IT Support Analyst - End-User & AV Specialist

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

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