Sis Help Desk Support Technician

2 weeks ago

Barrie, Canada Simcoe Muskoka Catholic District School Board Full time

_We Believe in Our Schools ~ We Believe in You_

With 51 schools, over 22,000 students and more than 3,000 employees, the Simcoe Muskoka Catholic District School Board (SMCDSB) is an education community bound together by our beliefs. Our facilities are located in some of the most beautiful natural settings in the province. Our Board encompasses a large and dynamic mixture of urban centers, small towns and rural areas throughout Central Ontario. From Tottenham and Bradford West Gwillimbury to Parry Sound and Huntsville, from Collingwood and Midland to Barrie and Orillia, we are focused on enhancing the educational and spiritual development of our students. We offer excellent programs, resources and supports so that students are provided with every opportunity to reach their future goals and aspirations.

**SIS Help Desk Support Technician**

Open To: Open Competition

Job Location: Catholic Education Centre, 46 Alliance Boulevard, Barrie, ON

Position Type / Hours: Full-Time Permanent, Monday to Friday, 8:30 a.m. to 4:30 p.m., 35 hours weekly, plus overtime as required

The SIS Help Desk Support Technician is responsible for coordinating and providing escalated help desk support to all internal users of PowerSchool, including receiving, prioritizing, documenting, troubleshooting and resolving end-user help requests, in support of the achievement of Simcoe Muskoka Catholic District School Board’s vision and mission.

Specific duties and responsibilities include:

- Provides second level guidance, assistance and support to SMCDSB staff (administrators, teachers, school secretaries, etc.) in the resolution of recurring and unique PowerSchool user support issues.
- Identifies, interprets, analyzes and troubleshoots technical issues, escalating issues to the Student Management Systems Analyst and/or Student Management Systems Administrator as appropriate.
- Records, tracks and documents help desk request issues, including all courses of action taken during resolution attempts.
- Creates PowerSchool accounts, gathers, records, maintains and updates end-user identification and help desk problem information.
- Reviews and evaluates documented resolutions, and develops recommendations in the areas of module functionality, end user training requirements and related system improvement opportunities.
- Researches trends in end user issues in the areas of attendance tracking, basic demographics, teacher assistant and report cards, special education, scheduling and class/course enrollment.
- Documents help desk “frequently asked questions” (FAQs) and disseminating this information to the user community.
- Assists help desk staff to receive, analyze and respond to first level inquiries.
- Assists in the testing of modules and bug fixes.
- Fosters productive, consultative working relationships with Board office staff, school leaders, teachers and colleagues.
- Provides back-up and assistance to the ICT team and cross-department staff as required.

Required Skills and Qualifications:

- 2 year post secondary diploma or degree in Computer Science, Information Systems or a related field, or equivalent.
- 2 years related experience working with information systems and/or a help desk environment providing database support, preferably in an education environment.
- Proven time management, scheduling and organization skills.
- Attention to detail and accuracy is imperative.
- Well-developed interpersonal skills; demonstrated ability to manage conflict.
- Strong written communication skills.
- Proven ability to perform under pressure of deadlines.
- Proven ability to work co-operatively, both independently and as a member of an interdepartmental team.
- Previous experience testing and developing documentation to assist end users to use software effectively.
- Experience in working with confidential information.
- Previous experience in preparing FAQ sheets and preparing and distributing useful product updates to end users.

Accessibility accommodations are available for all parts of the recruitment process upon request. Accommodation queries should be directed to the Human Resources Department at 705-722-3555 ext. 263.

As a condition of employment, new employees to SMCDSB are required, by legislation, to pass a satisfactory Criminal Background Check with Vulnerable Sector Screening.

THE BOARD IS AN EQUAL OPPORTUNITY EMPLOYER

Frances Bagley, Director of Education

Maria Hardie Chair, Board of Trustees

**Our Vision**

OUR FAITH. OUR STUDENTS. OUR FUTURE.

**Our Mission**

Faithfully, inclusively and equitably, we inspire every student to realize their God-given potential.

**Job Types**: Full-time, Permanent

**Salary**: $51,852.00-$65,201.00 per year

Schedule:

- Day shift

Work Location: One location

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