Job Description

Position Summary:The IT Service Desk Technician is a first point of contact responsible for providing college-wide, IT technical support to all clients i.e. students, staff, faculty, alumni and community members.As an IT Service Desk Technician, you are responsible for service request fulfillment of offered IT services as outlined in the IT service catalogue at the College, and will be undertaking continuous training in service desk best practices, processes and the use of the IT Service Management platform (ITSM).The position serves as a support resource to assist with the set-up/take-down of equipment for special events held by the College and back up support for the IT and/or AV Technologist. IT Service Desk team supports and participates in an inspiring, inclusive and accountable team environmentIT Service Desk Technician participates in an inspiring, inclusive and accountable team environment and participates and models an open communication culture and excellence in client services.Responsibilities:

• Provide first line technical support for all types of technical inquiries, service requests, and issues involving computers, network, smartphones/tablets, AV systems, enterprise applications/systems.
• This includes incident identification, triage, tracking, resolution and potentially following up with clients as needed. The incumbent strives to quickly diagnose and resolve technical disruptions in service and provide effective and timely responses to client inquiries per agreed service objectives. Ensures to escalate incidents with accurate information from the client support tiers in IT or to external vendor support contacts as needed. This includes incident identification, triage, tracking, resolution and potentially following up to ensure that service levels are maintained. The incumbent leads by example and strives to quickly diagnose and resolve technical disruptions in service and provide effective and timely responses to client inquiries per agreed service objectives. Resolution will include the escalation of incidents to the appropriate sections in IT or to external vendors as appropriate.
• Be proficient in the use of the ITSM for the handling of incidents, service requests along with utilizing knowledge base articles to ensure service desk processes remain current, up to date and relevant. Incumbent shall actively logs incoming work through the ITSM tool in a timely manner for monitoring of workloads by Service Desk management and proactively self-assign available work from IT Service Desk queues.
• Contribute to team innovation through ideas for process improvement and/or participate in the preparation of knowledge base articles and/or documentation for Service Desk use. The Incumbent shall continually price professional client service and clear communication with clients.
• Perform the tasks required effectively and accurately by following proper service desk protocols, processes and procedures. The Incumbent will support major IT department events related to AV, classroom technology, telecommunications and other events involving technology at the College.
• Demonstrates collaborative and accountable team work ethic and supports the core values of open communication and excellence in service delivery.

• A minimum of 1- year certificate or College Diploma in progress in Information Technology or equivalent combination of education and experience required in the field(s) of study such as Computer Science, Call Centre Operations, Information Technology, Hardware Technology, and/or Service Management
• A minimum of 1 years\xe2\x80\x99 experience in:

• a high paced customer facing service environment
• Beginner to intermediate experience with ServiceNow or comparable Information Technology Service Management (ITSM) ticketing systems.
• A minimum of 1 years\xe2\x80\x99 experience with:

• recent Microsoft Windows & Mac OS configuration, support and troubleshooting (remote and in person)
• Microsoft 365 Application Suite (or collaborative suites), Teams, SharePoint, Video and web conferencing client support
• Active Directory
• Mobile Device support (Android/iOS). Mobile Device Management experience
• VoIP telecommunications and Audio-Visual support at Tier 1 level or demonstrated understanding of required principles of support for these functions.
• Demonstrated Professional Development Training in Service Desk Operation Knowledge Domains:

• Computer Applications
• Call Centre Communications
• Building Customer Relationships
• Call Centre Environment
• ITIL Training
• Demonstrated Professional Development Training in Call Centre Management Knowledge Domains:

• Team Relations and conflict resolution

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