Support Specialist (G)

Support Specialist (G)

Information Technology Services (ITS)

Applicants will be considered in the following order :

Qualified permanent ESS / OSSTF Bargaining Unit employees.

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

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. Additional information regarding the Board is available on the Boards website at .

Reporting to the Supervisor of IT Client Services the successful candidate will be responsible for customer service support activities related to the successful operation of the department. IT Client Services continuously develops services to exceed customer expectations and contribute to the achievement 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 support services at every customer contact in support of the Waterloo Region District School Boards strategic plan and goals.

The successful applicant for the Educational Support Staff position LevelG ($66 354- $80653) will be working35 hours per week 12 months per year effective as soon as possible. Flexibility is required as hours of work may vary according to workload or assignment and overtime may be necessary. The successful candidate as required will transport assets and equipment in their own vehicle as well as Board rentedvehicles.

Responsibilities

• 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 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 :

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.

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

Required Experience :

IC

Key Skills

Children Activity,Access Control,Human Resources Administration,Government,Actuary,Hydraulics

Employment Type : Full-Time

Experience : years

Vacancy : 1