Job Description

No.: CUPE C-23-0241UTE
POSTED: October 17, 2023 DEADLINE: 4:30 p.m. October 31, 2023

Client Service Desk Technical Support Specialist
3 - Permanent Positions 2 \xe2\x80\x93 Acting Positions Information Technology Services
CUPE Local 4400 Unit C - Grade L (12 Month) $34.25 \xe2\x80\x93 $40.38 per hour

(It is anticipated that these acting assignments will end on August 31, 2024 and September 3, 2024)

The Toronto District School Board adheres to equitable hiring, employment and promotion practices.

Reporting to the Client Service Desk Supervisor, under the day-to-day direction of the Client
Service Desk Team Leader, the Client Service Desk Technical Support Specialist will:

• provide a single point of contact to all TDSB clients for any technical IT Services related

support;

• provide first level resolution for business and academic account access, computer

application and software, hardware products and network connectivity support required by
the individual clients and co-ordinate, on their behalf, the resolution of incidents that cannot
be solved immediately or the fulfillment of service requests;

• handle client interactions using the Contact Centre Interaction Management system and

record initial or update existing incident or request tickets in the ITSM software platform;
triage interactions to the appropriate queues;

• identify and successfully escalate difficult incidents to the appropriate support group within

set time limits and establish the priority of any incidents that are escalated;

• research and document escalated incidents, update knowledge base (kb) article content to

maintain their accuracy and use specialized knowledge/diagnostic tools to solve incidents;
and

• ensure that all terms and conditions in the Service and Operational Level Agreements and

all ITS, Client Service Desk and TDSB Service Excellence guiding principles processes
and procedures are followed. Summary of Duties:
\xe2\x9e\xa2 Provide multi-channel (i.e. telephone, webchat, email, self-service submission etc.) support to TDSB academic and business clients in any of the following areas of service: account access,
device hardware, device software, Board approved on-prem and cloud applications, ITS
systems,office phones, smartphones and network connectivity; \xe2\x9e\xa2 Administer the ITSM ticketing platform which includes recording, analyzing, categorizing,
prioritizing, documenting, resolving or escalating and tracking all incidents and service requests
received at the Client Service Desk; \xe2\x9e\xa2 Triage interactions and assign to appropriate queues within the Contact Centre Interaction
Management system; \xe2\x9e\xa2 Ensure that automatically populated data in the ticket fields is accurate, correct any errors, and
determine the most effective manner to log and solve incidents or service requests; \xe2\x9e\xa2 Consult with subject matter experts or Team Lead for resolution of difficult technical issues, or
escalate incidents to appropriate ITS level support group; \xe2\x9e\xa2 Provide specialized technical assistance for hardware related incidents or service requests for
supported computer devices, peripherals such as printers, scanners, whiteboards, office phones

etc., document, resolve or assign to Field Services, third party vendors or other ITS support group
as applicable; \xe2\x9e\xa2 Provide specialized technical assistance for software related incidents or service requests such
as Microsoft, GSuite, operating systems, desktop and mobile device applications, academic and
admin images, email packages (client and web) collaboration applications, remote learning
management platforms, business applications and resolve or assign to other ITS support or TDSB
group as applicable; \xe2\x9e\xa2 Validate proof of license for all licensed software requests;
\xe2\x9e\xa2 Diagnose technical infrastructure connectivity problems or requests for service for academic or business users, (i.e. WAN, Wireless) document, resolve or assign to applicable ITS support
group; \xe2\x9e\xa2 Utilize ITS technology tools such as device remote control, mobile device management, software
distribution, network connectivity, account password and permissions management, and CSD
developed tools to support clients; \xe2\x9e\xa2 Train/coach/support clients (just-in-time training) on various supported software and Board
applications and systems, as well as team members and new staff as required; \xe2\x9e\xa2 Refer to TDSB ITS and online resources to research solutions for more difficult problems (i.e.,
Microsoft, Google, third party vendor, internal KBs etc.); \xe2\x9e\xa2 Identify and escalate to Team Lead any incidents or service requests for academic or business
users that may lead to service improvement, future enhancement recommendations or user
training opportunities; \xe2\x9e\xa2 Assist in producing, revising and updating Knowledge Base articles, as well as, creating and
maintaining a library of standard e-mail, webchat and ServiceNow template responses as
required; \xe2\x9e\xa2 Monitor CSD ITSM ServiceNow dashboards for self-service portal client submissions and log,
follow-up with user, resolve or escalate as required; \xe2\x9e\xa2 Monitor CSD ITSM dashboards for daily trends, as well as, tickets requiring further intervention for
first level resolution, action or response in accordance with SLA and OLA\xe2\x80\x99s terms and conditions; \xe2\x9e\xa2 Conduct research or project activities as assigned;
\xe2\x9e\xa2 Periodically may be assigned to work in other functional areas within IT Services; and
\xe2\x9e\xa2 Other related duties as assigned.

Qualifications:
\xe2\x9e\xa2 Three-year community college diploma in Computer Technology or related field, with one year directly related experience or equivalent combination of education and experience;
\xe2\x9e\xa2 Certification acquired as Microsoft Certified Professional (MCP), ITIL Training/Certification or knowledge of ITIL;
\xe2\x9e\xa2 Strong knowledge and experience using IT service management applications (i.e. ServiceNow or other ITSM solution) and Contact Center Interaction Management systems (i.e. Apropos);
\xe2\x9e\xa2 Technical skills include expert knowledge in the support of computer hardware devices running Windows, Mac OS, iOS, Chrome and Android operating systems; hardware peripherals, office
phones, smartphones and networking infrastructure (WAN, WiFi) connectivity and support issues. \xe2\x9e\xa2 Demonstrated experience supporting account management tools: AD, MS Azure AD, SAMS and
software applications such as Microsoft Office 365 GSuite, Apple and Chrome academic
supported apps, email systems (i.e. Exchange Outlook, Gmail), collaboration tools (i.e. Academic
Workspace, Microsoft, virtual conferencing), on-prem and cloud applications such as Mobile
Device Management, business applications such as SAP, SIS and remote learning management
systems such as Brightspace, Google Classroom, virtual communication, such as Zoom, Google
Meet, Teams and Ministry approved and other academic and admin software. \xe2\x9e\xa2 Demonstrated experience using remote control software, VPN, wireless access points, and
wireless devices such as Smartphones, iPads, Chrome, BYOD etc.;

\xe2\x9e\xa2 Demonstrated willingness to learn new applications, software upgrades and hardware platforms
and systems to keep up with the ongoing changing technological requirements of the
organization; \xe2\x9e\xa2 Knowledge of the contents/intent and adherence to customer Service Level Agreements; IT
Services Operational Level Agreements and compliance with TDSB, ITS and Client Service Desk
Service Excellence guiding principles, policies and procedures; \xe2\x9e\xa2 Knowledge of TDSB Board products and services and 2nd/3rd tier support contacts (i.e. Software
Manufacturers, third party repair organizations); \xe2\x9e\xa2 Strong oral, written, interpersonal, organizational and time management skills;
\xe2\x9e\xa2 Ability to explain information technology topics to non-technical business/academic clients;
\xe2\x9e\xa2 Strong interaction handling and customer relationship/satisfaction skills (via phone, webchat, email, ServiceNow);
\xe2\x9e\xa2 Strong analytical, reasoning and problem-solving skills; and
\xe2\x9e\xa2 Proven ability to work under pressure and consistently meeting deadlines.

Special Requirements:
\xe2\x9e\xa2 Require some travel across TDSB sites; and
\xe2\x9e\xa2 Shift hours and lunch hours will be staggered to ensure operational continuity.

Location: 1 Civic Centre Court (Wheelchair Accessible) (Hybrid Work Eligible)

Hours: 35 hours per week

Work Year: 12 months


Please note:
Applications must be submitted: 1. In r\xc3\xa9sum\xc3\xa9 form with a covering letter as one single document to Application.Submission@tdsb.on.ca
2. With competition # CUPE C-23-0241UTE in the subject line
3. Apply no later than 4:30 p.m. on October 31, 2023

Only applicants selected for an interview will be contacted. Applications will not be acknowledged in writing.

We strive to meet the accommodation needs of persons with disabilities. Applicants are encouraged to make their needs for accommodation known in advance during the hiring process.

The TDSB follows a hybrid work structure where some employees may be able to work remotely at
times, based on operational requirements. Please refer to Policy P103, Flexible Working Arrangements for more information.