Client Support Specialist

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Posting Information:
This posting is for an existing vacancy.

The internal posting deadline for this position is April 23, 2026, at 11:59PM.”

Job Description:

Primary Purpose

The Client Support Specialist provides a wide range of direct services and support to faculty, staff and students in their use of the electronic workspace at the School of Architecture. The Client Support Specialist is responsible for providing services, support, consulting, training, and communication services to clients at the School of Architecture. Services include troubleshooting client computer issues, providing instruction and training for school services (printing, wireless access, shared resources, and information systems) and maintaining school computing equipment (student computer lab, multifunction printer/copier/scanners, large format plotters). The Client Support Specialist will also be responsible for coordinating Audio/Visual technology systems for day-to-day functionality.

Key Accountabilities

Client Service

· Acts as a resource to students, staff and faculty to understand and resolve computing and technology related issues, including but not limited to hardware and software support

· Prioritize and provide timely requests for technical support and troubleshooting using ticketing system (JIRA);

· Assist students, faculty, staff and guests of the School with any University of Waterloo Systems eg. WatIam, Workday, Quest, Learn, Microsoft 365, Architectural Design Applications

· Work with the Computing and Media Manager to deploy, maintain or replace computer workstations for staff in the School of Architecture and Musagetes Library;

· Support faculty with technical teaching needs and resources;

· First point of contact for technical support for meetings, co-op interviews, conference calls etc.

· Establish and maintain all School email listservs and ensure lists are up to date each term; provide shared drive access to faculty and staff

Network and A/V Systems Support

· Provide technical support including hardware/software installation, operations and upgrades to systems and infrastructure components which support the School of Architecture daily operating functions;

· Apply appropriate patches and upgrades;

· Install software packages in student computing labs, ensuring all software licenses and applications are up to date;

· Act as liaison with Computer Engineering/IST/WatCard Office for Waterloo account and printing account and set up;

· Request and administer alarm access codes; ensure the key and alarm access lists are up-to-date and codes are de-activated when necessary

· Audio video (AV) support and by coordinating the faculty’s AV technology specialist

IT Equipment Support

· Maintain IT and AV equipment for classroom teaching needs;

· Maintains inventory of School classroom technology, AV and computer equipment, staff workstations and associated software licenses

· Monitor all School of Architecture printers, photocopiers, scanners and large-scale plotters - arranging appropriate printing accounts as well as service repairs as required

· Ensures technical support of computer equipment, specialized fabrication equipment and associated software platforms; prioritize support to reduce downtime;

· Ensure all computing labs and computing workstations are maintained and in working order;

Other Duties

· Support and maintain ACM Supply store

· Participate and setup AV on campus, meetings and events as required;

· Act as back up for the Manager, Computing and Media

· Special projects and duties signed by the Manager, Architecture Computing and Media, or Administrative Officer.

Required Qualifications

Education

· IT or computing related degree, or equivalent certification(s) education and experience.

Experience

· 2+ years of practical experience maintaining, installing and troubleshooting computers and associated peripherals

· Previous experience in an IT service role preferred

· Demonstrated experience working in a client support/service with a focus on customer service

Knowledge/Skills/Abilities

· Strong written and oral communication skills are essential

· Ability to prioritize and operate with a sense of urgency

· Proven capacity to manage competing priorities in a high-volume environment

· Attention to detail and accuracy are essential

· Genuine interest in enhancing and improving customer service

· Strong interpersonal skills with the ability to interact in a positive and supportive manner with team members, faculty and students

· Equally comfortable providing customer support via email, phone or in person

· Proficient knowledge of desktop computer hardware and software

· Preferred knowledge of MacOS, Windows Server and general server knowledge

· Ability to use programming languages to automate tactics: Java, JavaScript, PowerShell, PHP

· Knowledge of University of Waterloo systems and an understanding of virtualized environments, VMWare, VirtualBox etc. considered an asset

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.