IT Support Desk Analyst

Csod; Oshawa; On-site; CAD 52,000 - 61,000; Full time

Job summary

Durham College is seeking an IT Support Desk Analyst to deliver first-line technical assistance for laptops, PCs, printers, and software to students, faculty, and staff. You will monitor systems, log incidents, and coordinate with 2nd/3rd level teams and vendors to resolve issues across campus locations in Oshawa and Whitby.

The role emphasizes achieving 80% first-contact resolution and requires after-hours support as needed, with strong problem-solving and customer-service skills to ensure

Qualifications

• A minimum of a 3-year diploma or degree in Information Technology or Business Administration.
• A+ Certification is required.
• Minimum of 5 years of IT experience dealing with the public.
• At least 2 years of 1st level support in a network environment.
• Strong problem-solving, interpersonal and communication skills.

Responsibilities

• Provide systems monitoring and first line support for laptops, PCs, printers and software.
• Manage incidents from open state to closure via ticketing system.
• Coordinate with 2nd and 3rd level IT teams and vendors to resolve issues.
• Maintain service levels with an emphasis on first-contact resolution.
• Document technical information and user guides for internal use.
• Assist with Active Directory and Exchange admin tasks as needed.

Skills

Problem solving

Interpersonal skills

Communication

Organizational skills

Education

3-year diploma or degree in Information Technology or Business Administration

A+ Certification

Tools

Banner

MyDC

MYOntology

Active Directory

Exchange

Job description

IT Support Desk Analyst

COMPETITION NO. SS26-52

About Durham College:

Durham College (DC) is a leading post-secondary institution that supports students to develop career-ready skills for the ever-changing job market. With a focus on experiential learning, led by expert faculty, through field placements, applied research, co-ops and other hands-on opportunities, DC grads are known for having the skills and knowledge they need to adapt to the ever-changing workforce.

A leader in innovative teaching and learning, Durham College offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, media, art and design.

Our modern campuses in Oshawa and Whitby offer 145 programs – including six bachelor’s degrees and 11 apprenticeship programs – to more than 11,000 full-time post-secondary and nearly 3,000 apprenticeship students. In addition, we have more than 16,000 student registrations in professional and part-time learning. More than 120,000 alumni represent the college, both locally and around the world.

DC has an estimated annual economic impact of more than $913 million on Durham Region and is proud to be an active and engaged member of the communities we serve by contributing resources and expertise to enhance social and economic well-being through partnerships, investments and collaboration.

Position Information

Full-time Support Staff Position Opportunity
Payband: H; Starting Rate: $38.09; Four Year Rate: $44.04
Department: IT Service Desk
Hours: 35 hours per week (1) one hour lunch; shifts may be scheduled Monday to Sunday, between 7:30 AM and 9:00 PM
Reporting To: Manager, Service Desk
Campus Location: Oshawa and Whitby Campus. Shifts may be scheduled at either campus.
Vacancy Status: Existing vacancy

Duties and Responsibilities

The incumbent will be responsible for providing systems monitoring, 1st level services and support of laptops, PCs, printers, peripherals, software as well as centric application support for College and University students, faculty and admin staff. Working closely with 2nd level support staff, key responsibilities will be incident resolution for issues related to college/university laptops, smartphones; academic workstations, computer lab workstations, managing requests and trouble tickets issues from the open state to the call closure process. Support interfaces include phone, client walk-up, chat, requests via supervisor, IT management and other ad hoc requests. The incumbent can provide support from all campus locations.

A key initiative is to ensure that service levels are met when responding to and resolving assigned calls, targeting 80% of all calls being resolved on the first contact with customer. This requires coordination and communication between clients, 2nd and 3rd level IT support, as well as 3rd party vendors if necessary.

1st Level Technical Support and Service

• Provide critical system monitoring and first line support for the Durham College (DC) and Ontario Tech (OT) user community, providing thorough and concise technical support with immediate resolution where possible to clients.
• Provide escalation for all calls to their respective support analysts via call ticketing system and phone.
• Provide initial incident call logging and any necessary follow up with customers via telephone, chat, email and/or walk-up support ensuring quality of service.
• Provide immediate first line support on all College and University user-based applications and software including, Microsoft Office Suites, Exchange mail, My DC, My ON Tech, DC Connect, Canvas, and other student focused applications as implemented.
• Support mobile computing technology, including Wireless, smartphones, Windows & Apple/MAC laptops.

Ticket Management

• Required to log all service and problem requests in the call logging system with the appropriate technical analysis as per departmental procedures.
• Review tickets and report on trends to 2nd or 3rd level or management teams.

General Duties

• Required to perform a range of general duties in the technical area as required from time to time, such as laptop distribution, administration of technical student information, asset tracking and logging etc.
• Adheres to and effectively communicate established process & procedures to clients when necessary.
• Required to work off hours when necessary to address issues, problems, or projects. May be required to be on call, work rotating shifts and work overtime when necessary.
• Required to document technical information, notes, user guides for internal or customer use if required.
• May be required to provide assistance with Active Directory & Exchange administrative tasks.

Technology Research

• Provides continuing research and training on technologies and applications to maintain a skill level that matches the evolution of technologies related to perform these duties and keeping applications technically current.

Meetings

• Attend IT related meetings to understand user needs and all departmental.

Cross Training

• Deliver cross training to other technical staff when required.

Qualifications

• A minimum of a 3-year diploma or degree in Information Technology or Business Administration
• A+ Certification is required
• A minimum of 5 years of related work experience in Information Technology and dealing with the public
• A minimum of 2 years 1st level support in a network environment
• Well-developed problem-solving skills in order to identify problems determine possible solutions and select the appropriate action.
• Able to cope under high pressure and constant changes in priorities.
• Excellent interpersonal skills and proven ability to work well with users.
• Strong critical thinking, analytical, organizational and decision-making skills.
• Familiarity with Banner, MyDC, MYOntology would be an asset.

Durham College invites applications from all qualified individuals. Durham is committed to fostering workplace diversity, and, provides accommodations to applicants with disabilities throughout our hiring process. If you require this information in alternate format; require communication supports; an accommodation in applying for a posting and/or if you are selected for an interview, please contact our Human Resources (HR) department and an HR assistant will work with you to meet your needs.

We thank you for your interest in employment with Durham College however, only those candidates selected for an interview will be contacted.

Land Acknowledgement

Durham College is situated on the traditional lands of the First Peoples of the Mississaugas of Scugog Island First Nation. These lands are covered under the Williams Treaties and rest within the traditional territory of the Anishinaabeg. We offer our gratitude to the Indigenous Peoples who care for and, through the treaty process, share the lands on which we live, learn, teach and prosper today.