IT Help Desk Analyst

3 months ago

St Catharines, Canada District School Board of Niagara Full time

Help Desk Analyst
Information Services
One (1) Full-time Permanent Position
40 Hours per week
Working at the District School Board of Niagara (DSBN) means being part of a supportive, innovative community that works towards doing what’s best for students, and helping every individual achieve success. We proudly serve over 40,000 students across almost 100 elementary and secondary schools in Niagara, located between Lake Erie in the South and Lake Ontario to the North. DSBN students are at the heart of everything we do.
The function of this position include (but are not limited to):
Maintain Topdesk Knowledge base and create Topdesk workflow and change order processes
Modify Topdesk to enhance IT Dept processes & enhance workflows with other DSBN departments. Integrate Topdesk with other systems using vendor provided API functions.
Implement & deploy new Topdesk modules and feature sets
Create and integrate web forms to be used with Topdesk modules
Administration of user accounts between sites and password resets when required
Liaise and support Board administrators/teaching staff/Education Centre staff/satellite offices - and provide remote/onsite technical support to maintain, identify, research, respond to alerts and resolve technical problems with computers, peripherals, network infrastructure, computer labs, wireless technology and Board approved hardware/software solutions
Service call management including detailed documentation of problem resolution using Topdesk Service Desk software, department sign out system, Microsoft Teams and other communication tools as required
Prepare computer systems for deployment, software installation, and setup of new technology for Board sites
Installation/setup/teardown of AV equipment, conference phones and computer systems within the Education Centre
Providing service and support for VoIP to end users; including extension additions or changes, and providing training to staff using VoIP
Collaboration with team members to ensure work is fairly distributed and deadlines are being met
Travel to other board sites may be required
Other duties as assigned
Skills, Qualifications and Education Requirements
Minimum of (3) years related experience, preferably within a K-12 educational environment, performing Helpdesk support activities
Minimum 3-year college diploma/degree in Computer studies, Information Technology or Computer Science related fields or equivalent work experience
A valid driver’s license is required, along with the ability to travel to schools, offices and offsite locations as required.
Ladder climbing may be required at times, along with lifting/moving/setup of equipment
Excellent learning, communication and organizational skills. Professionalism and client-focused service is essential
Land Acknowledgement
The land on which we gather is the traditional territory of the Haudenosaunee and Anishinaabe peoples, many of whom continue to live and work here today. This territory is covered by the Upper Canada Treaties and is within the land protected by the Dish with One Spoon Wampum agreement. Today this gathering place is home to many First Nations, Métis, and Inuit peoples and acknowledging this reminds us that our great standard of living is directly related to the resources and friendship of Indigenous people.

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