Part Time - User Service Representative (3 positions)

George Brown College; Toronto; On-site; CAD 32,000 - 43,000; Part time

Job summary

George Brown Polytechnic is seeking a part-time User Service Representative to provide front-line IT and library support across campuses. You will assist with software, account management, and student services in a busy learning environment.

The role offers on-site work at all campuses with varied hours (24/week). Requirements include IT certification and 2+ years in a customer service or IT support setting, plus strong English communication and organizational skills.

Qualifications

• Two-year certificate or equivalent in Information Technology or Computer Technician with CompTIA A+ certification.
• Minimum two years in a high-volume customer service or IT support in library/lab settings.
• Proficiency with Word, Excel, PowerPoint, Outlook, Access; basic wireless tech knowledge.
• Windows and Mac OS troubleshooting with common software.
• WiFi and network knowledge; familiarity with printers and mobile devices.
• Experience with social networks and web apps.
• ASL familiarity is an asset.

Responsibilities

• Assists with a wide range of software and learning resources, including library catalogue and LLC equipment.
• Provides front-line IDM support: verify accounts, reset passwords, escalate issues.
• Sets up student laptops for wireless access and email accounts.
• Recommends software meeting student needs (academic software, antivirus, etc.).
• Assists with student admin systems and basic troubleshooting; escalate complex issues.
• Provides circulation and student services using Library Management System and Banner for IDs.
• Other duties as assigned.

Skills

Excellent English

Teamwork

Prioritization

Keyboarding

Library operations understanding

Lifting capability

ASL familiarity

Equity, Diversity, Inclusion

Education

Two-year IT certificate or equivalent

Job description

Competition Number: REQ 7427

TITLE: Part Time - User Service Representative (3 positions)

DIVISION: Library, Learning & Assessment Centres

SALARY: $26.94 per hour

SCHEDULE: Monday to Friday(varied)

HOURS PER WEEK: 24

LOCATION: All Campuses

WORK MODALITY: On-site

STATUS: Regular Part Time Support

VACANCY: Replacement

EFFECTIVE DATE: Immediately

CLOSING DATE: August 21, 2026

Land Acknowledgement: George Brown Polytechnic is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other.

Equity Statement: George Brown Polytechnic is committed to creating and sustaining an equitable and inclusive learning and working environment. We encourage and actively seek applications from Indigenous, Black, racialized people, visible minorities, 2SLGBTQIA+ persons, all genders, and persons with disabilities.

GBP Vision: To be a polytechnic renowned for its inclusion, excellence, relevance, impact, and leadership.

Key Responsibilities

• Assists with a wide variety of computer software and learning resources, including demonstrating basic software applications, Library Catalogue use, Help functions, and Library Learning Commons (LLC) equipment such as printers.
• Provides front-line support for Identity Management (IDM), including verifying user accounts, assigning temporary passwords, assisting with password resets, escalating account issues for resolution.
• Assists users with setting up personal laptops for Polytechnic wireless network access, wireless printing setup, and Student E-mail account access and use.
• Recommends available software that meets students’ needs, including academic software, anti-virus and anti-spyware solutions, and software compatible with LLC resources.
• Provides basic assistance with student administrative systems (Stu-View, Web Registration), OSAP online applications, online courses (Blackboard/WebCT), and basic troubleshooting, escalating complex issues as required.
• Provides circulation and student service support by using the Library Management System to circulate materials, verifying student status with the Student Record System, registering/activating users, and producing Photo-ID cards using Banner and the ID card management system.
• Other duties as assigned.

Educational and Experience Requirements

• Two-year certificate or equivalent from a recognized post-secondary institution in Information Technology, Computer Technician or equivalent; plus, current Comp TIA A+ Certification is required.
• Minimum two years of practical experience working in a high-volume customer service environment or in an IT service environment providing Tier 1 technical support on computers, application software, hardware peripherals, and audio-visual equipment in a library/computer lab environment; working knowledge of Library Information Systems and a general understanding of library operation and processes. Recognized Information Technology training and certificates are assets.
• Demonstrated knowledge of office productivity software (Word, Excel, PowerPoint, Outlook, Access, Internet), and working knowledge of wireless technology.
• Technical knowledge to diagnose and troubleshoot Windows and Mac operating systems as well as those related to common software such as MS office, Adobe products, and Internet applications.
• Good understanding and knowledge of WiFi, and network technologies.
• Knowledge of consumer hardware, especially mobile devices, printers, and operating systems.
• Knowledge of social networking sites, web technologies, and popular apps.

Skills and Attributes

• Demonstrated excellence in English; verbal and written communications; interpersonal, organizational and customer service skills.
• Demonstrated ability to work with limited direction as part of a team.
• Ability to organize and schedule work despite constant interruptions.
• Good and accurate keyboarding skills.
• General understanding of library operations and processes.
• Ability to lift and move up to 44 lbs.
• Familiarity with American Sign Language (ASL) is an asset.
• Demonstrated commitment to uphold the polytechnic’s priorities on equity, diversity, inclusion and Indigenization (EDII).
• Successful candidates can be scheduled to work at any campus location based on operational needs.

Interview process may consist of a practical skills component.

Notes:

• The Polytechnic requires proof of degrees, credentials or equivalencies from accredited regional or federal post-secondary institutions and/or their international equivalents. Credentials may require validation at the time of interviews or offer.
• Priority will be given to internal candidates per our Part-Time Support Staff Collective Agreement. External candidates are welcome to apply, and their applications will be considered after the internal review is complete. George Brown Polytechnic may keep applications for up to 12 months and may contact you for future opportunities.

About Us:

George Brown Polytechnic prides itself on educating students through real-world learning, in the heart of Toronto. Our faculty and employees make this vision a reality, and we support them by making George Brown a great place to work. See why we are consistently rankedas one of GTA’s top employers. George Brown Polytechnic offers hybrid work opportunities, a competitive pension plan, generous holiday and vacation time, a tuition assistance program, discounted rates for employees taking Continuing Education courses, and an equitable work environment where everyone matters.

George Brown Polytechnic is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Candidates who require accommodation in the hiring process may contact [e-mail] confidentially.