These are acting positions for an anticipated six months, with the possibility of an extension. Reporting to the Problem Management Supervisor, under the Direction of the Senior Team Leader, Help Desk Operations, the Specialist I, Help Desk Technical Support will:
provide a single point of contact for Information Technology clients for any IT issue
provide first-call resolution for business and academic information, as well as computer software and hardware product assistance required by individual clients
co-ordinate, on the client's behalf, the resolution of problems/requests that cannot be solved immediately
act as the main day-to-day interface between the IT Department and the clients
take inbound calls using the Apropos IVR system, and record the initial incident in the Remedy Problem Management and Tracking System
identify and successfully escalate difficult incidents to the correct second-level support group within set time limits
ensure that all terms and conditions in the Service Level Agreements and Enterprise Help Desk processes and procedures are followed.
To take on the role of Specialist I, Help Desk Technical Support, you must have:
a 3-year diploma in Computer Technology or a related field, with 6 months of directly related experience in an information technology environment, or an equivalent combination of education and experience
certification as a Microsoft Certified Professional (MCP), ITIL Training/Certification or knowledge of ITIL Service Management
in-depth support knowledge of Windows 2000, 2003 and Windows 7 operating systems, networking topology and support issues
experience supporting Apple operating systems, up to and including OSX, etc.
in-depth knowledge of, and experience using a Service Desk Problem Management Software Program such as Remedy ARS and Computer Telephony Integration such as Apropos IVR
demonstrated understanding of, and experience supporting software applications such as SAP, MS Office Suite (2003, 2007 and 2010), Corel Suite of products, Apple family of products such as FileMaker Pro, Claris Works, etc., and e-mail packages such as Outlook and First Class, etc.
support experience with VPN, RAS, wireless, BlackBerry and Palm Pilot devices
demonstrated willingness to learn new applications, software upgrades and hardware platforms to keep up with the continuous changing technological requirements of the organization
ability to analyze and diagnose software and hardware problems
call-handling and customer relationship skills to ensure customer satisfaction
ability to explain IT topics to non-technical business/academic clients
good oral, written, interpersonal and organizational skills
strong analytical, reasoning and problem-solving skills
proven ability to work under pressure and consistently meeting deadlines.
These unionized positions, with CUPE Local 4400, Unit C, located at 1 Civic Centre Court (wheelchair accessible), involve some travel across Board sites, require working varying day shifts for Service Desk coverage, with staggered shift and lunch hours to ensure operational continuity, and offer an hourly wage range of $26.06 - $30.99.
Using one method, only, please submit a resume and cover letter, quoting competition #CUPE C-11-0013UTE, by 4:30 p.m., January 25, 2011, to: Employee Services, Central Administration - Unit C & Non-Union, Toronto District School Board, 5050 Yonge Street, 4th Floor, Toronto, ON M2N 5N8. Fax: 416-397-3605. E-mail (quoting the competition number in the subject line): firstname.lastname@example.org . You may also apply online at www.tdsb.on.ca .
We thank all applicants for their interest, but only those selected for an interview will be contacted. No agencies or telephone calls, please.
We are an equal opportunity employer and adhere to fair employment practices.
Chris Bolton Chris Spence
Chair Director of Education and Secretary-Treasurer
Workopolis - 2 years ago
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