Service Desk Specialist

2 weeks ago

Brampton, Canada Algoma University Full time

**Job Title: Service Desk Specialist**:

- Staff Bargaining Unit_

**Position Status**:Permanent, Full Time (35 hours/week)
OSSTF

**Department**:Innovation & Technology (ITS)

**Supervision Received**:Manager, IT Service Operations

**Supervision Exercised**:Student Assistants

**Location**:Brampton or Mississauga, ON

**Number of Positions**:4 (2 full-time and 2 part-time)

PRIMARY FUNCTIONS:
A. Service Desk 50%

B. Inventory Control 10%

C. Purchasing 10%

D. Imaging 10%

E. Training 5%

F. Administrative Duties 5%

G. Other Duties 10%

**TOTAL 100%**

The primary function of the Service Desk Specialist is to provide technical assistance and support related to computer systems, hardware, or software. The incumbent will also respond to queries, run diagnostic programs, isolate problems, and determine and potentially implement solutions. This position processes purchase orders and is responsible for purchasing goods and services as requested by the ITS team, as well as maintaining the inventory of goods and services. This person will aid in imaging computer systems for transition to operations, and will also be responsible for assisting all customers with questions about any of the University’s supported software and computing platforms. Other duties include installing/configuring software/hardware and assisting in providing training.

**RESPONSIBILITIES**:
**Service Desk (50%)**
- Faculty and staff computers and printers
- Student computer labs and printers
- Classroom computers and audio/visual equipment
- External clients as required
- Troubleshoot reported problems, record incidents, document resolutions or escalate as required.
- Research problems using various resources; work with senior staff and other consultants.
- Utilize the ITS work order system to track service calls.
- Ensure the needs of internal clientele are met and ensure a timely response.
- Create and maintain faculty, staff, and student accounts.
- Create faculty, staff, and student ID cards using the campus access control system.
- Assign access levels to ID cards, and provide card and event history reports.
- Oversee the sale of Service Desk products and services, such as print quota, computer equipment, and phone cards.
- Assist senior ITS staff with the implementation and support of software packages as required.
- Provide training to Service Desk assistants.
- Prioritize, assign, and coordinate tasks to Service Desk assistants.
- Provide support for Learning Management Systems (LMS).
- Provide support for streaming clients.
- Provide support for virtual private network (VPN) connections and issues.
- Provide support for remote desktop (RDP) connections and issues.

**Inventory Control (10%)**
- Work with the Systems and Network Administrator to optimize inventory control procedures.
- Examine the levels of supplies and materials to determine shortages.
- Document daily deliveries and shipments to update inventory.
- Prepare reports on inventory operations, equipment levels, and adjustments for the Systems and Network Administrator.
- Evaluate new inventory to ensure it’s ready for shipment.
- Perform daily analysis to predict potential inventory problems.
- Order new supplies to avoid inefficiencies or excessive surplus.
- Analyze different suppliers to obtain the best cost-effective deals.
- Recommend an inventory of parts for emergency repairs.
- Aid in the procurement of assets.

**Purchasing (10%)**
- Process purchasing requests from IT Team.
- Researching and comparing suppliers, goods, and services.
- Selecting the most suitable suppliers in terms of reliability, product quality, and cost-efficiency.
- Monitoring inventory levels and determining purchase needs.
- Requesting cost proposals and negotiating contracts and prices.
- Preparing and processing purchase orders.
- Maintaining records of all transactions, purchase orders, receipts, and payments.
- Scheduling and verifying purchase deliveries.
- Building and maintaining positive, long-term supplier relations.

**Imaging (10%)**
- In coordination with the Systems and Network Administrator, order technology based on user needs.
- Prepare systems for imaging including, but not limited to upgrades, repairs, and cleaning.
- Ensure proper system builds.
- Deploy systems.
- Audit images for connectivity, integrity, and functionality.
- Work with Systems and Network Administrator to schedule regular image updates.

**Training (5%)**
- Support faculty, staff, and students in their use of campus computing resources by providing simple and effective documentation such as manuals and operational procedures.
- Assist in coordinating training sessions for staff and faculty based on needs and skill levels.

**Administrative Duties (5%)**
- Maintain and document solutions as identified by the IT Team for root causes of IT issues.
- Maintain the knowledge base in the service desk management system.
- Perform daily system monitoring of the service desk management system.
- Maintain a

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