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Posting Number: YUSA-8159
Position Title: Application Support Technician
Department: Schulich Executive Education Centre (SEEC), Schulich School of Business
Affiliation: YUSA
Band: 11
Salary: $55,846
Duration: Continuing Full-Time
Hours: 8:30 am to 4:30pm, Monday to Friday
The purpose of this position is to provide support for all applications within the Schulich Executive Education Centre (SEEC) including but not limited to CRM (iMIS), and developmental applications as required. The Application Support Technician is to answer questions, respond to requests in a timely manner, provide technical support, information assistance and training over the phone and in person on all technology related issues. This includes assisting in identifying and analyzing business requirements, translating requirements to technical specifications, designing and developing solutions using appropriate reporting tools ( e.g. SQL, Crystal, .NET) and other developmental tools, ensuring that the systems are available and functioning efficiently, troubleshooting problems, providing technical support to users. The incumbent will assist where possible in developing resolutions to problems and new initiatives to meet the client's business needs. Some involvement in web development for applications related to e-community support systems. E-Community is developed through community software (e.g. Go Lightly) and forms an integral part of the SEEC's Centre of Excellence programs (COE's). This position is to set up and service e-community applications to the current and future COE programs and maintain the infrastructure. To work closely with clients and other team members to ensure appropriate data tables and elements are incorporated into the SEEC CRM database and to ensure reporting jobs are functioning efficiently and effectively. To troubleshoot production problems and provide ongoing support to clients regarding efficient use of all applications.
College diploma/degree in computer science.
3 years of recent related experience in technical and end-user support in a network environment, preferably in an academic setting. Required experience to include: a) building customized reports with Crystal or equivalent, b) dealing with computer packages and their applications, c) setup, support and troubleshooting in various instructional technologies including audio-visual and multi-media based technologies.
Good communication and writing skills in English in order to communicate technical ideas both verbally and in writing to technical and non-technical audiences, and to provide documentation of procedures. Good analytic and problem solving skills in order to resolve problems with the systems that are frequently unclear and complicated. Good interpersonal skills in working with clients to define business needs and resolve problems. Ability to work well with others in a team environment, but must also be able to work independently. Dealing courteously and effectively with people at all levels. Must be able to set priorities among competing demands and work under the pressure of high volume and unanticipated work loads. Good organizational skills; presentation and facilitative skills; proven ability to exercise good judgment and initiative. Ability to work with ill-defined Client specifications to access clients requirements. COMPUTER SKILLS REQUIRE: SKILLS MATRIX: OPERATING SYSTEMS: BASICI: Unix/Linux; INTERMEDIATE: Windows ,XP, Windows 7 and Mac OS X. APPLICATION PACKAGES: ADVANCED: MS Office 2003, 2007, 2010; INTERMEDIATE: Word processors eg: MS Word, Spreadsheets e.g. Excel/Lotus and Email i.e. Lotus Notes; BASIC: Passport York Admin; Incident Tracking e.g., Remedy, System Utilities e.g. Symantec EndPoint, and Schedulers e.g. Notes, iCal. COMMUNICATIONS & NETWORKING: BASIC: ResNet, YorkNet AirYork, ResAir; INTERMEDIATE: Modems/drivers. DHCP: BASIC: YorkNet. ResNet setup for Windows XP,Windows 7 Mac OS X, Smart Phone mobile networking and Labs; WIRELESS: BASIC: AirYork setup for Windows XP, Windows 7,Including SSID; FUNDAMENTALS: BASIC: Hubs,Routers,Switches,DHCP IP address trouble shooting and MAC addressing; INTERMEDIATE: VPN. INTERNET APPLICATIONS: INTERMEDIATE: MS Internet Explorer 6.0-8, Mozilla Firefox 3.6-5.0, Google Chrome, Safari 5 for MacOS X, Courseware e.g. WebCT/Moodle. BASIC: Instant Messaging Jabber/ Lotus Sametime, WSFTP, Fetch, WinSCP, WebFAS, NetInfo, ResNet Tools, SiteLicense Software App. VIRUS CLEANING: B ASIC: Symantec EndPoint. CD BURNING: BASIC: Nero, Roxio. PRESENTATION APPLICATIONS: INTERMEDIATE: MS Powerpoint. PROGRAMMING LANGUAGES: BASIC: Java script, XML. DATABASE MANAGEMENT: INTERMEDIATE: Oracle SQL, MS Access and .Net Crystal Reports. WEB PAGE MANAGEMENT: BASIC: HTML 4 & 5, Front Page and Contribute; INTERMEDIATE: Dreamweaver. COMMUNITY SOFTWARE: BASIC: Golightly, Speechbobbles like systems. FILE FORMAT RECOGNITION: INTERMEDIATE: TIFF, HTML, ASCII, JPEG, PDF, etc.
Cover Letter Required: Yes
Internal Posting Date: October 19, 2012
Internal Application Deadline: October 26, 2012
Extended Posting Date: November 16, 2012
Extended Application Deadline: November 23, 2012
External Posting Date: November 16, 2012
External Application Deadline: November 23, 2012

Please Note: All applications must be received by 4:30 p.m. on the posted deadline date.

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The University welcomes applications from all qualified individuals, including individuals within the University's employment equity categories of women, persons with disabilities, members of visible minorities and aboriginal persons, individuals of diverse gender and sexual orientation and all groups protected by the Human Rights Code. York University is committed to employment equity and diversity and a positive and supportive environment.

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