Date:	April 17, 2015
Reports to (Job Title):	Director, Information Technology
Jobs Reporting (Job Titles):	At high end of creer path, other information Technology Specialist - see Career Path Matrix
Department:	Arts Computing Office
Location:	Main Campus
Grade:	USG 9-13 35 hr/wk

Primary Purpose

The Information Technology Specialist (IT Specialist) is responsible for the provision and support of all information technology and related computing systems in the Faculty of Arts. These responsibilities include management of computing environments and supporting infrastructure enabling and improving outcomes for administrative, teaching, and research computing in the Faculty.

Key Accountabilities:

1. Provide excellent client service to the Faculty of Arts and associated individuals and groups in their use of computing and related technology.

- Document client requests.

- Respond to initial requests for information or assistance within one business day, prioritizing response among multiple requests

- Work with clients to understand and resolve their computing and related technology issues.

- Resolve problems where the incumbent has the required skills and resources. Forward problems to those who are best suited to solve them based on expertise and resource availability.

- Keep clients informed of the progress toward resolution of their issues.

- Develop the skills (appropriate to the incumbent’s USG level) to resolve client issues directly.

- Communicate with clients and peers (within the department and elsewhere) effectively, clearly, and with empathy.

- Provide documentation for both technical and non-technical audiences.

- Record work activity for both internal and client use.

2. Solve a wide range of problems creatively and efficiently.

- Employ general principles to understand and solve problems.

- Apply experience and judgment to explore possibilities, recognizing preferred approaches and solutions. Identify circumstances when standard approaches to problem solving are practical as well as those requiring creative thinking and ingenuity.

- Use a disciplined approach to all aspects of problem resolution.

- Adopt an abstract approach to problem solutions, to be able to choose and create general, scalable, standards-based solutions to problems where possible. Seek solutions which can be applied to benefit large problem areas or client bases, extending to the entire campus when possible.

3. Obtain and maintain technical knowledge appropriate to the incumbent’s USG level.

- Through practical experience and professional development, keep abreast of current computing-related technology as it relates to currently used system configurations, technology used within the University, and potential acquisitions related to client needs.

- As the incumbent progresses through the career path, develop and strengthen expertise in one or more areas of specialization while broadening knowledge in other areas. Depending on the needs of the department and the Faculty, each IT Specialist in the department possesses at least one and may over the course of their career develop multiple specializations.

Position Requirements

Education:

A university degree in a computing discipline together with relevant experience, or an equivalent combination of education and experience.

Experience:

The IT Specialist is expected to develop competencies to at least the USG 11 level over the course of their career. Strong client service skills and demonstrated ability to work as part of a team. Ability to learn quickly and adapt to change. Ability to apply abstract thinking to solve complex problems. Able to work with a minimum of supervision. Good organizational, time management, and communication skills.

Technical:

System administration skills for at least one of Windows, Mac OS, or Unix based systems, or equivalent skills in software development or systems support, with demonstrated potential to gain expertise in other areas. Familiar with software, systems, and component level hardware aspects of supporting changing environments. Demonstrated front-line support skills.

Technical:

MS Word	Excel	PowerPoint	Other
word	excel	powerpoint	other

Nature and Scope

Interpersonal Skills:

Must be able to use verbal and written communication effectively with audiences of a wide range of levels of technical knowledge and understanding. Capable of dealing with people experiencing high levels of stress. Significant relationships include other members of the department; IT staff across the University in individual and group contexts; staff, faculty, students, and visitors associated with the Faculty of Arts; technology specialists at other institutions and organizations; and technology vendors.

Level of Responsibility:

Level of responsibility increases with skill and experience. See Career Path Matrix.

Decision-Making Authority:

Make recommendations to management on the purchase, repair, and replacement of hardware and software. May decide when and how to affect the working environments of clients throughout the Faculty.

Physical and Sensory Demands:

Depending on specific responsibilities and Faculty/department needs, there may be a need to lift and manipulate computing equipment, typically workstation class equipment up to 20 kg but occasionally servers and large printers.

Working Environment:

Most work takes place in private offices in front of a computer workstation. Travel to staff and faculty offices and computing labs in the Faculty is regularly required. Hours of work are similar to standard office hours, with some flexibility in scheduling and the occasional requirement for work to be done outside of office hours for emergency situations or to minimize disruption to clients. The position requires balancing competing demands of short and long term projects, periodic interruptions when engaged in focused work, and the awareness that any errors may damage large numbers of computing systems and/or affect the ability of clients and peers throughout the Faculty and in some cases the entire University to accomplish their jobs.