User Support Specialist – 12-month contract
Family & Children’s Services of the Waterloo Region is a community organization legally mandated to respond to and work together with families, their supports, and our communities to protect and care for children who have been abused or neglected, or who are at risk of being abused or neglected.
Our Agency is fully committed to creating a diverse, inclusive, equitable and accessible workplace that supports employees to be authentic and fully engage in shaping a healthy workplace and community where children, youth and families thrive.
To continue to support the work that we do, the Agency is looking for a full-time (36.5 hours per week),12-month contract User Support Specialist (USS) position available within the Technical Services team.
The primary role is to provide first level computer and phone support to users. This includes providing and maintaining user equipment and software, as well as receiving, prioritizing, actively resolving, documenting service requests and escalating incidents when considered appropriate.
This position requires an ability to work after-hours on projects and maintenance tasks. This position also participates in a paid, on-call rotation. Currently this position is a hybrid scenario of work from home and in office. Working from home requires a personal high speed, reliable internet connection.
We are committed to diversity in the workplace and strongly encourage applications from qualified individuals with varied backgrounds.
The role has a particular focus on the following areas:
- Responsible for deployment and operation of the Agency’s end-user computer and equipment, including peripherals and software
- Responsible for solving problems relating to the operation of the Agency’s end-user computers, equipment, peripherals, and software
- Responsible for software installation, maintenance and troubleshooting on end-users’ computers
- Creation and maintenance of user accounts for all systems to which users have access. Ensuring rights are properly configured to give appropriate access, mindful of security and associated risks
- Receive, document and resolve end-user issues through the Tech Service Desk within agreed upon timeframes
- Provide ongoing staff training and user support
- Maintain up-to-date inventory of all user equipment
- Participate in selecting and deploying new software and hardware tools
Qualifications:
- University degree or College diploma in Information Technology or Computer Science required or equivalent experience
- Comprehensive understanding of PC technology including laptops and workstations, multi-function printers, and peripherals
- A minimum of 2 years of experience installing, maintaining laptops and workstations in a user support capacity is required or related experience (co-op or contract work included)
- A thorough understanding of Microsoft Office/Office 365 required, familiarity with Apple technologies is desired
- Above average communication and administrative skills
- A good understanding of security principles as they apply to IT
Compensation:
- $60,151.42 – $72,830.44 per annum (Office and Clerical 6)
- OMERS, sick time, Employee and Family Assistance Plan
- Banked overtime
- Paid on-call
Articles 15 and 16 apply to internal applicants
Application Process:
Interested internal applicants are invited to submit a resume to internal.resume@facswaterloo.org quoting posting #015-2025
Interested external applicants are invited to submit a resume to resume@facswaterloo.org quoting posting #015-2025
Diversity, Equity, and Inclusion:
Family & Children’s Services is committed to a diverse, inclusive, equitable and accessible workplace. We encourage applications from Indigenous and Racialized people, women, 2SLGBTQIA+ people, and people with disabilities to ensure we get the best, most creative talent on our team. If you feel comfortable making it known, you may choose to self-identify as member of a designated group. Any information directly related to you is kept confidential and used in a safe manner to inform our recruitment process towards being an equal opportunity employer.
Accommodation at Family & Children’s Services of the Waterloo Region:
We are committed to a selection process and work environment that is inclusive and barrier free. Accommodation will be provided in accordance with the Ontario Human Rights Code. Applicants need to make any accommodation requests for the interview or selection process known in advance by contacting the Human Resources Department at 519-576-1329. Human Resources will work with the applicant and the interview committee to arrange reasonable and appropriate accommodation for the selection process, which will enable you to be assessed in a fair and equitable manner.