Job Description

Located in the heart of the Niagara Region \xe2\x80\x93 just minutes from one of the world\xe2\x80\x99s most well-known tourism destinations \xe2\x80\x93 Niagara College offers more than 130 innovative programs between our campuses in Welland and Niagara-on-the-Lake. Since opening its doors in 1967, Niagara College has grown to become a leader in education and training and one of the most enterprising colleges in Canada. Applications are invited for the full time Student Support Technologist position in the Information Technology Services department located at the Welland campus. The starting salary is $28.56/hr (Pay Band F - $28.56 to $33.11) for a 40 hour work week. Incumbents may be required to work evenings/weekends to support college events or for completion of work assignments that conflict with the academic schedule. Reporting to the Director, Client Support Services, the successful candidate provides assistance to students, faculty and staff in the use of Information Technology by staffing student support locations in the Library/Learning Commons, or the centralized ITS Service Desk. This position will also respond to requests for support in other areas of the College and assist other ITS teams with deployments, installations, and other requirements as needed.

Responsibilities include, but are not limited to:

• Performs Tier 1 support in person or remote including password resets, email and account management, wireless issue resolution, print, and other operating system or specialized application issues. In person hardware requests for laptops, tablets, and other mobile devices
• Triages, resolves, or escalates remote support calls received via phone, chat, or submitted ticket, and coordinates response of other ITS technical staff where required
• Provides training and \xe2\x80\x9cshow how\xe2\x80\x9d support to students, faculty, and staff on use of computer, audio visual and physical security technology as well as supported software and systems
• Responds to requests for support and assistance for classroom, meeting room, or other computer, audio-visual, and physical security systems
• Documents, in ITS ticketing tool, all interactions with clients capturing key information and requests for assistance that require further research and problem solving, including hardware or software issues to be referred to other ITS staff. Identifies recurring issues or user complaint patterns and notifies appropriate ITS staff
• Works with Tier 2 ITS staff by testing or deploying hardware, desktop images, applications; installation of audio-visual equipment such as projectors, screens, speakers, podiums, or physical security equipment such as surveillance cameras and access control systems
• Trains and assists student workers with the use of ITS support tools, interfaces, and sources of information required to perform duties
• Mentors student workers by demonstrating professionalism, a positive customer service approach, and required trouble shooting techniques
• Conducts training for small groups of college users during software rollouts or when specific needs are determined
• Assists in further investigation, contacting users or vendors to ascertain and evaluate facts
• Creates and updates documentation including website and knowledgebase content for end users, and other ITS staff

Qualifications:

• Minimum two (2) year diploma in Computer Programming, Computer Engineering Technician, Information Services, or a related field of study
• Minimum two (2) years cumulative experience working in a fast-paced, customer focused, technical support environment, including hands-on computer, audio visual, or physical security hardware or similar technical equipment experience, wireless/mobile device support and exposure to a variety of applications, specifically email and web-based systems and Windows/Macintosh operating systems, etc.
• Proven commitment to client/student service excellence
• Strong communication skills with the ability to communicate with non-technical users on technical topics effectively
• Ability to gather information with precision, organize and update tickets/work orders
• Excellent time management and organizational skills

This position is open to internal employees and external applicants. External applicants will not be reviewed until all eligible internal employees have been considered. Internal employees are those classified as full-time permanent within the Full-Time Support Staff bargaining unit, regular part-time (RPT) employees who have completed probation, and Appendix D employees with six consecutive months of Appendix D service with the College at the time of posting. The Position Description Form is available for review from Human Resources during the posting period. Please contact humres@niagaracollege.ca to request a copy. If selected for an interview, candidates must present proof of education (original transcripts/credentials).
Note: Credentials obtained outside of Canada require an evaluation to determine the Canadian educational equivalence. This evaluation must support the educational requirements for the position as a condition of employment. For further information, visit: World Education Services http://www.wes.org/ca/. While we thank all applicants, only those selected for an interview will be contacted. Niagara College is strongly committed to diversity and inclusion within its community. We offer an inclusive work environment and welcome applications from all qualified individuals who feel they can further enhance campus diversity and equity efforts.
If requested, accommodations will be made to support applicants with disabilities during the recruitment and selection process.