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Housing & Conference Services

Living At McMaster

HCS IT Assistant Job Description

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Position Description

Working with the System Administrator and Analyst, the successful applicant will provide technical assistance to resolve staff computing problems within the Housing and Conference Services Department. The primary responsibilities are to assist with creating service documentation, providing excellent customer desktop support and resolving IT problems in a timely manner.


Support routine operations and problem resolution of computing/IT issues in a department, faculty or help desk function. Acts in accordance with established procedures.

  • Assist users to resolve workstation and software-related problems and effectively communicate solutions to the end user in person, by email, and/or phone.
  • Identify, evaluate, resolve and troubleshoot routine IT issues and escalate to senior support as necessary.
  • Perform maintenance and operational IT tasks as identified by Supervisor/Manager.
  • Move, reinstall and reconfigure work stations as identified by Supervisor/Manager.
  • Document and update inventory of equipment and records of problems and resolution activity.


  • Education: High school diploma or equivalent.
  • Experience: Previous experience working with IT.


  • Knowledge configuring, troubleshooting, and optimizing operating systems including, but not limited to: Windows XP Professional, Windows Vista Business and Ultimate, Windows 7, Windows 10 and Mac OSX.
  • Working knowledge of applications such as Microsoft Office, Internet Explorer, Firefox, Google Chrome, Netscape, Outlook, Oracle Calendar, Adobe Acrobat, Trend Micro, MacConnect and Clean Access.
  • Experience in removing viruses and malware.
  • Experience working with hardware (ex. installing RAM, disk drives and other peripherals) and troubleshooting printer issues.
  • Familiarity with hand held devices such an iPhone.
  • Strong analytical and problem-solving skills.
  • Excellent customer relation skills and understanding of a “service and support” role/environment with a diverse client base of varying levels of technical competency.
  • Strong communication skills – convey technical information simply to non-technical audience verbally and in writing.
  • Good team/interpersonal skills are essential.
  • Ability to work independently with little supervision.
  • Strong organization and time management skills.
  • Working knowledge of JavaScript and other web programming languages will be considered an asset.

Additional Information

  • PT Timeline: September 1, 2019 – April 30, 2020 (10 hours/week)