Student Support Technolgist

3 weeks ago

Niagara, Canada Niagara College Canada Full time

Located in the heart of the Niagara Region - just minutes from one of the world’s most well-known tourism destinations - Niagara College offers more than 130 innovative programs between our campuses in Welland and Niagara-on-the-Lake. Since opening its doors in 1967, Niagara College has grown to become a leader in education and training and one of the most enterprising colleges in Canada.

**Responsibilities include, but are not limited to**:

- Triages, resolves, or escalates remote support calls received via phone, chat, or submitted ticket, and coordinates response of other ITS technical staff where required
- Responds to requests for support and assistance for classroom, meeting room, or other computer, audio-visual, and physical security systems
- Documents, in ITS ticketing tool, all interactions with clients capturing key information and requests for assistance that require further research and problem solving, including hardware or software issues to be referred to other ITS staff. Identifies recurring issues or user complaint patterns and notifies appropriate ITS staff
- Trains and assists student workers with the use of ITS support tools, interfaces, and sources of information required to perform duties
- Mentors student workers by demonstrating professionalism, a positive customer service approach, and required trouble shooting techniques
- Conducts training for small groups of college users during software rollouts or when specific needs are determined
- Assists in further investigation, contacting users or vendors to ascertain and evaluate facts
- Creates and updates documentation including website and knowledgebase content for end users, and other ITS staff

**Qualifications**:

- Minimum two (2) year diploma in Computer Programming, Computer Engineering Technician, Information Services, or a related field of study
- Proven commitment to client/student service excellence
- Strong communication skills with the ability to communicate with non-technical users on technical topics effectively
- Ability to gather information with precision, organize and update tickets/work orders
- Excellent time management and organizational skills

We also provide a balance of on-campus and remote work through our recently introduced Remote Work Policy. As a place-based organization all positions will involve some degree of on campus work.

While we thank all applicants, only those selected for an interview will be contacted.

If requested, accommodations will be made to support applicants with disabilities during the recruitment and selection process.

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