Support Specialist - Permanent - 1.0 FTE

Upper Canada District School Board; Brockville; On-site; CAD 42,000 - 64,000; Full time

Job summary

The Upper Canada District School Board in Ontario is seeking a Support Specialist to provide front-line IT support, investigate incidents, and dispatch higher-level help as needed. You will help create and improve support procedures, maintain incident records, and contribute to end-user training materials.

You will design and deliver software training programs across the system using classroom, video, and web-based media, drawing on your diploma and two years of related experience.

Qualifications

• Three-year college diploma in Computer Technology or Call Centre Management.
• Minimum of two years of related experience, preferably in a call centre or as a technical trainer.
• Valid driver’s license and access to a vehicle.

Responsibilities

• Delivers front-line service and support for software applications and hardware in a multi-platform environment.
• Records and documents incident resolution progress through final outcome.
• Escalates complex issues and participates in problem trend analysis.
• Adheres to dispatch procedures when first-contact resolution is not possible.
• Accesses knowledge bases and resources to aid problem resolution.
• Contributes to team learning and knowledge databases.
• Communicates status and training offers to users during incidents.
• Provides information technology policy guidance to Board personnel.

Skills

PC hardware

Active Directory

Windows OS

Mobile platforms

Technical training

Training delivery

Customer service

Ticketing system

Documentation

Adult education

Communication

Time management

Education

Diploma in Computer Technology or Call Centre Management

Tools

Microsoft Office 365

Job description

Join The Upper Canada District School Board

Creating Futures, Leading and Learning for All

We are currently accepting applications for Support Specialist. Under the direction of the Service Desk and Training Coordinator, the Support Specialist is responsible for providing continuous front‑line customer support, issue investigation and resolution, and dispatching next‑level support for technology services as required. The Support Specialist plays a role in establishing and improving support procedures for a variety of technology service processes. This position maintains and monitors records for the Incident Management system, Configuration database and automated call distribution system. Service desk responsibilities include a variety of front‑line functions such as web administration, security and password administration, maintenance of the ITS and help‑desk public and private team sites. The Support Specialist also develops technical and end‑user documentation and participates in internal quality assurance testing.

The Support Specialist is also responsible for designing, delivering and improving software training programs for Board staff. They develops training programs using a variety of media (e.g. classroom, video, web‑based, documentation) and provides delivery of training across the system.

Details of the Assignment:

This position is covered under the UCDSB/CUPE collective agreement. For more information on employment information such as entitlements, pay, staffing, job protection, union security and dues information under the agreement please click here to view it on our external website.

Qualifications and Experience:

• Completion of a three years Community College Diploma in Computer Technology or Call Centre Management.
• A minimum of two (2) years of related experience, preferably as a support analyst in a call centre environment and/or a technical trainer.
• A valid driver’s license and access to a vehicle is required.

Skills Required:

• In-depth knowledge of PC hardware and software, including administrative and academic applications such as Microsoft Office 365 applications
• Knowledge of Active Directory and security policies and procedures
• In-depth knowledge of Windows operating systems
• In-depth knowledge of Apple iOS and Android mobile platforms
• Well-developed skills in working with non-technical users to efficiently diagnose hardware and software problems without physical access to the problem device
• Ability to perform appropriate triage and appropriately elevate issues
• Understanding of adult education concepts and strategies
• Well developed skills in training techniques and program delivery
• Sound judgement skills and ability to take initiative when making decisions, determining corrective or appropriate actions and making recommendations
• Technical writing abilities
• Knowledge of relevant Board and Departmental policies and operational procedures
• Advanced level skills in working with a ticket management system
• Effective customer service strategies
• Excellent verbal and written communication skills with abilities in writing manuals and training materials; well developed listening skills to identify problems and provide support
• Strong interpersonal skills with the ability to understand and respond to inquiries using tact and diplomacy when dealing with Board Personnel
• Good organizational and time management skills to prioritize work and manage multiple priorities and concurrent demands
• Well-developed research, analytical and troubleshooting skills
• Effective presentation and facilitation skills required when providing training
• Demonstrated understanding of modern front-line Business and Learning Technologies service and call centre practices.
• Ability to learn and maintain skill in a variety of software products
• Ability to deliver training to and support users at all levels of technical proficiency

Duties and Responsibilities:

Technical Support

• Delivers front‑line service and support for software applications, operating systems, computer peripherals and network usage for a broad range of standard applications in a diverse multi‑platform environment, with the objective of achieving the highest possible rate of customer problem‑solving prior to the dispatch of field support staff
• Records, tracks, and documents the incident problem‑solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Participates in the proactive resolution of problems by identifying patterns in support requests and effectively escalating calls through appropriate processes
• Follows appropriate dispatch procedures when unable to resolve incidents at first contact
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Supports team‑learning through knowledge transfer on an on‑going basis
• Contributes to knowledge internal databases as required
• Monitors incident tickets and keeps customers apprised of incident status, work‑arounds, escalations, training offers and incident resolution
• Responds to requests for information technology support by receiving and responding to in person, telephone and e‑mail requests, assessing the nature of inquiry, providing information/instruction/explanation/clarification and action as required; advising Board Personnel on policies and procedures on information technology; referring users to other Board Personnel for support of complex system requirements
• Communicates through a variety of media to the System about ITS issues such as events, upgrades, outages, alerts, changes and announcements
• Tests software, fixes and updates when required
• Performs other related duties as assigned

Technical Training

• Designs, develops and delivers workshops and training material for a variety of software applications through full lab, small group and web‑based sessions
• Delivers training programs commonly and equitably across the Board
• Works with the Service Desk and Training Coordinator to assess training needs and objectives
• Develops software applications training curriculum for end users of all levels
• Presents instructor‑led training sessions across the Board to employees of varying technical proficiency
• Develops and delivers courses for new and existing software applications, including all course materials, exercises, and skills evaluations as directed by the Service Desk and Training Coordinator
• Reviews training materials and documentation and keep them up‑to‑date
• Maintains and communicates training schedules in consultation with Service Desk and Training Coordinator
• Administers training event feedback mechanisms and makes recommendations for training improvement, and integrates changes in curriculum and/or courses
• Remains up‑to‑date with developments in both commercial and in‑house software products used in the organization

References:

UCDSB requires your current and two most recent direct supervisors.

If your experience is in a day‑to‑day occasional capacity ensure that you list the length of time that you worked for that Supervisor and whether the assignment was casual day‑to‑day or in a long‑term occasional capacity.

The UCDSB does not accept colleagues or personal references.

Selection Process:

The UCDSB selection process includes a review of required qualifications, interview and assessment process, and reference checks. All employment offers are conditional on candidates providing a valid criminal record check for the vulnerable sector.

The Upper Canada District School Board (UCDSB) is committed to equity in employment. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. The UCDSB is committed to providing accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs. This would be facilitated upon receiving an interview and would be done by contacting Human Resources at [e-mail]

The UCDSB may use Artificial Intelligence (AI) tools to screen, select and/or assess applicants in the hiring process. AI is not used to make final hiring decisions.