Job Description
User Support Technician, AG Research Antigonish

Job Title	User Support Technician	Identification UST
Reports To	Designated functional Manager	Level 5

Job Description

The User Support Technicians provide first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software.

Duties and Responsibilities

The User Support Technician performs a wide range of duties including some or all of the following:

• Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced.
• Consult user guides, technical manuals, and other documents to research and implement solutions.
• Provide advice and training to users in response to identified difficulties.
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts.
• Participate in the redesign of applications and other software.
• May supervise other technical support workers in this group.

Mandatory Qualifications

Education (One or more of the following)

• University Degree in Computer Science
• College Diploma in Computer Science
• Microsoft Certification in relevant disciplines
• CompTIA A+ certification
• Self-Directed Education *

*Proven Competency in the following skills based on self education and previous experience.

Knowledge, skills and abilities

• Knowledge of Windows Operating Systems
• E-mail
• Internet
• Oral communication
• Working as part of a team
• Problem solving
• Reading text
• Critical thinking
• Decision making
• Continuous learning

Personal characteristics

The User Support Technician should demonstrate competence in the following:

• Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.
  
  
• Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
  
  
• Creativity/Innovation: Develop new and unique ways to improve operations of the organization and to create new opportunities.
  
  
• Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problem, and make decisions that enhance organizational effectiveness.
  
  
• Lead: Positively influence others to achieve results that are in the best interest of the organization.
  
  
• Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.
  
  
• Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track time/details/data/information/activities.
  
  
• Plan: Help determine strategies to move the organization forward, set goals, create and implement actions plans, and evaluate the process and results.
  
  
• Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.
  

Experience

• Determined by position classification

Optional Qualifications

The following would be considered as additional assets for this position:

• Microsoft Certified Systems Engineer (MCSE)
• Microsoft Certified Systems Administrator (MCSA)
• Microsoft Certified Technology Specialist (MCTS)
• Microsoft Certified Professional (MCP)
• Microsoft Office Specialist (MOS)
• CompTIA Network+
• CompTIA Server+

Experience in:

• IMicrosoft Windows XP
• Microsoft Office Suites 2000/XP/2003/2007
• Corel Word Perfect Suite

Working Conditions

TBD

Physical Requirements

• Typically requires good near vision
• Ability to handle loads of up to 20 lbs may be required

Direct Reports

As delegated by functional manager.

Please forward Resumes to 

Angela Polegatto
Director of HR
careers@agresearch.ca