Detailed Information on This Technical Support Job Position in City Of Toronto
Computer Support Assistant (OCAD University)
CLick here for more details and to apply to this jobCOMPUTER SUPPORT ASSISTANT
Reporting to the Manager, Help Desk & AV Support, the Computer Support Assistant is responsible for the coordination and provision of courteous and efficient front-line computer service and system deployment to the entire campus for the University's PC and Mac based client stations and mandatory Laptop Program. Other responsibilities include documentation and maintenance of databases, inventories and network services; and planning and coordinating support efforts with IT Services staff.
SUMMARY OF RESPONSIBILITIES:
Act as the primary front-line technical support for the University's Laptop Program as well as administrative and academic computer systems
Answer inquiries and assist in training of faculty, staff and students regarding basic use of desktop and laptop computers; Blackberries and other mobile devices; and access to network services including: e-mail, print services, online course support and network authentication
Using the help desk ticketing system escalate and track, as required, support requests to appropriate second- and third-level support staff
Investigate and provide recommendations and implementation proposals for effective and efficient provision of frontline support to OCAD U students, faculty, academic staff, administrative staff, and managers
Research and install updates on current hardware and software
Assist with purchasing and preparation of new systems for deployment to end users and maintain inventory of hardware devices and upgrade requirements
Assess and perform tests and repairs or provide replacement from inventory of various hardware and software in order to ensure end user productivity
In consultation with the Manager, coordinate the documentation and maintenance of hardware and software inventories, databases, and programs
Maintain currency in relevant technologies, including operating systems, software, computer hardware, networks, mobile and assistive devices
Working collaboratively with other IT Services and Academic Computing staff, assist with ongoing help desk, network or information systems related projects as delegated by the Manager
In co-operation with AV Support Specialists and Academic Computing Technicians, train Class Assistants in effective front-line Help Desk support, and delegate duties in order to meet help desk service requirements
Coordinate hiring, supervision, delegation and training of student monitors in the provision of front-line Help Desk support, ensuring that relevant training (e.g. health and safety, AODA, etc.) has been provided
Support the Manager in other related duties that contribute to the successful operation of IT Services
QUALIFICATIONS:
Post-secondary diploma in Information Technology Support or equivalent experience
A minimum of two years of work or educational experience relating to computer technical support or equivalent
Demonstrated strength in customer service and knowledge of general office practices
Demonstrated commitment to the principles of equity and diversity, and proven ability to deal effectively with a diverse population
Strong organizational skills, attention to detail, and the ability to prioritize, multi-task and meet deadlines
Excellent oral and written communication skills; interpersonal, analytical and problem-solving skills; with the ability to exercise discretion regarding sensitive or confidential information as required
Demonstrated ability to work well independently and participate collaboratively in a team environment
Knowledge of the following software, operating systems or programming languages: Windows XP, Vista, Windows 7, Microsoft Office (including Outlook and Microsoft Access), Windows 2003 and Active Directory; Microsoft Exchange; Mac OS X; Ghost Enterprise; Remote Desktop Technologies
Basic knowledge of networks and networking protocols as they relate to desktop configuration and security, including: TCP/IP, UDP, 802.11a/b/g/n and Firewalls
Knowledge of best practices for end-users dealing with Spam, Viruses, Spyware, Security and Backup
Familiarity with help desk ticketing systems, remote support tools and inventory management
Extensive knowledge of computer hardware components and configurations
HOURS OF WORK: Monday to Friday, for a total of 35-hours per week
COMPENSATION: $34,264.02 to $45,379.48 per annum, plus benefits
Interested applicants are invited to submit an updated resume, with a cover letter online by visiting the Employment Opportunities page of our website:
http://www.ocad.ca/about_ocad/human_resources/employment_opportunities.htm
APPLICATION DEADLINE: Friday, February 10, 2012
As an employment equity employer, we encourage applications from women, Aboriginal peoples, visible minorities, persons with disabilities, and persons of all sexual orientation or gender identity.
All qualified persons are encouraged to apply; however, Canadians and permanent residents of Canada will be given priority.
While we thank all candidates for their interest, only those short-listed will be contacted.
Location: OCAD University Compensation: $34,264.02 to $45,379.48 per annum, plus benefits
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