About IBU

International Business University (IBU) stands as Ontario's first independent not-for-profit university. Having received Ministerial consent for full accreditation in 2020 and DLI approval in 2023, IBU is Ontario's only not-for-profit independent University. Our foundation draws inspiration from the world's most esteemed independent universities, creating a 'next generation' model characterized by innovation, agility, and responsiveness. IBU is focused on being a truly student-centric, industry-aligned university, executing the best practices of today to build the future talent relevance of tomorrow. IBU is committed to curricula and learning experiences that seamlessly blend rigorous academic preparation with practical skill development, reflecting emerging technologies, evolving societal needs, and the future demands of the global workforce.

Job Title: IT Support Officer

Term: Part-time, Temporary (20 hours/week)

Department: IT

Compensation: $25.00 per hour

Reports to: Manager, IT Services

Location: Ottawa, Ontario

The IT Support Officer will be responsible for the planning and delivery of student, faculty, and employee IT support services, managing support staff and providing high-quality customer service. The successful candidate will be responsible for providing services such as installation, consultation, troubleshooting, user assistance and training. Functions may include diagnosing and resolving problems in response to customer reported incidents; planning and analysis of work processes; researching and reporting trends and patterns of problems; developing training materials and performing information system training sessions; developing and maintaining problem tracking IT case; installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; consulting with users to identify needs and requirements; conducting feasibility studies and trade-off analyses; preparing business cases; ensuring the rigorous application of information security/information assurance policies, principles, and practices.

Key Responsibilities:

• Core Technical Support
• Student IT Onboarding & IT Orientation
• User Training & Community Support

Qualifications:

The successful candidate shall possess the following skills:

• Bachelor's degree or college diploma in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and relevant experience.
• Minimum of three (3) years of related, hands-on experience providing IT support in an academic, corporate, or similarly complex environment required.
• Demonstrated experience delivering first- and second-line technical support to end users.
• Strong verbal and written communication skills, with the ability to explain technical information clearly to non-technical users.
• Demonstrated ability to diagnose technical issues, exercise sound judgment, and resolve problems efficiently.
• Demonstrated decision-making, prioritization, and time-management skills in a fast-paced service environment.
• Proficient in the following software:
  • Microsoft Windows 10 & 11 and macOS.
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
  • IT service management platforms such as Salesforce Service Cloud and/or Jira Service Management.
  • Canvas Learning Management System (LMS).
  • McGraw Hill Connect or comparable digital learning platforms.
• Proficient in the following hardware:
  • Lenovo ThinkPad and ThinkCentre devices; Apple MacBook devices.
  • Network and connectivity equipment, including Cisco Meraki.
  • Video and audio conferencing equipment and classroom A/V technology.
  • Multi-functional printers (MFPs).
  • Projectors and presentation technologies.
  • Structured cabling and peripheral connectivity.

Application Process

To formally express your interest in this opportunity, please submit your resume and a brief cover letter via Greenhouse. In your cover lett