Technical Support Assistant

COVID 19 On-Campus Requirements

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to declare their COVID-19 vaccination status and provide proof that they were fully vaccinated or had an approved accommodation to engage in in-person University activities. These requirements were suspended effective May 1, 2022, but the University may reinstate them at any point.

About Queen's University

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. 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.

Come work with us!

Applicant Guidance & Information

At Queen's, we are committed to helping people achieve their best. Whether you are beginning your career at Queen's or seeking your next opportunity, we are here to support you. Visit our Applicant Resources for guidance on applying, showcasing your skills and experience, and preparing for interviews.

Disclaimer: As part of the application process at Queen's University, our recruitment system uses Artificial Intelligence (AI), as defined under the Ontario Employment Standards Act, to ask job-related questions and confirm eligibility for hire. All final hiring decisions are made using non-AI related processes.

Job Summary

A Brief Overview

Reporting to the Director, Systems & Analytics, the Technical Support Assistant will be responsible for assisting in the ongoing development of information systems. The incumbent will troubleshoot user problems and configure equipment and applications. The incumbent will maintain operational systems, organize and supervise operational systems, train users on the use of applications, give purchasing advice, and perform other technical or administrative duties in support of the unit. The incumbent will contribute a general knowledge to the team and have the capacity to receive appropriate training, experience and exposure to technology and business requirements for future areas of specialization. The Technical Support Assistant ensures the quality delivery or implementation of applications and process changes, along with providing the appropriate communication and training support for effective and enhanced integration.

This position completes system-related new staff setups, access requests, hardware requests and/or training setups. This position troubleshoots problems with software, hardware, installation and upgrades, and configures, installs, tests, updates, maintains, backs-up, supports, and administers multi-user systems and server applications. This position supports users through technical knowledge to ensure proper use of software and hardware.

Job Description

What you will do

• Completes work from ticket workflow including new staff setups, access requests, hardware requests and/or training setups.


• Troubleshoots problems with software, hardware, installation and upgrades.


• Configures, installs, tests, updates, maintains, backs-up, supports, and administers multi-user systems and server applications.


• Configures systems and security on software to protect data by encryption and domain password security.


• Maintains documentation on installation and configuration specifications.


• Supports users through technical knowledge to ensure proper use of software and hardware.


• Provides support to the application database.


• Assists with training new users.


• 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.

• More than 2 years and up to and including 3 years of experience.
• Experience in Enterprise Resource Planning (ERP) Systems Administration considered an asset (e.g., Oracle-PeopleSoft, etc.).


• Experience in database administration/management, design and/or technologies considered an asset (e.g., MySQL, PostgreSQL, and/or Oracle/DB2, relational databases, warehoused databases, etc.).


• Experience with software and web technologies considered an asset (e.g., ServiceNow, Customer Relationship Management (CRM), other software packaging, etc.).


• Experience working at a post-secondary education institution considered an asset.

• 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.


• Provide consultation and advice on non-straightforward and/or complex issues.
  


• Interaction with others typically requires interpersonal skills and the ability to understand and influence.


• Adapt messages to meet the needs of the intended audience.
  


• Build relationships, trust and credibility.
  


• 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.


• Identify new problems and seek information and input to fully understand the cause of problems.


• Identify opportunities to improve the effectiveness and efficiency of work processes.


• 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

The University invites applications from all qualified individuals. 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. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at [email protected].