Data Processing Technician – Adult And Voc Ed.
Position Description
INFORMATION SYSTEMS
Director: Kurt Binnie
Qualifications:
Hold a diploma of college studies (D.E.C.) in Computer Science Technology (Administrative Data Processing) or a diploma or an attestation of studies recognized as equivalent by the competent authority and have four (4) years of pertinent experience.
Other Requirements:
- Experience in incident, request, major incident, and problem management gained in an ITIL-based organization
- Experience of working with/optimizing an ITSM platform (Web Help Desk).
- Solid technical knowledge of Windows 11, Microsoft 365, Exchange, and KACE.
- Detailed knowledge of the Microsoft Office Suite including installing, configuring, and support within a network environment.
- Solid technical knowledge of authentication systems – Active Directory, Radius
- Technical knowledge of remote working technologies – VPN, Teams, Jabber, TeamViewer
- Technical knowledge of voice network systems support – Cisco, Avaya or similar.
- Technical knowledge of data network systems support – Wired and Wireless
- Technical knowledge of network security – Service ports, Firewall rules, ACLs
- Detail-oriented with effective time management, organizational and problem-solving skills
- Able to work independently, and as a member of various teams or committees
- Fluent in French and English
Overview
As a support position expected to solve a high volume of tickets remotely, the IT Service Desk Technician provides support of service delivery including but not limited to: Incident Management, Request Fulfillment, Problem Management, End user equipment, and classroom, workspace, and meeting room technology support.
The incumbent will perform the functions of team member of a group of IT operators and technicians who focus on service delivery across our school network to ensure all incidents and requests are resolved and reported and participates in the continuous improvement and performance of the service desk. The incumbent also provides direct services to the user community.
Duties:
- Serves as contributor regarding the proper use and ongoing development of the ITSM platform.
- Assist with production implementations, incident remediation changes, and problem resolution changes.
- Partner closely with technology leadership to develop action plans to improve service delivery which will create a more positive client experience.
- Troubleshoot IT services including systems, network, telephony, Audio/Visual conferencing.
- Identify improvement opportunities and work with management to implement programs that enhance Service Desk operations, client satisfaction, and overall usage of technology products and services.
- Proactively learn and train other staff members on new products and service technologies.
- Ensure that IT asset inventories are maintained, and records are kept up to date.
- Contribute to the production and maintenance of technical documentation and articles for the knowledge base.
- Perform technical support functions via phone, remote connection, and deskside visits, as required.
- Maintain thorough incident, problem and change data, as well as recurring alerts, to help identify the associated root causes and executes plans and actions to resolve and eliminate these problems.
- Support new or upgraded services.
- Participate in the professional and technical development with team members in order to deliver quality support.
- Work closely with Operations/Infrastructure teams to troubleshoot issues and ensure client satisfaction and the overall health of our various environments.
- Involved in upgrading, monitoring, testing, troubleshooting, and servicing.