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IMPORTANT: Effective immediately - 2 year Specific Project

JOB SUMMARY:

UNDER THE DIRECT SUPERVISION OF THE I.T.S. MANAGER (OR I.T.S. COORDINATOR): TO INSTALL, MAINTAIN, DIAGNOSE AND REPAIR COLLEGE COMPUTER SOFTWARE AND HARDWARE, PERIPHERALS, AUDIO-VISUAL EQUIPMENT AND MOBILE DEVICES, AND TO PROVIDE IN-PERSON OR REMOTE ASSISTANCE TO COLLEGE STAFF AND STUDENTS.

DUTIES AND RESPONSIBILITIES:

• Provide on-premise and remote-access 1st and 2nd level technical support to staff and students (end users) making use of the College’s computer hardware, software, network components, audio-visual equipment and peripherals.
• Deliver end user technical support and assistance in person or using remote assistance tools which may also include telephone, e-mail and chat program (e.g. Microsoft Teams).
• Verify, install, configure, set-up and maintain College computer hardware, software, network components, peripherals and audio-visual equipment.
• Diagnose, recover, repair, or coordinate repairs of College IT equipment.
• Perform troubleshooting of software and hardware problems.
• Retrieve, process and report on incident and request tickets from the College’s ITSM ticketing system (Octopus).
• Proactively resolve ITSM (Octopus) incident and request tickets previously opened and/or resolve tickets assigned by administrative support or management.
• Resolve issues in a prompt and efficient manner, prioritizing based on impact and urgency.
• Escalate issues as necessary to meet service level and operational level agreements.
• Open service tickets for end users, document all actions taken to resolve or attempt to resolve issue so that administrative support or management may reassign to the appropriate technician.
• Where possible, provide proactive support leveraging monitoring systems and other tools in order to resolve potential system issues before impact is realized.
• Replace Administrative Support Agent Help Desk staff member when on breaks or leave.
• Keep up to date with technology and software advancements in areas related to College functions.
• Train other technicians as required.
• Perform any other related tasks falling within the scope of the job classification as required.

QUALIFICATIONS:

Education

College diploma (DEC) in Computer Science, or an equivalent diploma or attestation of studies recognized by the competent authority.

Specific Requirements:

• Ability to diagnose and resolve hardware and software problems, recognize the entire scope of an issue and participate objectively towards resolution
• Ability to perform remote troubleshooting of typical IT issues that occur in a multi-user environment
• Ability to maintain and repair computers, network, peripherals, and audio-visual equipment
• Have a strong understanding of end user computing hardware and audio-visual equipment
• Fundamental understanding of servers and networking
• Have experience using a variety of software and environments including Microsoft 365, Windows 10, macOS, and familiarity with desktop virtualization (VMware, Hyper-V, Parallels, etc.)
• Demonstrated basic of use of electrical and manual hand tools, testing and diagnostic devices
• Team oriented
• Proven ability to multi-task, work under pressure, prioritize and meet deadlines
• Proactive service-oriented person with a positive attitude
• Strong critical-thinking, communication, and customer service skills
• Autonomous and self-motivated – able to work with minimal supervision
• English (advanced oral, written comprehension and intermediate written)
• French (intermediate oral, and basic written comprehension, basic written)

Testing may be required to demonstrate knowledge of:

• Remote trouble shooting of typical ITS issues
• Maintenance and repair of computers and media equipment
• Diagnosis and solution of hardware and software problems
• Knowledge of Microsoft 365 Office applications and Windows/macOS operating systems
• Operating systems, office software, web development, hardware, servers and networking and other topics as stated in the specific requirements above.
• French (Basic written and written comprehension)
• French (Intermediate oral)
• English (Intermediate oral and written)