PASS – Temporary IT Help Desk Specialist

Waterloo Catholic District School Board; Kitchener; On-site; CAD 63,000 - 75,000; Full time

Job summary

An established educational institution is seeking a dedicated IT Help Desk Specialist to provide first-level technical support in a fully in-office role. This position requires a blend of technical expertise and strong interpersonal skills to ensure a seamless user experience. The ideal candidate will thrive in a fast-paced environment, managing multiple support tickets while collaborating closely with IT teams. This role offers an exciting opportunity to contribute to the organization's mission of delivering exceptional educational services while enhancing your technical skills in a supportive environment.

Qualifications

• 2+ years in system support roles with strong analytical skills.
• Experience with Google Workspace and Microsoft products.

Responsibilities

• Provide first-level technical support to end-users.
• Manage incident intake and escalation effectively.
• Support user-focused cybersecurity measures.

Skills

Technical Support

Problem-Solving

Interpersonal Communication

Time Management

Networking (LAN, WAN, Wi-Fi, VPN)

Cybersecurity Awareness

Attention to Detail

Adaptability

Education

IT Certificate or Diploma

Tools

Google Workspace

Microsoft Office 365

Active Directory

SharePoint

Help/Service Desk Ticketing Systems

Job description

Job Posting

PASS – Temporary IT Help Desk Specialist

The Waterloo Catholic District School Board serves over 38,000 learners and provides services to students in 50 schools (Kindergarten to Grade 12 and adult learners) across the Waterloo Region.

The Board conducts intentional recruitment and selection as it seeks to achieve a state of greater equity for employees and students and to diversify its workforce.

All qualified applicants are welcome and encouraged to apply and applicants may choose to indicate if they are from a group who has experienced racial or social discrimination. Self-identification data will be used as a consideration in this posting. Aggregate data will be stored anonymously to support improvements to the Board's hiring processes.

General Description of Duties:

Under the direction of the Chief Information Officer, the IT Help Desk Specialist provides first-level technical support to end-users in a fully in-office role based in Kitchener, Ontario. The Specialist efficiently resolves hardware, software, connectivity, and sign-in issues with professionalism. This role requires strong interpersonal communication, problem-solving skills, and the ability to build user rapport with patience, underpinned by a deep understanding of business needs to ensure a seamless user experience. Collaborating closely with IT teams and supporting the Application Analyst, the Specialist will manage incident intake and escalation and assist with end-users and device related cybersecurity initiative.

• Respond promptly to technical inquiries via phone, email, voicemail, and ticketing system, resolving issues at the first level of support.
• Support user-focused cybersecurity measures, such as MFA and strong authentication setup.
• Drive Service Desk process and system improvements, leveraging automation and insights to streamline support efficiency.
• Develop reporting tools and automated workflows within the Service Desk platform.
• Manage incident tracking, escalation, and resolution with urgency and precision.
• Set up user accounts and reset authentication as needed, ensuring secure access.
• Collaborate with IT team to troubleshoot and resolve complex issues effectively.
• Strong time management skills, enabling efficient handling of multiple support tickets and consistent service desk coverage to ensure seamless user support.
• Address emergencies immediately, maintaining strict confidentiality of all job-related matters.
• Must be available to work in a fully in-office role with occasional travel.
• Perform additional duties as assigned to support team and organizational goals.

Minimum Requirements:

• IT Certificate or Diploma from a recognized post-secondary institution or equivalent experience.
• Minimum 2 years of experience in a system support role
• Understanding of Networking (LAN, WAN, Wi-Fi, VPN)
• Knowledge or working experience with Google Workspace and Microsoft products: Active Directory, Windows 11, Microsoft Office 365, SharePoint, MS Teams
• Microsoft SharePoint, Navision, and Help/Service Desk ticketing experience will be an asset
• Strong analytical and technical problem-solving skills
• Effective verbal and written communication skills
• Ability to build user rapport with patience, especially with non-technical users.
• Strong attention to detail
• Ability to handle pressure in fast moving environment
• Passion for learning and continuous improvement
• Understand urgency of actions and recognizes priorities and multi-tasking
• Focus on results and the processes to achieve them

Salary Range: Level 2, $63,135.00- $74,280.00 per year in accordance with the PASS Terms of Employment

Hours of Work : Temporary full-time, 35 hours per week (ASAP to October 31, 2025)

Location(s): Catholic Education Centre, 35 Weber St., Kitchener

Qualified applicants are invited to submit a resume and cover letter. Please see the Application Process below. Applicants must attach diplomas/certificates required for this position to the resume in order to be considered a candidate for the position.

Application Process:

Applicants are required to apply directly through Apply to Education at: https://wcdsb.simplication.comApplytoeducationassistance,contact1-877-900-5627(Monday–Friday,7:30am–7:00pmEST.)

In the application process, identify your qualifications and abilities, such as relevant experience to perform the duties of this job. Include your resume, covering letter and diplomas/certificates in your application.

Incomplete applications may not be considered.

Detailed information on the application process can be found at:https://www.wcdsb.ca/careers/how-to-apply/

Applications will be accepted until May 16, 2025 at 4 PM

Only those candidates selected for an interview will be notified.

To request this file in large print, please email [e-mail]. If you require a disability related accommodation to participate the recruitment process, please contact us at [phone], extension 2368 to discuss your needs under the Human Rights Code. Responses to inquiries will be provided within 72 hours.

At WCDSB, we are committed to respecting your privacy , and will take appropriate measures to protect any personal information you may share with us through the job application process. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act and will be used to determine qualifications for employment. For more information about the Board's Privacy Policy, please contact our Privacy Officer at 519-578-3660 Ext. 2381.

The successful candidate will be required to produce a satisfactory Criminal Background Check . For further information refer to policy APS 038 on the website of the Waterloo Catholic District School Board.