Service Desk and Desktop Technician

Sisler High School; Winnipeg; On-site; CAD 42,000 - 54,000; Full time

Job summary

Winnipeg School Division is seeking a Service Desk & Desktop Technician (Class VI) to join IT Services. This full-time, 12-month role provides frontline support for staff and students, handling incidents via phone, email, portal, and chat, and performing hands-on fixes as needed.

The position requires a college diploma or university degree in computer science (or 3 years of equivalent experience) and strong knowledge of Windows, Chrome OS, Mac OS, iOS, and Microsoft 365, plus ITIL familiarity as

Qualifications

• Knowledge of basic computer hardware, including laptops, desktops, peripherals, monitors, printers, projectors, etc.
• Experience with desktop and server operating systems, including Windows 10, Windows 11, Chrome OS, Mac OS, iOS.
• Application support experience with Microsoft 365.
• Familiarity with the fundamental principles of ITIL is considered an asset.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.

Responsibilities

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase as needed.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Test fixes to ensure problem has been adequately resolved.
• Provide suggestions for continual improvement.
• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required deskside service levels.
• Collaborate with IT Operations staff to ensure efficient operation of the company’s end-user computing environment.
• Answer to and perform moves, adds, and changes (MAC) requests as required.
• Responsible for all issues from the wall jack to the desktop, including all computer peripherals.
• If necessary, liaise with third-party support and equipment vendors.

Skills

Hardware & software knowledge

Windows/macOS/iOS support

Microsoft 365 expertise

ITIL awareness

Strong communication

Documentation skills

Teamwork and collaboration

Driver’s license

Education

College diploma or university degree in computer science

CompTIA+ or ITIL certifications (asset)

Tools

Microsoft 365

Job description

MGEU

This is a full-time, 12-month position in IT Services.

Job Details

SERVICE DESK & DESKTOP TECHNICIAN

CLASS VI

ADMINISTRATION BUILDING 2

IT SERVICES

MGEU

This is a full-time, 12-month position in IT Services.

IT Services provides technology support and services to all students and staff in the Division related all hardware and software used by staff and students in the division. The IT Service Desk and Desktop Support team functions as part of IT Services and provides support related to all end user devices, all computer peripherals, all software installations, and other duties as assigned.

Operational Management

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase as needed.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Test fixes to ensure problem has been adequately resolved.
• Provide suggestions for continual improvement.
• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required deskside service levels.
• Collaborate with IT Operations staff to ensure efficient operation of the company’s end-user computing environment.
• Answer to and perform moves, adds, and changes (MAC) requests as required.
• Responsible for all issues from the wall jack to the desktop, including all computer peripherals.
• If necessary, liaise with third-party support and equipment vendors.

Qualifications

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience
• Certifications in CompTIA+ or ITIL are considered and asset.

Knowledge & Experience

• Knowledge of basic computer hardware, including laptops, desktops, peripherals, monitors, printers, projectors, etc.
• Experience with desktop and server operating systems, including Windows 10, Windows 11, Chrome OS, Mac OS, iOS.
• Application support experience with Microsoft 365.
• Familiarity with the fundamental principles of ITIL is considered an asset.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Driver’s license in good standing.

Employment is subject to a clear Child Abuse Registry check and Police Information Check

Winnipeg School Division has an Employment Equity policy which strives for the removal of barriers to the hiring, advancement, full inclusion, and fair representation of women, Indigenous peoples, 2SLGBTQQIA+ community, persons living with a disability and racialized people at all levels within the organization. In support of achieving a diversified workforce, preference will be given to qualified candidates self-identifying as belonging to one of the Employment Equity groups.

Winnipeg School Division will provide reasonable accommodations to applicants disabled by barriers during the interview and assessment process, upon request.

About Winnipeg School Division

WSD is one of Manitoba’s largest employers with over 6,000 full and part-time employees in 83 locations including 78 schools, two administrative buildings, a training centre, a facilities maintenance office, and a school bus depot.

At WSD, every employee plays a vital role in helping students thrive. Together, we are guided by a shared purpose of creating learning environments rooted in equity, inclusion, and belonging. Serving nearly 32,000 students from diverse communities across Winnipeg, WSD is driven by the values of joy, love, and rigour.