Temporary First-line Support Specialist (E)

Waterloo Region District School Board; Kitchener; On-site; CAD 52,000 - 64,000; Full time

Job summary

A leading educational institution is seeking a Temporary First-line Support Specialist to provide comprehensive customer support and manage IT assets. The role, effective immediately, involves collaborating with staff and students to enhance IT services. Candidates should possess a minimum of a two-year College Diploma and relevant experience in IT client services, with a strong focus on customer satisfaction.

Qualifications

• Minimum of a two-year College Diploma in Information Technology.
• At least 2 years of experience in ITS or an educational organization.
• Knowledge of ITIL framework.

Responsibilities

• Providing timely first-level customer support.
• Supporting physical and digital technology assets.
• Participating in quality assurance for upgrades.

Skills

Customer service

Asset management

Multi-platform support

Education

Two-year College Diploma in Information Technology

Tools

ITIL framework

Job description

Temporary First-line Support Specialist (E)

Information Technology Services (ITS)

Applicants will be considered in the following order:

• Qualified permanent ESS/OSSTF Bargaining Unit employees.
• Qualified probationary, temporary, and Temporary Hourly Rated (THR) ESS/OSSTF employees.
• Qualified external applicants (including employees from other Bargaining Units).

The Waterloo Region District School Board, located in Canada's innovation heartland, provides a comprehensive educational program for approximately 64,000 students. It is the seventh-largest public school district in Ontario, with 16 secondary schools, 106 elementary schools, and about 11,000 staff members. More information is available at www.wrdsb.ca.

Reporting to the Supervisor of IT Client Services, the successful candidate will handle daily first-line customer service and support IT needs. This role involves supporting IT assets throughout their lifecycle, fulfilling client requests, and responding to incidents. The team aims to exceed customer expectations through high-quality, professional IT services aligned with the Board's strategic goals.

This position primarily focuses on cataloguing and classifying instructional and professional materials in English and French, creating and editing MARC bibliographic and authority records, and assisting with resource processing and library inventory setup.

The successful applicant will work in this Temporary Educational Support Staff position (Level E, $52,549-$63,944), working 35 hours per week, 12 months a year, effective immediately until August 31, 2026. Hours may vary, and overtime may be required for projects. The candidate must be able to transport assets and equipment using their own vehicle or Board-rented vehicles.

Responsibilities include:

• Providing timely first-level customer support to staff, students, and visitors using various tools and contact methods.
• Supporting physical and digital technology assets, including inventory management, support, and lifecycle management across multiple systems.
• Recommending responses to technology trends and process improvements.
• Participating in quality assurance for upgrades and documentation.
• Monitoring IT dashboards and participating in projects.
• Communicating professionally with all stakeholders.
• Collaborating with the ITS team to meet departmental goals.
• Performing other duties as assigned.

Qualifications include:

• A minimum of a two-year College Diploma in Information Technology.
• At least 2 years of experience in ITS or an educational organization.
• Proficiency in asset management, customer service, and multi-platform support.
• Knowledge of ITIL framework.
• Valid driver’s license and reliable vehicle.
• Physical ability to perform job duties, including lifting and moving equipment.

We value diversity and encourage applications from all qualified individuals, including those from marginalized groups. We are committed to providing accommodations during the hiring process.

Only shortlisted candidates will be contacted. No phone calls, please.