Closing Date: February 28, 2023 at 4:30 PM
We thank all those who apply; however, only those selected for an interview will be contacted.
WHAT WE OFFER:
Full-Time | 1-Year Term | Fredericton | Hybrid
Standard Work Hours:
Mon - Fri | 8:15 am - 4:30 pm | 36.25 hours per week
Salary Range:
$46,345.00 - $60,248.00 per annum
UNB offers a large variety of benefits for employees, including a full pension, a minimum of three weeks of vacation annually, the Employee and Family Assistance Program (EFAP), and dental, life, and health insurance.
UNB is committed to ensuring employees can maintain a healthy work-life balance. As such, we're proud to support a hybrid work approach, which includes flexible hours and work-from-home options.
YOUR FOCUS:
- Provide front-line IT support to all College of Extended Learning (CEL) students.
- Answer support calls and tickets, and assist with whatever technical issues the student may be facing.
- Diagnose client technical issues, gather the necessary information, perform standard, preliminary research using all relevant available resources, and escalate complex issues to appropriate parties.
- Document requests and track incidents through to resolution/escalation.
- Ensure problem resolution and closed tickets are adequately documented.
- Communicate feedback and suggestions to the appropriate internal team.
- Identify and suggest possible improvements in procedures.
- Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem investigations, determination, and recovery.
- Provide instructor support for LMS and authentication services.
- Provides IT troubleshooting to staff members.
- Install, test, and configure new workstations, peripheral equipment and software.
- Perform application installation/upgrade and coordinate hardware repairs.
- Provide mobile and IP telephony phone support.
- Develop instructional documents.
- Perform timely workstation relocations as required.
- Monitor resources and prioritize activities to ensure application/technology availability.
- Identify, resolve, escalate, and communicate service delivery issues and/or complaints.
WHAT YOU BRING:
- Post-Secondary diploma with a concentration in computer science, information systems, or technical field.
- Minimum of 3 years of direct experience in an IT support role providing support for end-users.
- An equivalent mix of education and experience will be considered.
Additional Strengths
- Experience troubleshooting Windows, Macintosh, and Linux operating systems.
- Experience working with learning management systems or equivalent experience (D2L preferred).
- Experience designing/delivering focused training sessions.
- Excellent customer service skills when dealing with a multitude of people from various backgrounds.
- Ability to work in a fast-paced environment.
- Excellent verbal, written and interpersonal communication skills.
- Analytical thinker with the ability to interpret user needs.
- Organized, versatile and possess strong administrative skills.
- Ability to exercise initiative to independently learn new technologies.
WHO WE ARE:
This position is part of the PSAC, Local 60551 employee group and falls under the PTSU Collective Agreement.
UNB is situated on the unceded territory of the Wolastoqiyik and Mi'kmaq peoples along the banks of the beautiful and bountiful Wolastoq river, a region recognized worldwide for its natural beauty. UNB is a comprehensive university with a long history of excellence in teaching and research.
COMMITMENT TO EQUITY, DIVERSITY & INCLUSION