First-line Support Specialist (E)

Waterloo Region District School Board

Job Location:

Kitchener - Canada

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

First-lineSupport Specialist(E)

Information Technology Services (ITS)

Applicants will be considered in the following order:

1) Qualified permanent ESS/OSSTF Bargaining Unit employees.

2) Qualified probationary temporary and Temporary Hourly Rated (THR) ESS/OSSTF employees.

3) Qualified external applicants (includes employees from other Bargaining Units)

Waterloo Region District School Board (WRDSB) serves approximately 65000 students in 123 schools as well as alternative and continuing education sites. WRDSB is committed to creating learning environments that support the achievement and well-being of all students through partnering with staff parents families caregivers and communities to promote success in learning and life.

Reporting to the Supervisor of IT Client Services the successful candidate will be responsible for the daily first-line customer services and support IT needs. This position supports IT assets lifecycle (physical application web based) fulfills client requests and responds to client incidents. IT Client Services continuously develops services to exceed customer expectations and contributes to the achievements and well being of all students staff and visitors at the Waterloo Region District School Board. The team is accountable for delivery on commitments achieved through the provision of timely consistent high quality and professional IT customer services at every customer contact in support of the Waterloo Region District School Boards strategic plan and goals.

The successful applicant for this Educational Support Staff position LevelE ($54 369 -$65 764)will be working35 hours per week 12 months per year effective as soon as possible . Hours of work may vary according to workload or assignment and overtime may be necessary for special projects. The successful candidate as required will transport assets and equipment in their own vehicle as well as Board rentedvehicles.

Responsibilities

Provide timely day-to-day first- level customer services 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 to suit customer needs.
Provide daily support and services related to physical and digital technology including asset acquisition inventory control processing and on-going support and service throughout the asset lifecycle that includes (but not limited to) end user technology library resources infrastructure telephony user access and application resources that include 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
Identify and recommend appropriate responses to industry and WRDSB identified technology trends and cost-effective processes that support all aspects of technology in the organization.
Contribute as a member of the quality assurance process for application upgrades technology changes and support documentation.
Monitor and utilize IT dashboards & monitoring tools.
Participate in IT projects as requested.
Communicate clearly and professionally with colleagues staff students and external resources 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 two (2) year Information Technology College Diploma is required.
2 years of experience in anITS or Educational organization with the demonstrated ability to:

Provide effective customer services
Follow defined process policy and procedure
Prioritize work and problem solve customer issues.

Demonstrated proficiency in:
- Asset acquisition inventory and lifecycle management
- Organizational and soft skills (interpersonal and communication) with the ability to deal pleasantly and tactfully with clients in stressful situations face-to-face or within a call centre like atmosphere
- Prioritize and problem solve client customer service needs under pressure and at times where a high level of demands present themselves
- Competencies with multi platforms such as end user accounts IT physical assets applications websites databases meeting delivery technologies infrastructure and service desk
Knowledge of Service Desk ITIL framework and processes.

Understanding of current and emerging resource management and standards and how their implementation affects the end-user classroom meeting event and workshop experience.

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 20 pounds 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 to Ontarios 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 and ethical 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 NationsMétisand 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.

While we appreciate all applications only those selected for an interview will be contacted. No phone calls please.

Required Experience:

First-lineSupport Specialist(E) Information Technology Services (ITS) Applicants will be considered in the following order: 1) Qualified permanent ESS/OSSTF Bargaining Unit employees. 2) Qualified probationary temporary and Temporary Hourly Rated (THR) ESS/OSSTF employees. 3) Qualified extern...