Posting Reason:

Temporary replacement of a regular position

Job Type:

Employee

Anticipated Duration in Months (for contracts and temporary assignments):

11

Job Family:

IT Support

# of Open Positions:

1

Faculty/Service - Department:

IT Service Management, Helpline

Campus:

Main Campus

Union Affiliation:

UOITP

Date Posted (YYYY/MM/DD):

2026/04/02

Applications must be received BEFORE (YYYY/MM/DD):

2026/04/13

Hours per week:

35

Salary Grade:

UOITP Grade 08

Salary Range:

$66,072.00 - $82,151.00

About Information Technology:

Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength are the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome.

In a nutshell: working here is challenging and rewarding. It’ll bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all this minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Position Purpose

Reporting to the Senior Analyst, IT Support, the incumbent is the first point of contact for end-user computing support. Provides front line technical support and troubleshooting for computing problems related to end-users. Records all incidents, including initial client information, troubleshooting information and incident escalation using the problem management system. Collaborates closely with other IT professionals to ensure achievements of service level objectives.

In this role, your responsibilities will include:

• Technical Support: Provides first-level technical support services to address the needs of clients in a networked environment. Analyzes, isolates, debugs and solves problems by providing corrective action to technical problems (both hardware and software). Installs, tests and upgrades software and hardware. Plans detailed expansion and modifies operating system parameters to accommodate expansion and permit access to network services.
• Work Assignments: Escalates incidents/problem to CCS resources or to the higher levels analyst for resolution. Identifies service deviation, problems where root cause is unknown and incidents that have no available work around. Seeks and identifies the resource that has the accesses, rights, privileges and expertise to solve reported incidents and requests and the resource that will ensure effective and expedient resolution. Identifies when incidents require an on-site visit and the problems needing a 2nd level of intervention. Use discretionary judgment to escalate problem incidents to senior resources when immediate action is required
• Service Development: Works closely with the Manager and Senior Analyst to improve the efficiency of the Computing Help Centre operations by providing suggestions and input for service improvements. This includes demonstrating initiative in collectively improving working methods for the Centre.

What you will bring:

• College Diploma in Computer Science, Information Technology or related field or equivalent experience.
• Minimum 2 years of experience in a technical support role.
• Experience in using various ITSM software and in managing tickets.
• Knowledge of the basic principles of data security and access (MFA, anti-virus, anti-spam, SSO, Microsoft AD, etc.).
• Knowledge of computer hardware including personal computers, printers and peripherals such as modems and Ethernet adapters.
• Knowledge of the University’s established IT strategies, policies and procedures and how to apply these to client requirements.
• Experience with PC Operating Systems (Windows).
• Experience with Macintosh hardware and operating.
• Experience troubleshooting TCP/IP and IPX networking protocols.
• Experience using Internet Tools such as browsers and FTP clients.
• Experience in creating software scripts.
• Ability to communicate technical concepts in a non-technical manner.
• Ability to proactively keep abreast of new emerging technologies.
• Ability to foster professional relationships with clients.
• Bilingualism - French and English (written and spoken).

#LI-Hybrid #LI-DP1

Key Competencies at uOttawa:

Here are the required competencies for all or our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.

Initiative: Demonstrate creativity and initiative to suggest