Help Desk Technician - Appendix D/Temporary Assignment (September 2023 - May 2024)

Status: Appendix D/Temporary Assignment (September 2023 – May 2024)

Hours: Monday to Friday; 37.5 hours/week (evenings & weekends required on a rotational basis)

Home Campus: Fennell

Pay Band: G

Rate of Pay: $30.87

Posting Date: August 24 th , 2023

Closing Date: August 30th, 2023 at 7:00pm EST

We support and encourage the contributions of our diverse employees.

Supported by a new strategic plan we are committed to nurturing an equitable, diverse and inclusive environment for everyone who learns and works at Mohawk. 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 equity, diversity and inclusion in our community.

Mohawk College is currently recruiting for our next

Helpdesk Technician

This position provides front-line/ tier 2 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 “downtime” 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, ticket triaging, field services and the Walk-up Service Desk. The position also requires rotation between the various campuses every few months.

To be compliant with the Acceptance of Payment Card Policy and PCI Requirements, this position is required to provide a Police Check prior to the commencement of employment.

This position requires home internet that is adequate for providing ticket triaging and phone support while working from home with college supplied computer hardware.

Responsibilities

The duties of this position will include, but are not limited to the following:

Service Request and Incident Determination and Resolution

This tier 2 routine support is governed by procedural documents available to all IT Service Desk staff.

• Fulfills academic and administrative Service Requests logged in Cherwell either remotely or onsite.
• Triages new tickets logged via email, voicemail or through the IT Service Desk Portal in Cherwell.
• Provides remote support using remote support tools such as Bomgar and Teams.
• Diagnoses and resolve hardware or software issues on academic and administrative computer workstations, peripherals and network connections, etc.
• Works with or escalate tickets to Tier 3 teams to resolve issues or fulfill service requests as defined in workflow documentation.
• Supports students with technical issues related to remote learning, faculty with technical issues related to remote or in class teaching, and all staff with technical issues related to working from home or the office.
• Arranges 3 rd party warranty service repairs, units may be shipped to the vendor for service or parts may be shipped onsite to be installed by you. Tracks all work and customer interactions as work notes in Cherwell.

Workstation Installs

• When setting up or renewing administrative computers, configures base software applications, maps drives, transfers data, migrates browser history, etc.
• 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.

Computer Workstation Networking

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

User Support

• Works to resolve problems relating to the access, configuration or proper operation of computer hardware, software and college issued cell phones.
• Provides telephone support to clients.
• 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 computers A/V carts and other A/V equipment.
• Sets up and tears down of Public Address (PA)/AV systems for special events.
• Maintains an inventory of A/V equipment and provides the equipment on loan to clients.

Server/Account Administration

Under the direction of the server group, or the assigned Lead or Supervisor:

• Adds Personal Computers (PCs) to the domain and assists with password resets.

Qualifications

Other duties as assigned

The Successful Applicant Must Have

• Minimum of three (3) years relevant experience in technical support in a large-scale, multi-user networked environment.
• A minimum three (3) year Post-Secondary education in Computer Studies, Information Technology or a related field.
• Demonstrated commitment and understanding of human rights, equity, diversity and inclusion with the ability to communicate and work effectively inter-culturally with diverse groups of students, employees and the community.
• Valid drivers' license and ability to drive Mohawk owned IT van to service remote campuses.

Mohawk College prioritizes recruiting and retaining diverse employees. With this in mind, the College is committed to fostering inclusive and barrier-free recruitment and selection processes.

Should you require accommodation through any stage of the recruitment process, please contact the Human Resources Department at (905) 575 - 2047.

Mohawk College is strongly committed to diversity within its community and especially welcomes applications from racialized persons, women, Indigenous people, persons with disabilities, S2LGBTQIA+ persons, and others who may contribute to the further diversification of ideas.

For more information concerning the Mohawk College strategic plan, please see: strategicplan.mohawkcollege.ca/