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Data Processing Technician Principal Class
3 months ago
INFORMATION SYSTEMS
1925 Brookdale, Dorval Quebec
Director:
Kurt Binnie
Status of post:
Regular full-time
Start date:
Immediate
Working Schedule: 35 hours per week
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 10, Microsoft365, 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
General knowledge of other related disciplines, business unit function and cross group dependencies/relationships
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
Salary scale as per the IASS' Collective Agreement:
$24.78 To $35.67 per hour
Overview
The IT Service Lead provides oversight and support of service delivery including but not limited to: Incident Management, Request Fulfillment, Problem Management, End user equipment provision, and classroom, workspace, and meeting room technology support.
The incumbent will perform the functions of team leader for a group of 13 IT operators and technicians who focus on service delivery across our school network to ensure all incidents and requests are analyzed, resolved, and reported and drives continuous improvement and performance of the service desk.
Duties:
Serves as key contributor regarding the proper use and ongoing development of the ITSM platform.
Serve as an IT business partner for internal departments on administrative or technical matters, as well as assigned projects.
Assesses risk of changes, incidents, and problems, along with other IT staff, to appropriately prioritize scheduling of 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.
Responsible for service-related communications.
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.
Oversee 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.
Implements metrics and reporting to drive prioritization of improvement efforts.
Analyzes incident, problem and change data, as well as recurring alerts, to identify the associated root causes and develops plans and actions to resolve and eliminate these problems.
Assists in the professional and technical development of team members enabling them to set goals, mentor, and coach and assist team members 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.
The Lester B. Pearson School Board subscribes to an Equal Access to Employment program and values
diversity in its workforce, encouraging all qualified applicants to apply. We are committed to developing
inclusive, barrier-free selection processes and work environments.
TECHNICIENNE OU TECHNICIEN EN INFORMATIQUE, CLASSE PRINICIPAL
SERVICE DE L'INFORMATIQUE
1925, avenue Brookdale,
Dorval, Québec H9P 2Y7
Directeur:
Kurt Binnie
Statut du poste:
Régulier à temps plein
Horaire de travail: 35 heures par se
