Analyst - PC Support, Information Technology - JWS

NOTICE OF PERMANENT M.A.S.S. VACANCY

Position:
Analyst - PC Support

Salary Range:
Band 4- $70,880.00 - $84,522.00

Location:

J.W. Singleton Education Centre
- Information Technology Department

Work Schedule:

35 hours/week, 12 months/year

Effective Date: ASAP

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.

The HDSB follows a . In accordance with this Administrative Procedure and with the approval of the immediate supervisor, employees who work at HDSB administrative sites may work from home for up to 50% of their regularly scheduled hours. Work from Home arrangements may change based on the future needs of the Board. The HDSB offers funding for professional development in accordance with the Terms and Conditions of Employment for management and administration support staff.

• Provides exceptional customer service
• Communicates effectively with peers, department, and sites to ensure clear understanding of issues, and resolutions
• Documents all issues completely, with clarity using board software for issue tracking
• Works with all areas to develop software/hardware support, and training plans.
• Diffuses conflict with users experiencing technology challenges.
• Escalates issues to appropriate teams, with supporting documentation when required.
• Support of IT and AV equipment
• Services computers and AV equipment, software, ‘Customer Replaceable Unit’ (hardware)
• Prepares, delivers and sets up new and repaired equipment
• Works with sites to resolve technology challenges
• Consistently improves reliability of board systems to improve user experience
• Monitor critical board systems to ensure systems are ready and available for daily operations
• In event of a system failure, performs documented steps to return system to a running state
• Documents any failures and resolution steps taken
• Communicates any failures to appropriate area ( Network Operations, Systems Operations Development) or reroute incoming school board technician
• Assists in defining potential solutions or additional troubleshooting steps
• Advises those dependant on a service when a problem cannot be resolved
• Second level support
• Applies technical expertise to calls passed from first level support, and other IT departments
• Identifies call trends, and develops documentation for other departments, and end users (where appropriate)
• On site information gathering and troubleshooting for various areas within the IT Department (Network Operations, Aspen, Development, etc.)
• Training and Documentation
• Create ‘script’ documentation for first level to step users through problem solving common issues via phone
• Works in collaboration with other departments to design and deliver training on board systems, software, and hardware to teachers and administrators
• Identifies training needs around software, hardware (IT/AV) and works with direct supervisor and IT manager to develop and make training available

• 2 year College Diploma in Computer Science or related Program
• Preferred: 2 year College Diploma in Computer Science or related program with Co-Op Placement
• 3 years in a customer service related role
• Preferred:
  M…