Posting 23-45
Service Desk Specialist
Information Technology Unit,
Corporate Services Department
Permanent Position, Category 11, Hiring Range $67,060 - $74,174
The Service Desk Specialist’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user service requests. Problem resolution may involve the use of diagnostic and service desk request tracking tools, as well as require that the individual give remote and in-person, hands-on help at the desktop level.
Responsibilities:
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Provide service desk support in a courteous manner and resolve problems to the end user’s satisfaction.
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Monitor and respond quickly and effectively to requests received through the IT Service Desk system.
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Record, track, and document all actions taken to resolve a service desk ticket.
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Escalate service tickets (when required) to the appropriately experienced technician.
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Apply diagnostic utilities to aid in troubleshooting.
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Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
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Identify and learn appropriate software and hardware used and supported by the organization.
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Perform timely workstation hardware and software upgrades as required.
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Assist with onboarding of new users.
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Install, test and configure new workstations, peripheral equipment and software.
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Perform preventive maintenance, including checking and cleaning of workstations, printers, and peripherals.
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Maintain inventory of all equipment, software and software licenses using Inventory tracking software
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Develop help sheets and frequently asked questions lists for end users.
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Evaluate documented resolutions and analyze trends for ways to prevent future problems.
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Other duties as assigned by the Service Desk Supervisor, or the Manager of Information Technology.
Education, Skills, and Experience:
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College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
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Microsoft and Mac certifications an asset.
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Knowledge of IT infrastructure like Scanners, MFP Printers, Firewalls, Switches, Wifi, VoIP Phones, VPN, Cabling, Laptops, Desktops, Macs and Smart Mobile Devices.
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Experience with the latest operating systems for Windows, Windows server, VMware and Mac OS.
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Extensive application support experience with Microsoft 365, Adobe, McAfee, Exchange, Active Directory.
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Working knowledge of a range of diagnostic utilities, including ping, telnet, NS lookup, and Wireshark.
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Good understanding of the organization’s goals and objectives.
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Exceptional written and oral communication skills.
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Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
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Strong documentation skills.
Personal Attributes
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Ability to conduct research into a wide range of computing issues as required.
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Ability to absorb and retain information quickly.
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Ability to present ideas in user-friendly language.
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Highly self-motivated and directed.
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Keen attention to detail.
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Proven analytical and problem-solving abilities.
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Ability to effectively prioritize and execute tasks in a high-pressure environment.
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Exceptional customer service orientation.
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Experience working in a team-oriented, collaborative environment.
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Sitting for extended periods of time.
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Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
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Lifting and transporting of moderately heavy objects, such as computers and peripherals.
The Ontario College of Teachers offers competitive salaries, pension, comprehensive benefits and a modern, progressive work environment. This position operates with a mix of remote and in-office workdays.
The College’s mandatory COVID-19 vaccination policy that requires all staff, including prospective new employees, to be fully vaccinated by a Health Canada approved COVID-19 vaccine has been temporarily suspended. Currently new employees will not have to show evidence of vaccination. The College reserves the right to reactivate this policy at its discretion based on Public Health recommendations. Individuals with valid medical or other human rights-based exemptions will continue to be considered for appropriate accommodation within the policy
To apply, please forward your resume and cover letter no later than October 11, 2023.
Ontario College of Teachers is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environment. We will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Department to ensure your accessibility needs are accommodated throughout this process. Information received relating to accommodation measures will be addressed confidentially.
