IT Support Desk Analyst

IT Support Desk Analyst
COMPETITION NO. SS26-52

AboutDurham College:
Durham College (DC) is a leading post-secondary institution thatsupports students to develop career-ready skills for the ever-changing jobmarket. With a focus on experiential learning led by expert faculty throughfield placements applied research co-ops and other hands-on opportunities DCgrads are known for having the skills and knowledge they need to adapt to theever-changing workforce.

A leader in innovative teaching and learning Durham College offers awide range of market-driven programs across multiple disciplines includingculinary management farming and horticulture business IT construction andtrades science and technology health care engineering social and communityservices media art and design.

Our modern campuses in Oshawa and Whitby offer145 programs including six bachelors degrees and 11apprenticeship programs tomore than 11000 full-time post-secondary and nearly3000 apprenticeship addition we have more than 16000 studentregistrations in professional and part-time learning. More than 120000 alumnirepresent the college both locally and around the world.

DC hasan estimated annual economic impact of more than $913 million on Durham Regionand is proud to be an active and engaged member of the communities we serve bycontributing resources and expertise to enhance social and economic well-beingthrough partnerships investments and collaboration.

Position Information:

Full-time SupportStaff Position Opportunity
Payband: H; StartingRate: $38.09; Four Year Rate: $44.04
Department: IT Service Desk
Hours: 35 hours per week (1) one hour lunch; shifts may be scheduled Monday to Sunday between 7:30 AM and 9:00 PM
Reporting To: ManagerService Desk
Campus Location: Oshawa and Whitby Campus. Shifts maybe scheduled at either campus.
Vacancy Status:Existing vacancy

Duties and Responsibilities:

The incumbent willbe responsible for providing systems monitoring 1st level services and supportof laptops PCs printers peripherals software as well as centricapplication support for College and University students faculty and adminstaff. Working closely with 2nd level support staff key responsibilities willbe incident resolution for issues related to college/university laptopssmartphones; academic workstations computer lab workstations managingrequests and trouble tickets issues from the open state to the call closureprocess. Support interfaces includephone client walk-up chat requests via supervisor IT management and otherad hoc requests. The incumbent can provide support from all campus locations.

A key initiativeis to ensure that service levels are met when responding to and resolvingassigned calls targeting 80% of all calls being resolved on the first contactwith customer. This requirescoordination and communication between clients 2nd and 3rd level IT supportas well as 3rd party vendors if necessary.

1st LevelTechnical Support and Service

• Provide critical system monitoring and first line support for the Durham College (DC) and Ontario Tech (OT) user community providing thorough and concise technical support with immediate resolution where possible to clients.
  
• Provide escalation for all calls to their respective support analysts via call ticketing system and phone.
  
• Provide initial incident call logging and any necessary follow up with customers via telephone chat email and/or walk-up support ensuring quality of service.
  
• Provide immediate first line support on all College and University user-based applications and software including Microsoft Office Suites Exchange mail My DC My ON Tech DC Connect Canvas and other student focused applications as implemented.
  
• Support mobile computing technology including Wireless smartphones Windows & Apple/MAC laptops.

Ticket Management

• Required to log all service and problem requests in the call logging system with the appropriate technical analysis as per departmental procedures.
  
• Review tickets and report on trends to 2nd or 3rd level or management teams.

General Duties

• Required to perform a range of general duties in the technical area as required from time to time such as laptop distribution administration of technical student information asset tracking and logging etc.
  
• Adheres to and effectively communicate established process & procedures to clients when necessary.
  
• Required to work off hours when necessary to address issues problems or projects. May be required to be on call work rotating shifts and work overtime when necessary.
  
• Required to document technical information notes user guides for internal or customer use if required.
  
• May be required to provide assistance with Active Directory & Exchange administrative tasks

TechnologyResearch

• Provides continuing research and training on technologies and applications to maintain a skill level that matches the evolution of technologies related to perform these duties and keeping applications technically current.
  

Meetings

• Attend IT related meetings to understand user needs and all departmental.
  
  

Cross Training

• Deliver cross training to other technical staff when required.
  

Qualifications:

• A minimum of a 3-year diploma or degree in Information Technology or Business Administration
  
• A Certification is required
  
• A minimum of 5-years of related work experience in Information Technology and dealing with the public
  
• A minimum of 2-years 1st level support in a network environment
  
• Well-developed problem-solving skills in order to identify problems determine possible solutions and select the appropriate action.
  
• Able to cope under high pressure and constant changes in priorities.
  
• Excellent interpersonal skills and proven ability to work well with users.
  
• Strong critical thinking analytical organizational and decision-making skills.
  
• Familiarity with Banner MyDC MYOntariotech would be an asset.

Please apply belowby submitting your cover letter and resume to the online portal. Job Competition closes at 7:00 p.m. EST on September 30 2026. Competition number SS26-52

Contact Us T:905.721.2000
C Wing Second Floor - 2000 Simcoe St. N. Oshawa ON

Durham College invites applications from all qualified individuals. Durham is committed to fostering workplace diversity and provides accommodations to applicants with disabilities throughout our hiring process. If you require this information in alternate format; require communication supports; an accommodation in applying for a posting and/or if you are selected for an interview please contact our Human Resources (HR) department and an HR assistant will work with you to meet your needs.

We thank you for your interest in employment with Durham College however only those candidates selected for an interview will be contacted.

Land Acknowledgement
Durham College is situated on the traditional lands of the First Peoples of the Mississaugas of Scugog Island First Nation. These lands are covered under the Williams Treaties and rest within the traditional territory of the Anishinaabeg. We offer our gratitude to the Indigenous Peoples who care for and through the treaty process share the lands on which we live learn teach and prosper today.

Required Experience:

IC