Connect-IT - Fall Staff Member

About Western

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

About Us

Western’s Housing Services department creates a supportive, inclusive community for students to live, learn and flourish. Residences at Western University are some of the best in the country with the Globe and Mail’s student satisfaction survey placing Western's residences number one for eleven consecutive years! Connect-IT delivers high quality, secure and cost-effective internet technology services and support to the students living in residence. Connect-IT also strives to provide the best staff experience to the student staff who work for us!

Responsibilities

Connect-IT is the University's internet service provider in residence at main campus and Huron University College. Connect-IT’s support philosophy is ‘students helping students’, which is why the Connect-IT team is primarily composed of fellow university students. Our team members are friendly, approachable and trained to troubleshoot a wide range of computer and networking related issues. Connect-IT’s support channels include phone and in-room visits to students’ residence rooms. In addition, Connect-IT assists the Housing and Ancillary Services IT team with providing hands-on support with events and conferences, helping attendees connect to the network and use available Audio-Visual equipment, such as projectors and microphones.

Time Commitment
Workload is heaviest at the very beginning of the year and becomes much lighter with more flexible hours after the 2^nd or 3^rd week of September. The Connect-IT Technical Support team should expect to work 25 – 35 hours during the week prior to the start of classes in September. Once classes begin in the fall, the commitment will be 6 - 12 hours a week. By the end of September, time commitment will lessen to 3 – 6 hotline hours, and 0 – 8 event support hours a week.

Availability exceptions will be considered for night classes and other academic responsibilities.

Qualifications:

• Must be a full time student at Western (enrolled in minimum 3.5 courses), and expect to retain full-time student status for the duration of this appointment
• Required to participate in paid job training and seasonal preparation starting:
  • Online training completed the week of August 22, 2027
  • In-person training starting the week of August 29, 2027
• Required to support move-in weekend
• Available to support O-Week hours
• Must be available for evenings and weekends

Experience:

• At least one year of experience in customer service preferred
• At least one year of experience in providing IT technical support preferred

Skills, Abilities & Expertise:

• Strong written and verbal communication skills to express ideas clearly and adapt communication style to suit the situation and audience
• Customer service skills with a friendly, patient, and professional approach
• Strong problem-solving and troubleshooting skills, including gathering information, identifying issues, and using available resource to find solutions
• Familiarity with both Windows and macOS operating systems
• Clear and accurate documentation of customer interactions, troubleshooting steps, and resolutions in a ticketing system
• Comfortable providing technical support via telephone and in-person interactions
• Strong organizational and time-management skills, with the ability to prioritize tasks in a changing work environment
• Attention to detail and a commitment to following established process and procedures
• Works effectively both independently and collaboratively as part of a team
• Willingness to learn new technologies, ask questions, and take on unfamiliar or challenging issues
• Demonstrates professionalism, integrity, and respect for confidentiality while following Western’s policies and procedures

Why Western?

Western offers a broad and exciting variety of part-time and temporary employment opportunities with ample room for job exploration and growth. Within our beautiful campus, you are part of a progressive work environment that promotes work/life balance including access to our state-of-the-art recreation centre. Apply for an opportunity to be part of the Western community and contribute to its success!

Applying at Western

To ensure that your application is given full consideration, please complete all relevant sections of the application. In addition, you can choose to supplement your application with a cover letter and current resume.

Consideration of applicants will include an assessment of previous performance, experience, and qualifications. Applicants should have oral communication skills in English.

Western Values Diversity

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources or phone 519-661-2194.

Please Note:

This position is for multiple existing vacancies. This position is fully in-person, on-site. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.