CUPE NTB 570 Help Desk Analyst

Career Opportunity

CUPE / NTB 570 Help Desk Analyst

JE Code - 12

Posted November 18, 2024

Internal / External

Date of Appointment : As soon as possible

Reporting to : Manager of ICT Client Services

Description : The Helpdesk Analyst will provide technical support and assistance to staff and students within the school board.

This role involves troubleshooting hardware and software issues, managing user accounts, and ensuring the smooth operation of IT systems.

The ideal candidate will have excellent problem-solving skills, a strong customer service orientation, and the ability to work effectively in a fast-paced educational environment.

Key Responsibilities :

Provide first-level support, manage incidents, and ensure timely resolution.

Diagnose and troubleshoot issues, escalate advanced problems, and ensure root cause analysis.

Maintain asset records, manage configurations, and ensure accurate documentation.

Deliver excellent customer service, communicate effectively with end-users, and manage user expectations.

Perform remote installations / upgrades, set up user profiles, and prepare hardware for deployment.

Monitor helpdesk systems, manage user accounts, and ensure smooth ICT operations.

Ensure urgent issues are brought to a manager's attention and monitor the helpdesk

system for overdue responses, escalating if needed.

Prepare support documentation, update technical / user manuals, and create quick reference guides.

Participate in project meetings related to user support.

Prepare purchase requisitions for new orders and ongoing maintenance contracts.

Keep minutes at department and / or project meetings as required.

Create and manage / monitor guest Wi-Fi accounts.

Perform other duties as required.

Qualifications : Applicants should possess the following :

2-Year College Diploma in Business or Computer Studies preferred.

1-3 years of experience in a helpdesk and / or application, technical support environment preferred.

Ability to diagnose and troubleshoot software, hardware, peripherals, and network connectivity problems.

Strong knowledge and experience of Microsoft suite and Office 365.

Strong knowledge of Windows and IOS operating systems.

Familiarity with network protocols and troubleshooting.

Strong diagnostic, analytical, and problem-solving skills.

Ability to provide clear, concise directions to end-users.

Commitment to excellence in customer service and a desire to continue learning new technologies.

Excellent interpersonal and communication skills, both oral and written.

Ability to work independently and as part of a team.

Strong organizational skills and attention to detail.

Experience in an educational environment is an asset.

Foundation certification in IT Service Management (ITSM) is an asset.

Maturity in handling confidential information.

Location : St. Mary Catholic Education Resource Centre

Salary : Clerical Job Category 6 (C.U.P.E.) ($28.00- $31.17)

Last date for consideration : Tuesday, November 26, 2024 at 4 : 00 p.m.

Please include the full posting title within the subject line. The resume must include two (2) Professional References; and a Pastoral Reference Letter is preferred.

It must also include an authorization to contact references provided. Thank you to all applicants who submit their application.

Please note that consideration will be given to those applicants who submitted a complete package. Only those applicants eligible for an interview will be contacted.

Schools and administrative sites within the Hamilton-Wentworth Catholic District School Board (HWCDSB) give witness to the truth that Jesus Christ is the foundation and the heart of Catholic Education and the centre of its community.

Central to this vibrant and student focused system is a vision of students as uniquely created in the image of God. This commitment is expressed and realized in the Board's Mission which is :

In union with our Bishop, to enable all learners to realize the fullness of humanity of which our Lord Jesus Christ is the model

Hamilton-Wentworth Catholic District School Board (HWCDSB) is committed to equity and inclusion in the recruitment and hiring of qualified staff who reflect the diversity of students and our community.

We actively encourage applications from members of groups with historical and / or current barriers to equity, including, but not limited to :

• First Nations, Métis and Inuit peoples, and all other Indigenous peoples;
• Members of groups that commonly experience discrimination due to race, ancestry, colour or place of origin;

Persons with visible and / or invisible (physical and / or mental) disabilities.

In our efforts to ensure an inclusive, diverse and representative workforce, HWCDSB will :

• Value, promote and encourage the hiring of staff from under- represented communities;
• Value applicants' additional experiences, lived experience, skills, backgrounds and perspectives;

Collect voluntary self-identification data from applicants in accordance with the Ontario Human Rights Code, HWCDSB's Teacher Hiring Practices Administrative Procedures, and Ontario's Anti- Racism Data Standards.

Where the required skills, ability and qualifications of candidates are relatively equal, candidates who self-identity as a member of one or more under-represented groups may be selected.

The HWCDSB is also an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes.

We also recognize our duty to accommodate and foster a culture of inclusion. We will provide accommodations during the hiring process.

If an accommodation is required, please inform the Human Resources Team or Hiring Manager in advance of any part of the process.

All information received relating to a candidate's required accommodation will be addressed confidentially.