Application Support Specialist, Information and Communications Technology

Nature of Work: The Application Support Specialist works collaboratively with diverse groups of stakeholders across the college, ICT and the university.  Some engagements may include partners from Saskatchewan Health Authority and other organizations.

This position involves extensive computer use and is embedded in a team environment.  Some scheduled work may involve evening and/or weekends, before and after hours, occasional travel and classroom support. This position functions within a fast‐paced environment with competing demands that require initiative, time management, problem solving and the ability to work under pressure with minimal supervision. The candidate will provide training to individuals, small and large groups as needed. The candidate must assess the learning needs through discussion and observation and customize training to suit the needs of the stakeholders (faculty, staff and students).

The University of Saskatchewan values diversity and Indigenous engagement is a strategic priority. In support of this priority, this position will actively engage in learning to develop an understanding of diverse perspectives and how to incorporate equity, diversity and inclusion into their work.

Accountabilities:                                                              

• Support a portfolio of applications by analyzing, troubleshooting and resolving user issues
• Ensuring a high level of customer service with large and diverse stakeholder groups
• Understand the user(s), their role(s), general capabilities and limitations and work to develop proactive measures to resolve issues such as training and handbooks
• Ensure all work is completed with a process improvement mindset and adherence to the university policies, procedures and standards
• Ensure service level commitments are met and maintained
• As a member of the team, actively contribute, share and document findings and experiences with team members
• Maintain proficiency and technical expertise
• Perform seasonal maintenance of systems including user accounts (creation, modification) and course builds, data uploads, reports and other function as necessary
• Document client requests, solutions, best practices and procedures to evaluate and analyze for trends and proactive ways to prevent future incidents
• Contribute to the development and maintenance of standards, procedures
• Report on progress, status of issues and ongoing problems and projects
• Liaise with vendors and ICT to resolve complex problems
• Contribute to and maintain self-service programs which include lessons learned, help systems and knowledgebases to allow users to resolve their own issues
• Additional projects as assigned and required

Qualifications:

Education:  A post-secondary degree specializing in information technology, educational technology or equivalent training and experience.   

Experience:  Two or more years of direct experience as an IT support to clients within a University or corporate Support Services/Service Desk setting is preferred.  Extensive experience in supporting and troubleshooting issues under Windows OS, Macintosh OSX, and/or Unix/Linux and using various browsers. Preference will be given to those with University of Saskatchewan information technology support experience and knowledge or experience using ITIL in a support environment.  Previous experience with curriculum and other academic applications would be considered an asset.

Skills:   Excellent customer service skills coupled with demonstrated written and verbal communication skills; proven ability to analyze and troubleshoot IT problems; ability to accurately convey technical information to non‐technical clients; technical aptitude for acquiring new knowledge and developing skills to support an ever‐evolving suite of tools and services; and the ability to calmly and efficiently address client technical difficulties. Ability to research a wide range of IT incidents and requests as required. Keen attention to detail.