Generic Job Description - IT Support Technician

PED Number: 
IT Support Technician
Sub Group:
Job Summary: 

Under the direction of the immediate supervisor, provides, in person IT support and performs technical tasks related to the maintenance of an area’s IT resources including desktop computers, laptops, PDA, smartphones and peripherals. Installs, configures, tests and upgrades computer hardware and software. Acts as resource person and resolves problems. Performs technical demonstrations and shows others what to do. Maintains computer equipment and performs adjustments and minor repairs. Maintains documentation and records.

Major Duties and Responsibilities: 

1. Performs immediate-to-advanced IMAC (installs, moves, adds, changes) services: hardware roll-outs, refreshes, and other hardware deployment related activities on PC’s, laptops, printers, POS devices, etc. Ensures connectivity with file servers, email servers, application servers and administrative systems.
2. Responsible for developing and implementing technical procedures on how to quickly and efficiently address customer problems to limit downtime. Determine any changes to configurations, installations or hardware specifications during onsite encounters of unique situations and implement these changes as required. Also responsible to document and communicate these changes to the rest of the team. Must troubleshoot and research IT problems with quick and efficient response time.
3. Responsible for providing face to face, timely and efficient support to McGill students, staff and academics regarding a wide variety of IT resources (audio visual equipment, podium equipment and connectivity for classrooms, student labs, public areas), procedures and activities. Educate clients to avoid recurrence.
4. Works as technical liaison between clients and IT units. Demonstrated ability to make recommendations to customers and explain solutions in non-technical terms.
5. Creates and maintains disk images for mass deployment to both public and staff computers on campus. Also responsible for providing disk images to vendors contracted to McGill for the provisioning of desktop computers, laptops and tablets to be sold through the McGill Computer Store.
6. Loans out audiovisual equipment using specialized software.
7. Contacts vendor support to resolve hardware and software issues and concerns. Liaise with related IT units for problem resolution. Remains in communication with customers and or vendors regarding the status of their issue, and will be the conduit between customers, technicians and vendors.
8. Recommends purchases of equipment and materials to ensure they meet with IT Services guidelines. Maintains databases and prepares documentation related to activities of the unit.
9. Prepares reports. Analyzes and discusses results and their interpretation with others. Maintains records and files. Maintains and updates departmental documentations for accurate and efficient troubleshooting.
10. Performs adjustments and minor repairs. Arranges for and follows up on major repairs and servicing.
11. Maintains records and prepares documentation related to activities of the unit.
12. Keeps abreast of new developments in the field to update skills and knowledge.
13. Uses equipment such as computers, audio-visual equipment, printers, computer diagnostic tools, mobile devices, external storage, projectors, Smartboards, classroom management panels, etc.
14. The list of duties and responsibilities outlined above is representative and not a complete and detailed list of tasks which may be performed by an employee whose position has been matched to this generic job description.

Education and Experience: 

DEC III (Computer Science Technology)

Three (3) years' related experience