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Job Requisition ID:

2025-00898

Time Type:

Full time

Employee Group:

Staff

Job Category:

IT Support

Employment Type:

Temporary

Department:

Information Systems and Technology - Service Desk

Hiring Range:

$71,827.90 - $89,784.87

Posting Information:

This role is being offered as external contract

Job Description:

The Computing Consultant (Service Desks), reporting to the Manager, Service Desks, is responsible for providing technical support for devices, applications, and the network for students, staff, and faculty at the University of Waterloo, while continually working to improve our service.

Responsibilities
• Assist with onboarding, offboarding, and access support for Campus Housing staff.
• Assist in planning service improvements at IST Service Desks.
• Provide support for Microsoft 365 (email and applications); wired and wireless network support; identity access management user support; and desktop and mobile device support (Windows, MacOS, Linux, iPhone OS, Android).
• Manage AV equipment loans for Campus Housing.
• Develop knowledge base articles for relevant services, processes, and applications.
• Work collaboratively with members of the service desk team (students and full-time staff) to handle complex problems and escalate to the appropriate group(s) within IST as needed.
• Commitment to continuous improvement of oneself, and the team, by staying current in the latest technology trends and providing feedback to the team as appropriate.

Qualifications
• Post-secondary education in a related field or the equivalent combination of education, technical certifications or training, and work experience.
• Excellent written and verbal communication skills.
• Ability to translate technical concepts into simple language.
• Must be able to manage multiple (sometimes conflicting) priorities and tasks.
• Must have a good understanding of network troubleshooting.
• Experience providing support for Microsoft 365.
• Thorough understanding of desktop operating systems (Windows, Mac OS) and imaging desktops.
• Experience managing AV equipment.
• Experience working with Atlassian tools (Confluence, Jira, and Jira Service Management).
• Experience working with and leading student staff is an asset.
• Excellent interpersonal and customer service skills with the demonstrated ability to deal with clients at all levels of computer literacy with tach and diplomacy.
• Proven ability to manage sensitive customer service issues.
• Experience managing projects.
• Experience delivering presentations.

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.