Site Service Desk Analyst (3 Vacancies) - Jobs in Kitchener, ON

Job Description

Requisition Details

Job Title:Site Service Desk Analyst (3 Vacancies)Requisition #:22-456Campus:DoonDepartment:Service DeliveryPayband:FPayband Range:$28.28 - $32.78Hours/Week:37.5Starting Rate:$28.28Posting Date:Friday, July 15, 2022Closing Date:Sunday, July 24, 2022 at 11:59 PM ESTVacancy Type:Support Staff - Full-time

Three (3) Support Staff Full-time New Positions (Full-time Support Staff will be given first consideration)The incumbent will be responsible for providing systems monitoring, 2nd level service and support of laptops, PC’s, printers, peripherals, and all applications support for college students, faculty, and staff. Working closely with senior service delivery staff and other technical support staff, key responsibilities will be incident resolution for issues related to laptops, mobile devices, academic workstations, computer lab workstations, managing service and support requests and tickets.This position is an onsite position, and the successful candidates will be required to conduct work onsite 5 days/week.Responsibilities:Site Service Delivery and Technical Support:

• Provide critical system monitoring and 2nd tier support for students, faculty, and staff, providing thorough and concise technical support ensuring courteous, timely and effective resolution of end user issues
• Provide escalation (when required) for all tickets to their respective support groups via a call ticketing system, instant messaging, and phone
• 2nd tier classroom support/triage for emergency dispatch of assistance for any interruptions to curriculum delivery
• Provide initial incident call logging and any necessary follow up with customers via telephone, email, instant messaging and/or walk-up support ensuring exceptional quality of service and support
• Provide immediate 2nd tier support on all College applications and hardware technologies
• Support mobile computing technology, particularly wireless, smartphones, Windows, and Apple/MAC laptops
• Follow processes developed by the Senior Service Desk Analyst, deploy/maintain images for all labs, podium computers and mobile computing technologies
• Access software updates, drivers, knowledge base information and FAQ resources on the internet/intranet to assist with issue resolution
• Contribute to and maintain internal knowledge base articles and websites to ensure documentation is up to date for all IT&S staff, Advising Service Delivery Analysts and Work Study Students

General Service Delivery:

• Perform a range of general duties related to service delivery as required, including ITSM administration, asset tracking and logging, change management, problem management, etc.
• Adhere to and effectively communicate established process and procedures to customers
• Document technical information, notes, and user guides for internal or customer use
• Attend IT&S related meetings to understand user needs and all departmental meetings
• Participate in and deliver cross training to other service delivery staff
• Assist with technical training and guidance for work study students and new service delivery staff

Qualifications:

• Two-year Diploma in Electronics Technician or Technology, Information Technology programs or IT Support Services
• One-year practical experience maintaining, installing and troubleshooting computers, applications, network equipment and technical systems
• Previous IT service desk experience preferred
• Working knowledge of desktop/laptop computers, AV devices, network equipment
• Working knowledge of Microsoft, Apple and Android operating systems
• Good communications and public relations skills and exceptional customer service skills
• Ability to work without constant supervision
• ITIL and/or ITSM certification an asset
• Well-developed problem-solving skills to identify problems determine possible solutions and select the appropriate action
• Excellent interpersonal skills and proven ability to work well with users at all levels of the college
• Strong critical thinking, analytical, organizational, and decision-making skills
• Ability to be on-call, work rotating shifts, and overtime when needed to address issues, problems, or projects

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