Analyst - PC Support, Information Technology - JWS (35hrs)
Analyst - PC Support, Information Technology - JWS (35hrs)
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Salary Not Disclosed
1 Vacancy
Job Description
Position: Analyst - PC Support
Salary Range: Band 4: $ 69151.00 - $ 82460.00
Effective September 1 2025: Band 4: $70880.00 - $ 84522.00
Location: J.W. Singleton Education Centre- Information Technology Department
Work Schedule: 35 hours/week 12 months/year
Effective Date: ASAP
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 Co-Op 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 self-motivation skills with a focus on result
Proficient time management skills
Excellent self-motivation 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 August 14 2025
Job Category: Management & Professionals - Job Code #
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 short-listed 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 Anti-Racism 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 equity-deserving 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 self-identify as members of historically under-represented communities.
We encourage you to respond to our voluntary applicant self-identification questions. This data will inform our understanding of the diversity of our applicant pool as well as the progress of applicants throughout the hiring process. This data will inform our goals strategies and actions and our progress towards creating and sustaining an inclusive and equitable workforce. Any information that you provide in response to these questions will be referred to during the hiring process for this position and will be shared with the hiring manager and/or committee members responsible for the hiring process.
The section includes questions from Ontarios Anti-Racism 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 evidence-based decision-making and public accountability to help eliminate systemic racism and promote racial equity (adapted from Ontarios Anti-Racism 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
Full-Time
