IT Support Desk Analyst - Student & Faculty Tech Champion

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

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