Analyst - PC Support, Information Technology - JWS (35hrs)

Halton District School Board; Burlington; Hybrid; CAD 71,000 - 85,000; Full time

Job summary

Halton District School Board is seeking an Analyst - PC Support to join the Information Technology Department at the J.W. Singleton Education Centre. The role focuses on installation, configuration and ongoing end-user support for computing tech, AV equipment and cell phones.

Expected travel and on-site work with potential for 50% remote work per administrative procedures. The successful candidate will have a two-year college diploma in computer science or related field, plus strong customer

Qualifications

• 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: Experience with multiple technology platforms including Windows Server; familiarity with DHCP, print services, Event Viewer.
• A+ Course
• ITIL course
• Preferred: MCPS/MCSE/A+/ITIL certifications
• Knowledge of current telecommunications technology and Microsoft Server
• Excellent interpersonal and communication skills, both written and verbal
• Attention to detail
• Excellent self-motivation with a focus on results
• Proficient time management
• Superior scheduling abilities
• Must have a car
• Must be able to lift 30 lbs

Responsibilities

• Provides exceptional customer service.
• Communicates effectively with peers, department, and sites to ensure clear understanding of issues and resolutions.
• Documents all issues completely using board software for issue tracking.
• Develops software/hardware support and training plans with various areas.
• Diffuses conflict with users experiencing technology challenges.
• Escalates issues to appropriate teams with supporting documentation.
• Supports IT and AV equipment.
• Services computers and AV equipment, software, and hardware replacement.
• Prepares, delivers and sets up new and repaired equipment.
• Works with sites to resolve technology challenges.
• Improves reliability of board systems to enhance user experience.
• Monitors critical board systems for daily readiness.
• Performs documented steps to recover from system failures.
• Documents failures and resolutions.
• Communicates failures to appropriate area or reroutes to field technicians.
• Assists in defining solutions and additional troubleshooting steps.
• Advises dependents when service cannot be resolved.
• Second level support for calls passed from first level.
• Applies technical expertise to calls from other IT departments.
• Identifies call trends and documents for others.
• On-site information gathering and troubleshooting across IT Dept.
• Creates script documentation for first level problem solving via phone.
• Collaborates to design and deliver training on board systems, software, and hardware for teachers and admins.
• Identifies training needs around software/hardware and develops training plans.

Skills

Customer service

Interpersonal skills

Communication skills

Troubleshooting

Education

2 year College Diploma in Computer Science

Co-Op placement preferred

Tools

Windows Server

DHCP

Event Viewer

Job description

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

Position Summary

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.

Key Responsibilities

• 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

Qualifications

• 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: 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
• A+ Course
• ITIL course
• Preferred: Certification or credit achievements towards Microsoft Certified Product Specialist (MCPS), Microsoft Certified Systems Engineer (MCSE), A+ Certification, ITIL Certification
• Knowledge of current telecommunication technology and Microsoft Server
• Excellent interpersonal and communication skills, both written and verbal
• Attention to detail
• Excellent self-motivation skills with a focus on result
• Proficient time management skills
• Excellent self-motivation skills with a focus on result
• Superior scheduling abilities
• Preferred: Computer application skills and proven methodology for staying aware of industry trends, especially as it relates to security/virus issues
• Must have a car
• Must be able to lift 30 Lbs

We thank all applicants for their interest in opportunities with the Halton District School Board. Contact will be made with applicants whose experience and qualifications most closely match the requirements of the position. Communication with short-listed applicants will be made through the email address provided on the applicants’ Apply To Education profile page.

First consideration for posted vacancies will be given to qualified applicants from the employee group in which the vacancy occurs.

Applicant Self Identification Questions

As part of the recruitment and selection function, the HDSB will collect voluntary self identification data from applicants in accordance with the Ontario Human Rights Code, HDSB’s Teacher Hiring Practices Administrative Procedure, HDSB’s Employment Equity Policy and Ontario’s Anti Racism Data Standards:

Personal information on this form is collected under the authority of the Anti-Racism Act, 2017, S.O. 2017, c. 15, in compliance with the Municipal Freedom of Information and Protection of Privacy Act, R.S.O. 1990, c. M.56. In accordance with HDSB’s Employment Equity Policy, personal information collected on this form will aim to achieve an inclusive, diverse and representative workforce. It works to intentionally identify and remove barriers for equity-deserving communities at each stage of the hiring process. Encouraging diversity of the workforce in the school board is vital because the workforce should be reflective and representative of the community.

Requirements

Although hiring policies must adhere to the qualification requirements set out in applicable Regulations (eg. Regulation 298, “Operation of Schools – General”) and any applicable collective agreement provisions, the Board recognizes the importance of the following when developing its selection and evaluation criteria:

• valuing applicants’ additional experience, lived experience, skills, backgrounds and perspectives; and
• granting first consideration, where the skills, ability, and qualifications of the applicants are relatively equal, to applicants who self-identify as members of historically under‑represented communities.

We encourage you to respond to our voluntary applicant self-identification questions. This data will inform our understanding of the diversity of our applicant pool as well as the progress of applicants throughout the hiring process. This data will inform our goals, strategies and actions and our progress towards creating and sustaining an inclusive and equitable workforce. Any information that you provide in response to these questions will be referred to during the hiring process for this position, and will be shared with the hiring manager and/or committee members responsible for the hiring process.

The section includes questions from Ontario’s Anti-Racism Data Standards (Standards, 2017). The Standards were established to help identify and monitor systemic racism and racial disparities within the public sector. The Standards establish consistent, effective practices for producing reliable information to support evidence-based decision‑making and public accountability to help eliminate systemic racism and promote racial equity (adapted from Ontario’s Anti-Racism Data Standards, 2017). Questions about this collection may be directed to Dixon Mohammed - Manager, Recruitment, Selection and Staffing at .

Accommodation

Upon request, we will provide reasonable accommodations for candidates who have temporary or permanent disability, or who otherwise require accommodations based on the protected grounds highlighted in the Ontario Human Rights Code in respect to the recruitment and selection process.

Wellness

The HDSB is committed to providing a respectful and healthy work environment.