evaluation plan, setting up test environments and documenting evaluation results.
Qualifications
- 3-year college diploma in a computing/technology discipline or equivalent in a technology related field, with a strong focus on hardware, software, and operating systems
- 3 years' experience providing high-level end user technology support preferably in a post-secondary institution.
- A+ Certification or Microsoft MCDST Certification required.
- Apple Jamf Certified Associate, ITIL Foundation Certification and Extron AV Associate certification are definite assets.
- Advanced working knowledge and experience with MS Windows, Apple MacOS and phones (iOS and Android) operating systems; Experience with Linux/Unix based operating systems and applications.
- Solid knowledge and experience in computer productivity applications such as MS365, SharePoint, Exchange, Teams, Zoom, OneDrive, Microsoft's active directory, group policies, and MECM.
- Knowledge of Apple's Jamf deployment platform and management of devices through Apple School Manager.
- Strong knowledge and technical experience with computer hardware, PC and Apple desktops, laptops, phones, tablets and the ability to troubleshoot and provide timely resolutions.
- Sound knowledge of AV media technology used in the classroom such as projectors, web conferencing, document cameras, and AV console control panels; Familiarity with classroom control systems such as Extron or Crestron
- Good understanding of electrical and electronic devices and mechanical concepts.
- Experience in wired and wireless network support for end user and VPN.
- Strong problem-solving skills. Must be analytical, creative and a critical thinker.
- Exceptional customer service skills demonstrating empathy and strong knowledge of customer service best practices in various situations.
- Strong interpersonal and collaboration skills, particularly in influencing, and negotiation skills with staff and faculty with varying levels of technical expertise
- Strong organizational and project and time management skills, accuracy and attention to detail, proven ability to handle multiple priorities, work under short deadlines in a dynamically changing environment, work well under pressure.
- A professional approach and positive attitude with a willingness to learn new technology showing initiative.
- Ability to be discreet and to maintain confidentially and privacy.
- Physical ability to move equipment.
- Must have a valid G level license.
This position hasbeen deemed eligible for Educational Equivalencies.
Hours of work
This a full-time limited term position with an expected end date of February 10, 2026. The normal hours of work are 12:00 pm to 8 pm, Monday to Thursday, 8:30am to 4:30pm on Friday, from September 1st to April 30th; and 8:30am to 4:30pm, Monday to Friday, from May 1st to August 31st.
Flexibility in hours may be required, including evening and/or weekend work for system maintenance/upgrades, project work, emergency calls for system failures and during peak periods in August, September & January, or any other time of the year to ensure operational efficiency. When possible, the manager will adjust the work schedule so that no more than 35 hours are worked in a week.
As Per Article 12.7.6 of the collective agreement, prior approval of a member's manager is required to return to their previous position upon the completion of a Limited-Term Position.
Compensation
Level: E
Rate of Pay: $41.09 - $43.44 per hour with an annual step progression on anniversary date to $46.96per hour .Considerations for new hire step placements include, qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job.
Job Evaluation Factor Scores
Job Evaluation Factors
Score
Education
3
Experience
3
Interpersonal Skills
3.5
Applied Reasoning and Analytical Skills
4
Co-ordination and Planning
3.5
Accountability for Others
1
Impact of Decisions
3
Mental Effort
3
Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.
Equity, diversity and creating a culture of inclusion are part of Laurier's core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at careers.wlu.ca/content/How-to-apply/
Should you be interested in learning more about this opportunity, please visit www.wlu.ca/careers for additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form.