IT Field Operations Technician (Contract)

Position Summary

Support Staff Full-time Appendix D Contract Position (November 19, 2024 to May 23, 2025)

The IT Field Operations Technician provides IT field operations support to students and employees. The successful candidate installs and maintains equipment related to IT infrastructure, including personal computers (PCs), printers, network switches, Wi-Fi, Audio/Video (AV) equipment, firmware, and software imaging. The IT Field Operations Technician installs and troubleshoots both copper and fibre optic network cabling.

Successful candidates will be required to conduct work within Ontario and must be available to work on-site at the Doon campus in Kitchener five days a week from 7:00 a.m. - 3:00 p.m. Travel may be necessary to other campuses at times on short notice.

Responsibilities

• Visits classrooms to troubleshoot software, hardware, and network faults; involves computers, printers, network switches, Wi-Fi Access Point (AP), licensing servers, and Microsoft and Apple applications
• Classroom AV Support involves troubleshooting projectors, audio, and scalers, and training end users on the proper use of classroom AV equipment
• Maintains documentation for IT and AV systems across the designated campus
• Provides feedback and recommendations to Information Technology & Support (IT & S) teams for improvement of hardware configurations, software imaging, network infrastructure, and AV solutions
• Provides IT Field Operations Junior Technicians with assistance and training to understand installed equipment, how it is installed, and how to troubleshoot the equipment to maintain high availability for academic use
• Troubleshoots and resolves issues with employee equipment including hardware and software faults, laptops, desktops, printers, phones and other office equipment
• Works with Facilities to relocate installed IT hardware during office moves
• Gathers and analyses information about a user’s issue to determine the best way to resolve their problem
• Provides user upgrades of computer systems and peripherals and new user installations
• Installs network cabling per college specifications; pull, label, terminate, and test
• Installs pre-configured switch gear, access points, and data rack equipment
• Installs and upgrades software and firmware image
• Completes general maintenance and cleaning of equipment; changing AV bulbs, toner swap out, and paper delivery
• Provides training to end users to ensure that accounts and systems are secured correctly
• Adheres to all security best practices for support and privileged access rights
  
  

Qualifications

• Minimum two-year diploma in Electronics Technician or Technology, Information Technology, IT support services or a related field of study is required
• Minimum one year of practical experience maintaining, installing, and troubleshooting computers, network equipment, and software systems is required
• Previous IT service desk experience preferred
• Working knowledge of desktop and laptop computers, AV devices, and network equipment
• Working knowledge of Microsoft, Apple, and Android operating systems
• Experience with network cable installation and working from ladders is an asset
• Experience working with a variety of hand and power tools is an asset
• Good troubleshooting skills and electro-mechanical aptitude
• Good communication and public relations skills
• Ability to work independently
• Access to reliable transportation and ability to travel to other campus locations as needed