analyst, information technology (IT)
Title posted on ApplyToEducation -
Temporary Analyst - PC Support, Information Technology - JWS (35hrs)
Posted on
August 29, 2024
by
Employer details
Halton District School Board
Job details
August 28, 2024<p>Notice of MASS Vacancy<p>Position: Temporary Analyst - PC Support<p>Salary Range: $63,437.00 - $75,647.00 - Band 4<p>Location: J.W. Singleton Education Centre- Information Technology Department<p>Work Schedule: 35 hours/week, 12 months/year. <p>Effective Date: September 9, 2024- August 8, 2025Position Summary:<p>The Technical Support Specialist is the face of customer service for the entire IT department in schools. Responsible for the installation, configuration, and ongoing support of all end user computing technology, AV equipment, and cellular phones. Forecasts issues with hardware and software components, and provides proactive solutions to avoid service interruption. The Technical Support Specialist also liaises with School Programs and SPED to deliver training, and support of new and specialized software and hardware. The Technical Support Specialist also must possess strong interpersonal skills for dealing with challenging situations, and regularly deals with upset, and frustrated clients.<p>Key Responsibilities:Provides exceptional customer service<p>Communicates effectively with peers, department, and sites to ensure clear understanding of issues, and resolutions <p>Documents all issues completely, with clarity using board software for issue tracking<p>Works with all areas to develop software/hardware support, and training plans.<p>Diffuses conflict with users experiencing technology challenges.<p>Escalates issues to appropriate teams, with supporting documentation when required.Support of IT and AV equipment<p>Services computers and AV equipment, software, Customer Replaceable Unit (hardware)<p>Prepares, delivers and sets up new and repaired equipment<p>Works with sites to resolve technology challenges<p>Consistently improves reliability of board systems to improve user experienceMonitor critical board systems to ensure systems are ready and available for daily operations<p>In event of a system failure, performs documented steps to return system to a running state<p>Documents any failures and resolution steps taken<p>Communicates any failures to appropriate area ( Network Operations, Systems Operations Development) or reroute incoming school board technician<p>Assists in defining potential solutions or additional troubleshooting steps<p>Advises those dependant on a service when a problem cannot be resolvedSecond level support<p>Applies technical expertise to calls passed from first level support, and other IT departments<p>Identifies call trends, and develops documentation for other departments, and end users (where appropriate) <p>On site information gathering and troubleshooting for various areas within the IT Department (Network Operations, Trillium, Development, etc.) Training and Documentation<p>Create script documentation for first level to step users through problem solving common issues via phone<p>Works in collaboration with other departments to design and deliver training on board systems, software, and hardware to teachers and administrators<p>Identifies training needs around software, hardware (IT/AV) and works with direct supervisor and IT manager to develop and make training available Qualifications: 2 year College Diploma in Computer Science or related Program<p> Preferred: 2 year College Diploma in Computer Science or related program with Co-Op Placement<p> 3 years in a customer service related role<p> Preferred: Minimum 3 years related work experience including a minimum of one to two years practical experience in the support of multiple technology platforms and Familiarity with Windows Server, and basic functions like DHCP, print services, Event Viewer<p> Certificate in Information and Communication Technology Management (OASBO)<p&
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LocationBurlington, ON
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Workplace information
On site
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SalaryNot available
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Terms of employment
Permanent employmentFull time
- Start date
Starts as soon as possible
- vacancies
1 vacancy
- Source
ApplyToEducation
#2791261
Advertised until
2024-10-28
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