IT Technical Support Specialist (Tier 2)

• Analyses image/application functionality and determines if new/upgrade version of image/application operates as per specifications; looks for solutions when conflicts occur
• Collaborates with various vendors technical support specialists to resolve complex application, operating system, hardware and security related issues
• Generates appropriate documentation for all new software

• Takes corrective action to improve image performance based on recurring problems or issues
• Ensures that all problems are documented and that the IT Department is aware of relevant issues
• Works with IT Management to ensure license compliance
• Works with ITI Department in resolving network issues

• Responds to requests for technical assistance with any aspect of the non-academic images
• Acts as a technical resources for the organization
• Participates in the development and maintenance of technical standards and procedures for other technical staff pertaining to the set-up and use of the image software

• Guides a team of IT Technicians, IT Technologists, Media Technicians and Summer Students for a period of three months (June – August)
• Receives new equipment and stores/organizes to effectively deploy to labs; arranges shipment to other campuses when needed
• Prepares equipment for deployment including unboxing and asset tagging
• Recommends deployment schedule based on lab availability and class schedule
• Removes existing equipment prior to deployment
• Deploys new equipment and properly secures according to departmental practice and Manager direction
• Installs Image on new equipment in labs created by Application Support Specialist
• Works with IT Infrastructure staff to ensure network connectivity and configuration
• Enters all new equipment in Asset Management Database
• Sets aside removed equipment from labs for redeployment or recommends disposal based on age and/or condition
• Ensures project is completed prior to the start of the academic semester and any temporary storage is cleared
• Requires the physical ability to move large amounts of computer equipment (approximately 700 computers are installed with corresponding amount removed from labs)

• Guides a team of technical experts consisting of IT Technicians and IT Technologists when required to respond to College needs for permanent or temporary lab set-up
• Determines available equipment inventory and recommends appropriate device based on need
• Ensures equipment is properly secured
• Creates temporary academic image until permanent can be created by Application Support Specialist

• Researching and learning technical details of all new hardware and imparting knowledge to other IT Staff
• Maintaining inventory of new and re-deployable desktops, laptops, monitors and peripherals
• Entering all required product information into Asset Tracking System and updating database when equipment is deployed to college employees and/or location
• Responding to work order requests from IT Service Desk
• Coordinating shipment to appropriate campus IT Office
• Informing appropriate IT Technologist and Manager, IT Technical Services when equipment has been deployed
• Determining warranty status of the item(s) requiring replacement parts by accessing vendor website or contacting vendor directly
• Arranging for defective part(s) under warranty to be sent back to vendor
• Receiving authorization and account number from Manager, IT Technical Support prior to placing an order for part(s) not under warranty and/or when cost is involved; account number is sent to the IT Budgeting and Planning Analyst
• Maintaining a detailed spreadsheet documenting all transaction data for all parts that are ordered

• Receiving all IT equipment marked for disposal from the campus’ IT staff and/or IT Infrastructure staff
• Ensuring all hard drives are formatted and data is cleared according to approved procedures
• Updating the Asset Tracking System to reflect disposed of equipment
• Contacting 3rd party organization(s) to arrange for equipment to be picked up; if any charges are to be incurred then approval from Manager, IT Technical Services is required

• Troubleshooting computer related problems including hardware and software problems and performing on-site analysis, diagnosis and repair of College computers, mobile devices, laptops, keyboards and mice
• Testing the functionality of wired and wireless network connectivity of College computer equipment
• Performing in and out of warranty part replacement for desktop and laptop computers
• Answering user questions on operation and functionality of College approved software
• Coaching IT Technical Services staff to familiarize them with new equipment or software upgrades
• Assisting IT Technologists with printer and departmental move projects
• Assisting Application Support Specialist with lab imaging by imparting knowledge of image deployment systems and software
• Acting as a resource to the IT Infrastructure team to solve complex image/application issues that cross both academic and non-academic areas (ie. Windows operating system, Microsoft Office, etc.

• Minimum three (3) year Diploma or Degree in a computer related field of study or equivalent. Diploma or Degree in Computer Science or Information Technology is preferred.
• Minimum five (5) years of practical experience in:
• Operating Systems Administration (Microsoft, Apple (MAC))
• Creating computer images within a large scale environment (KACE and JAMF experience is preferred)
• Usage of electronic diagnostic instruments and diagnostic software
• Asset management

• Demonstrated experience in project coordination.
• Ability to handle multiple and shifting priorities on a day-to-day basis in a timely manner.
• Strong written and communication skills; previous experience in writing documentation is an asset.
• Demonstrated commitment to ongoing personal development and upgrading of technical skills through business activities.

SRA Staffing Solutions