Examinations Technical Support Assistant

July 9 2024
Industries Education, Training
Categories Support, Assistance
Ottawa, ON • Full time

Duties and Responsibilities:

Reporting to the Examinations Technical Officer, the Examinations Technical Support Assistant provides front-facing support to the university community regarding exams.

The incumbent will interact with various stakeholders, from students, course instructors, administrative staff, proctors to those writing from external universities or organizations. Each exam type has different processes and techniques in which the incumbent must be proficient to provide high-level support. Support can range from explaining the deferral process, assisting a student with troubleshooting specialized software, providing feedback to a course instructor about how to upload their exam, to coaching a proctor through a difficult situation. The incumbent must be able to multi-task and prioritize the work to be done within a fast-paced environment. Exams are a continuous activity and run seven days a week, from 08:30 am until 10:00 pm. Therefore, this team is continuously preparing, executing, and planning simultaneously. Scenarios, as noted, can include technical interventions to assisting students who are in distress.

Qualifications:

The incumbent must possess the following qualifications:
• The work requires a good knowledge of modern office/business practice and technology, a general understanding of university organization and procedures, and a thorough knowledge of examination regulations and procedures.
• Requires knowledge of a variety of accommodation circumstances and the personal suitability to provide an environment that meets the needs of students while also protecting the academic integrity of the examination condition.
• Requires the ability to work with minimum supervision, as the incumbent often work outside of operating hours.
• Tact and discretion in dealing with people who find themselves in highly charged situations are also required. Therefore, this position requires both strong technical and interpersonal skills.
• The ability to assist with the technical needs of students who access various adaptive software systems, including JAWS, Dragon Actually Speaking, and others.
• Ability to learn new technology quickly, and a customer service background would be an asset.
• Familiarity with Banner, registrarial functions, and academic department functions would be assets.
• Experience includes working in a local area network and mainframe computing environment, with a proven ability to effectively use software packages such as Word, Excel, Teams and PowerPoint, and a strong knowledge of the construction and use of databases.
• A high level of troubleshooting is required on a daily basis for this position. Creativity and strong problem-solving are required in order to find workable solutions.
• Experience in a leadership role that involves providing feedback, coaching, or mentorship.
• The work requires strong administrative skills and the ability to organize multiple tasks and priorities at a given time.
• Ability to maintain and develop positive working relationships with others and resolve misunderstanding or conflict.
• Exceptional customer service skills as they are the first line of contact within the centre.
• Strong interpersonal and communication skills, both written and verbal.
• Exams are a continuous activity and run seven days a week, from 08:30 am until 10:00 pm. As a result, evening and weekend work will be required.

Education and Experience:

The above is normally acquired through the completion of:
• Three-year Undergraduate Degree or College Diploma.
• One year of progressively responsible administrative experience, preferably within higher education

HR Note:

Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.

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