Support Specialist (G)

• Provide timely customer service support to staff students and visitors during and outside of normal working hours as required choosing from a variety of tools and contact methods including ITServiceDesk remote management telephone email self-service and face-to-face (individual/group settings) to suit customer needs.
• Respond to customer IT needs related to physical and digital technology throughout the asset lifecycle that include end user technology library resources infrastructure telephony/voice communication and user access and application resources including Student Information System(s) Ministry Reporting Assessment and Achievement Systems GSuite Integrated Library Systems WordPress PD Place Desire2Learn MyPassword Internal Application Server and Asset Tracking System.
• Work with IT leadership to identify recommend develop implement and support cost-effective technology processes and support.
• Create maintain and contribute to support documentation on Client Services procedures processes standards activities records and staff development.
• Develop and deliver training programs for supported hardware software and web applications.
• Develop user guidelines documentation and reference manuals.
• Develop implement and maintain website content and web applications that deliver support resources to staff and students.
• Test and validate new releases of hardware systems and associated applications and technologies and coordinate upgrades and maintenance with both internal and external resources.
• Implement Ministry requirements reporting and initiatives which may include staff student and financial system or data OnSIS data warehousing EQAO (Education Quality and Accountability Office) and OCAS/OUAC (college and university applications and reporting).
• Monitor and utilize IT dashboards & monitoring tools.
• Lead and/or participate in a variety of IT projects.
• Communicate clearly and professionally in a positive tactful and diplomatic manner.
• Work cooperatively as a member of the ITS team to fulfill the mandate and goals of the department.
• Other duties as assigned by the Information Technology Management team

Qualifications

• A minimum of a 2 year Community Collegediploma is required.

• 3 years of experience in a large ITS or Educational organization with the demonstrated ability to:

  • Provide effective customer service

  • Lead teams projects and manage process

  • Prioritize and problem solve to meet deliverable timelines and quality assurance

  • Work independently with minimal supervision and direction

  • Administer and maintain system databases

• Demonstrated proficiency in:

  • A form of adult training delivery

  • Migrating data through formats and conversions using various software tools

  • Organizational and soft skills (interpersonal and communication) with the ability to deal pleasantly and tactfully with clients in stressful situations

  • Project coordination skills and experience with Service Desk ITIL processes

  • Competencies with multi platforms end user accounts devices applications websites databases meeting delivery technologies infrastructure and service desk

• Initiative and forward thinking demonstrated by continued professional development.

• Must have a valid drivers license and access to a reliable vehicle.

• Ability to perform the physical demands of the job including regular and consistent bending reaching above shoulder level standing for extended periods of time moving equipment pushing and pulling objects weighing in excess of 20pounds and lifting objects above shoulder level with assistance

Applicant Self-IdentificationQuestions

The information collectedin Apply to Educationis used to monitor WRDSBs progress toward our equity goals including our commitment to diversity in WRDSB recruitment and hiring practices.

We are committed to the security and confidentiality of information under our control and to the protection of privacy with respect to personal and confidential information that is collected used disclosed and retained in the system(Policy 1014- Privacy Protection and Access to Information). Informationis collected pursuant toOntarios Education Equity Action Plan(Ministry of Education)PPM 165and the Municipal Freedom of Information and Protection of Privacy Act(MFIPPA). Access to thisinformationis restricted to specific individuals in Human Resources. Access use and disclosure of the data is governed by MFIPPA andethical research practices. Applicant Self-Identification data will be attached to your Apply to Education applicant profile as long as you are employed with the WRDSB.

If you prefer not to answer any of the Self Identification questions you can select prefer not to answer. This in no way affects your application or the applicant selection process. If you have questions or concerns about this please contact.

The Waterloo Region District School Board is committed to equity in employment. We are committed to fair and equitable hiring practices that allow us to hire qualified staff who reflect the diversity of the community we serve who will foster the success and well-being of our students and who demonstrate a commitment to equity and inclusion in the classroom.

We actively encourage applications from members of groups with historical and/or current barriers to equity including but not limited to:

• First Nations Métis and Inuit peoples and all other Indigenous peoples;
• members of groups that commonly experience discrimination due to race ancestry colour religion and/or spiritual beliefs or place of origin;
• persons with visible and/or invisible (physical and/or mental) disabilities; and
• persons of marginalized sexual orientations gender identities and gender expressions.

We will make any appropriate accommodation based on any of the human rights protected grounds to support candidate participation in the hiring process.

Upon request we will provide reasonable accommodations in the hiring process to support applicants with disabilities.