Technician - Help Desk
Status: Full Time Hours: Monday \xe2\x80\x93 Friday, 37.5 hours/week (evenings & weekends required on a rotational basis) Home Campus: Fennell (hybrid work arrangements available) Rate of Pay: Payband G (Start Rate: $32.42 per hour) Posting Date: May 17th, 2024 Closing Date: May 24th, 2024 at 7:00 pm EST Preference will be given to qualified employees within the Full Time Support Staff bargaining unit, Appendix D (in the role for 6 consecutive months) and RPT employees who have passed probation at Mohawk College. We believe the rich diversity among our students and the communities we serve should be reflected within our workforce. As educators, we believe it is important to act and show leadership in advancing the principles of reconciliation, equity, diversity, and inclusion in our community. Job Summary This position provides front-line/ tier 1 technical support and assistance to academic and administrative computer Clients (client refers to the students, academic staff, support staff, administrative staff and non-College delegates) By reducing the \xe2\x80\x9cdowntime\xe2\x80\x9d associated with computer and network failure, the incumbent provides an essential service to the College, directly supporting classroom instruction in the computer laboratories and enhancing the productivity of administrative staff by providing information technology tools and support. The position requires rotation between the call centre, field services and the help desk. The position also requires rotation between the various campuses every few months. What you\xe2\x80\x99ll be doing: Problem Determination and Resolution This tier one routine support is governed by procedural documents available to all IT Service Desk staff

• Responds to and resolves IT Service Desk work orders
• Diagnoses hardware or software problems on computer workstations and peripherals
• Resolves problems with disk drives, peripherals, network connections, etc
• Submits problem reports to hardware vendors for warranty repairs and ensures that warranty repairs are performed satisfactorily
• Maintains work logs in the IT Service Desk database

Workstation Installs

• Physically installs, sets up and secures computer workstations in classrooms, labs and employees offices
• Installs components, loads software images, performs local software installations, connects and tests peripherals, performs required troubleshooting
• Tests, installs and configures software on academic and administrative workstations
• Sets up email accounts and internet browsers, productivity or instructional software

Computer Workstation Networking

• Installs, tests and troubleshoots computer workstation network hardware and software such as network interface adapters
• Connects temporary switches for rebuild process

User Support

• Provides telephone support to clients
• Provides backup to departmental end user support personnel
• Works to resolve problems relating to the access, configuration or proper operation of computer hardware, software and portable telecommunications devices
• Adheres to standards of customer service, as defined by the Manager, IT Service Desk

Audio Visual

• Provides the frontline service for instructors in classrooms when problems arise with audio visual (A/V) equipment and demonstrates and instructs clients on the use of data video projectors, digital video cameras, all-in-one computer A/V carts and other A/V equipment
• Maintains an inventory of A/V equipment and provides the equipment on loan to clients
• Sets up and tears down of Public Address (PA)/AV systems for special events

Server/Account Administration Under the direction of the server group, or the assigned Lead/Supervisor.

• Adds Personal Computers (PCs) to the domain and resets passwords

Other duties as assigned What you\xe2\x80\x99ll bring to the role:

• A minimum of three-year post-secondary education in Computer Studies, Information Technology or a related field; or equivalent combination of education and experience.
• Mac Training: Apple Certified Helpdesk Specialist Certification
• Minimum of three years relevant experience in technical support in a large-scale, multi-user networked environment.
• Valid drivers license required.
• Demonstrated commitment and understanding of human rights, equity, diversity, inclusion, and accessibility.
• The ability to communicate and work effectively with diverse students, employees, and communities.

What we offer:

• Defined Benefit pension plan (CAAT) with contributions matched by Mohawk College.
• 93% top up of maternity and parental leave pay for 52 weeks.
• Progressive vacation plan starting with 15 vacation days plus annual holiday closure.
• Access to Employee Family Assistance Program including counselling services, financial literacy services, nutrition advice and more.
• Comprehensive benefits package including health, dental, vision, paramedical services (massage therapy, acupuncture, naturopath, psychotherapy and psychology), short-term and long-term disability.
• Ability to take courses at a reduced rate for employees and dependents.

To find out more about working at Mohawk College, please visit https://www.mohawkcollege.ca/about-mohawk/careers-at-mohawk We are committed to reconciliation and nurturing an inclusive, diverse, equitable, and accessible (IDEA) environment for everyone who learns and works at Mohawk College. We welcome applications from racialized persons, women, Indigenous people, persons with disabilities, 2SLGBTQIA+ persons, and others who may contribute to the further diversification of ideas. The College is committed to fostering inclusive ad barrier-free recruitment and selection processes. If you require accommodation during any stage of the recruitment process, please contact Human Resources. To learn more about Mohawk College\xe2\x80\x99s commitments, please visit the Mohawk College strategic plan webpage: https://www.strategicplan.mohawkcollege.ca/