Support Desk Analyst

6 months ago

Oshawa, Canada Durham College Full time

**About Durham College**:
Durham College (DC) is leading the way as a post-secondary institution, offering an innovative and transformative student experience and hands-on learning opportunities. With this focus top of mind for our students and our employees, DC is proud to be one of the fastest-growing colleges in the province and annually ranked as one of the GTA’s Top 100 employers. The college offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, justice, media, art and design.

With a focus on experiential learning, DC graduates are known for having the skills and knowledge employers need. More than 104,000 alumni represent the college, both locally and around the world.

Serving the Durham Region and Northumberland County communities for over 50 years, with campuses in Oshawa and Whitby, the college offers over 12,500 full-time post-secondary and apprenticeship students access to more than 145 full-time post-secondary programs - including four honours bachelor degrees and nine apprenticeship programs. Led by over 1,860 full
- and part-time staff, DC has an estimated annual economic impact of more than $913 million on Durham Region.

**DUTIES AND RESPONSIBILITIES**:
A key initiative is to ensure that service levels are met when responding to and resolving assigned calls, targeting 80% of all calls being resolved on the first contact with customer. This requires coordination and communication between clients, 2nd and 3rd level IT support, as well as 3rd party vendors if necessary.

**1**st** Level Technical Support and Service**:

- Provide critical system monitoring and first line support for the Durham College (DC) and Ontario Tech (OT) user community, providing thorough and concise technical support with immediate resolution where possible to clients.
- Provide escalation for all calls to their respective support analysts via call ticketing system and phone.
- Support mobile computing technology, including Wireless, smartphones, Windows & Apple/MAC laptops.

**Trouble Ticket Management**:

- Required to log all service and problem requests in the call logging system with the appropriate technical analysis as per departmental procedures.
- Review trouble tickets and report on trends to 2nd or 3rd level or management teams.

**General Duties**:

- Required to perform a range of general duties in the technical area as required from time to time, such as laptop distribution, administration of technical student information, asset tracking and logging etc.
- Adheres to and effectively communicate established process & procedures to clients when necessary.
- Required to work off hours when necessary to address issues, problems, or projects. May be required to be on call, work rotating shifts and work overtime when necessary.
- Required to document technical information, notes, user guides for internal or customer use if required.
- May be required to provide assistance with Active Directory & Exchange administrative tasks.

**Technology Research**:
**QUALIFICATIONS**:

- A minimum of a 3-year diploma or degree is required in Information Technology or Business Administration.
- A+ Certification is required.
- A Minimum of five years related work experience in Information Technology and dealing with the public.
- A minimum of two years 1st level support in a network environment.
- Well-developed problem-solving skills in order to identify problems determine possible solutions and select the appropriate action.
- Able to cope under high pressure and constant changes in priorities.
- Excellent interpersonal skills and proven ability to work well with users.
- Strong critical thinking, analytical, organizational and decision-making skills.
- Familiarity with Banner, MyDC, MYOntariotech would be an asset.

**Required Skills**:
Band H: Starting Rate: $35.06; Four Year Rate: $40.71

Required Experience

Hours: 35 hours per week (1) one hour lunch; Mon - Fri (shifts between 7:30am - 11:00pm). Weekends (shifts between 9:00am - 4:00pm). Shifts will be scheduled in accordance with these hours.

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