Technology Specialist 1

As the Technology Specialist 1 you will ensure the delivery of technology services and high-quality customer service to support academic, scientific, and administrative activities at PI. In this role the Technology Specialist 1 will provide first level technical support to all PI residents and serve as a liaison between the Technology Service department and the PI community.

Primary Responsibilities 

• Provide direct technical guidance and support to end-users
• Ensure service requests and incidents are logged, assigned, and resolved in accordance with service level agreements and service management best practices 
• Serve as a liaison between PI community and L2/L3 technical staff
• Manages and monitors end-user devices and their applications including:
  • Hardware/OS: Laptops/Desktops, cellphones, tablets, etc.
  • Security: Antivirus, encryption, VPN
  • Centralized storage: Dropbox and Dropbox synchronization
  • Productivity software: Google apps, MS Office apps, Gmail
  • Collaboration: Slack, Zoom
• Maintain a current end-user systems inventory
• Create and maintains end-user documentation 
• Monitor and assist with maintaining IT’s PION web pages and ensure the accuracy of information
• Work with different technology units to develop and deliver end-user training and security best practices
• Provide technical support for IT centralized services: printers, communication technologies
• Provide offsite technical support to Perimeter owned apartments
• Provide user-level support and troubleshooting of classrooms and meeting rooms
• Assist the Media Technology group in providing support for meeting setup, collaboration technology support, and lecture capture
• Support, as required, other technology groups on meetings, events, and conferences 
• Support on-boarding/off-boarding processes as dictated by PI policies
• Respond and escalate Information Security Incidents
• Participate and provide technical support in vendor technology reviews and procurement processes
• Participate in emergency incident response procedures and digital forensics
• Participate in the 24/7 technology services on-call rotation
• Perform other duties as assigned and participate in project teams as required

Required Education, Knowledge and Abilities 

• Completed post secondary education in an IT related field complemented by IT related industry certifications which focus on management of on-premises/cloud systems, and Operating Systems
• 0-3 years of experience providing Level 1 IT technical support (Ideal new graduate opportunity)
• Excellent verbal and written communications skills
• Strong organizational skills, accuracy and attention to detail, excellent problem-solving skills, ability to handle multiple priorities, work under short deadlines and manage changing priorities
• Proven ability to be discreet and to maintain confidential information
• Ability to work with various types of users and explain technical details to non-technical individuals in person and online
• Knowledge of current hardware and new computing technologies and a professional approach and positive attitude with a willingness to learn new technologies
• Experience with Linux, MacOS, and Microsoft operating systems
• Familiarity with common application software (Microsoft Office, Google productivity suite, Adobe products, scientific software (overleaf, Maple, Mathematica, Matlab))
• Familiarity with computer networking fundamentals
• Ability to diagnose software, hardware and network issues
• Deals with difficult situations with tact and diplomacy seeking to resolve problems

We encourage all qualified candidates to apply by September 19, 2022 and are pleased to offer a dynamic team-oriented work environment and highly competitive total compensation package, including salary, benefits, and work life balance and culture.  

Perimeter Institute is committed to diversity within its community and especially welcomes applications from racialized persons, women, Indigenous/Aboriginal People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas.

Perimeter Institute provides support throughout the application process for applicants with disabilities. We work with you to understand the impact of your disability to appropriately accommodate you during the application/interview process. Please contact [email protected] for assistance.

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