Temporary Analyst - PC Support Information Technology - JWS 35hrs
Temporary Analyst - PC Support Information Technology - JWS 35hrs
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Job Description
April 11th 2025
M.A.S.S. NOTICE OF TEMPORARY VACANCY
Position: Temporary Analyst PC Support
Salary Range: $38.00 $45.31 per hour (Band 4
Location: J.W. Singleton Education Centre Information Technology Department
Work Schedule: 35 hours/week 12 months/year
Effective Date: April 21 2025 to August 29 2025
Position Summary:
The Technical Support Specialist is the face of customer service for the entire IT department in schools. Responsible for the installation configuration and ongoing support of all end user computing technology AV equipment and cellular phones. Forecasts issues with hardware and software components and provides proactive solutions to avoid service interruption. The Technical Support Specialist also liaises with School Programs and SPED to deliver training and support of new and specialized software and hardware. The Technical Support Specialist also must possess strong interpersonal skills for dealing with challenging situations and regularly deals with upset and frustrated clients.
Key Responsibilities:
- Provides exceptional customer service
- Communicates effectively with peers department and sites to ensure clear understanding of issues and resolutions
- Documents all issues completely with clarity using board software for issue tracking
- Works with all areas to develop software/hardware support and training plans.
- Diffuses conflict with users experiencing technology challenges.
- Escalates issues to appropriate teams with supporting documentation when required.
- Support of IT and AV equipment
- Services computers and AV equipment software Customer Replaceable Unit (hardware)
- Prepares delivers and sets up new and repaired equipment
- Works with sites to resolve technology challenges
- Consistently improves reliability of board systems to improve user experience
- Monitor critical board systems to ensure systems are ready and available for daily operations
- In event of a system failure performs documented steps to return system to a running state
- Documents any failures and resolution steps taken
- Communicates any failures to appropriate area Network Operations Systems Operations Development) or reroute incoming school board technician
- Assists in defining potential solutions or additional troubleshooting steps
- Advises those dependant on a service when a problem cannot be resolved
- Second level support
- Applies technical expertise to calls passed from first level support and other IT departments
- Identifies call trends and develops documentation for other departments and end users (where appropriate)
- On site information gathering and troubleshooting for various areas within the IT Department (Network Operations Aspen Development etc.
- Training and Documentation
- Create script documentation for first level to step users through problem solving common issues via phone
- Works in collaboration with other departments to design and deliver training on board systems software and hardware to teachers and administrators
- Identifies training needs around software hardware (IT/AV) and works with direct supervisor and IT manager to develop and make training available
Qualifications:
- 2 year College Diploma in Computer Science or related Program
- Preferred: 2 year College Diploma in Computer Science or related program with CoOp Placement
- 3 years in a customer service related role
- Preferred: Minimum 3 years related work experience including a minimum of one to two years practical experience in the support of multiple technology platforms and Familiarity with Windows Server and basic functions like DHCP print services Event Viewer
- A Course
- ITIL course
- Preferred: Certification or credit achievements towards Microsoft Certified Product Specialist (MCPS) Microsoft Certified Systems Engineer (MCSE) A Certification ITIL Certification
- Knowledge of current telecommunication technology and Microsoft Server
- Excellent interpersonal and communication skills both written and verbal
- Attention to detail
- Excellent selfmotivation skills with a focus on result
- Proficient time management skills
- Excellent selfmotivation skills with a focus on result
- Superior scheduling abilities
- Preferred: Computer application skills and proven methodology for staying aware of industry trends especially as it relates to security/virus issues
- Must have a car
- Must be able to lift 30 Lbs
Applications along with your resume and other supporting documents must be submitted through Apply to Education by 4:00 pm on Thursday April 17 2025
Job Category: Management & Professionals Job Code # 3932076
We thank all applicants for their interest in opportunities with the Halton District School Board. Contact will be made with applicants whose experience and qualifications most closely match the requirements of the position. Communication with shortlisted applicants will be made through the email address provided on the applicants Apply To Education profile page.
Applicant Self Identification Questions:
As part of the recruitment and selection function the HDSB will collect voluntary self identification data from applicants in accordance with the Ontario Human Rights Code HDSBs Teacher Hiring Practices Administrative Procedure HDSBs Employment Equity Policy and Ontarios Anti Racism Data Standards:
Personal information on this form is collected under the authority of the AntiRacism Act 2017 S.O. 2017 c. 15 in compliance with the Municipal Freedom of Information and Protection of Privacy Act R.S.O. 1990 c. M.56. In accordance with HDSBs Employment Equity Policy personal information collected on this form will aim to achieve an inclusive diverse and representative workforce. It works to intentionally identify and remove barriers for equitydeserving communities at each stage of the hiring process. Encouraging diversity of the workforce in the school board is vital because the workforce should be reflective and representative of the community.
Although hiring policies must adhere to the qualification requirements set out in applicable Regulations (eg. Regulation 298 Operation of Schools General) and any applicable collective agreement provisions the Board recognizes the importance of the following when developing its selection and evaluation criteria:
- valuing applicants additional experience lived experience skills backgrounds and perspectives; and
- granting first consideration where the skills ability and qualifications of the applicants are relatively equal to applicants who selfidentify as members of historically underrepresented communities.
The section includes questions from Ontarios AntiRacism Data Standards (Standards 2017. The Standards were established to help identify and monitor systemic racism and racial disparities within the public sector. The Standards establish consistent effective practices for producing reliable information to support evidencebased decisionmaking and public accountability to help eliminate systemic racism and promote racial equity (adapted from Ontarios AntiRacism Data Standards 2017.
Questions about this collection may be directed to Dixon Mohammed Manager Recruitment Selection and Staffing at .
Accommodation:
Upon request we will provide reasonable accommodations for candidates who have temporary or permanent disability or who otherwise require accommodations based on the protected grounds highlighted in the Ontario Human Rights Code in respect to the recruitment and selection process.
Wellness:
The HDSB is committed to providing a respectful and healthy work environment.
Required Experience:
IC
Employment Type
Contract
