IT Support Technician

2 months ago

Guelph, Canada Upper Grand District School Board Full time

Job Code: 23OCT26

Office Clerical Technical

IT SUPPORT TECHNICIAN

The Upper Grand District School Board(UGDSB) employs approximately 4,000 dedicated staff who serve more than 35,000 students attending a variety of programs across 65 elementary and 11 secondary schools as well as continuing education and adult learning centres in the counties of Dufferin, Wellington and the City of Guelph. The UGDSB covers the ancestral and treaty lands of the Mississaugas of the Credit, the Six Nations of the Grand River, and Saugeen Ojibway Nation.
- First Nations, Inuit, and Métis peoples, and all other Indigenous peoples
- Persons of marginalized sexual orientations, gender identities, and gender expressions
- Members of groups that commonly experience discrimination based on race, ancestry, ethnicity, colour, religion and/or spiritual beliefs, or place of origin
- Persons with visible and/or invisible disabilities

At UGDSB, we recognize that many of the identities listed above do not exist in a single form and are often intersecting with multiple identities, which can be complex and create unique experiences for applicants. We value the contributions that each person brings, and are committed to creating and maintaining an environment where everyone can participate fully, thrive, and reach their full potential.

The Upper Grand District School Board invites qualified applicants for this **Full Time, 1.0 FTE Temporary **position until August 31, 2023 with a possibility of extension. This is a blended work model and duties will commence as soon as possible.

**LOCATION**:GuelphBoard Office (500 Victoria Road N, Guelph, ON, N1E 6K2)

**HOURLY RANGE**:$25.83 to $32.29 per hour

**FTE/HOURS**:1.0FTE (35 hours per week)

**BOARD INFORMATION**:OCT Union, 12-months per year

**EXPECTATIONS**:
Representatives of the Information Technology Team:

- Provide everyone a great user experience
- Resolve issues on first contact
- Own issues and seek the necessary resolutions
- Learn and adhere to IT Service Management processes and procedures
- Track and log 100% of all issues and requests, 100% of all scheduled and proactive work and document 100% of all workloads, processes, and procedures
- Strive to improve all IT processes and standards daily
- Strive to learn and stay current with industry technologies, processes, and procedures
- Develop and share IT best practices with peers
- Support and help all IT peers with workloads and learning
- Participate in IT deployment and feasibility projects with the senior team
- Strive for a Team approach to support and customer service

**RESPONSIBILITIES**:

- Provides 2nd level trouble-shooting of UGDSB Microsoft M365 Platform, servers and their associated operating systems and software.
- Provides Microsoft Active Directory and Azure AD administration and group management
- SharePoint Online Platform. Assist in supporting Sharepoint Administrators in documentation duties (knowledgebase article adds, changes, deletes, etc.) and migration services.
- ITIL Platform. Assist in supporting ITIL Platform Administrators in documentation duties (knowledgebase article adds, changes, deletes, etc.) and provide guidance in this area to improve customer experiences on an as-needed basis.
- Project Work: Work on special assignments and projects, such as new product rollouts, and balance project work with day-to-day problem-solving responsibilities; perform routine assignments (e.g., report generation) according to predetermined schedules.
- Monitors ticketing system
- Works with other IT groups on critical problems
- Provides a high level of IT remote support using remote management tools, processes, procedures and equipment for customers at any School Board location
- Helps to develop and document IT best practices and processes using the UGsupport (TopDesk) Service Management software
- May require travels to Schools / Board sites to perform on-premises duties as needed
- Additional hours and Overtime may be required beyond the regular scheduled hours
- Other duties as assigned at any school location or Board office

**QUALIFICATIONS**:

- A University Degree, College Diploma, or IT certifications and technical support experience, or a combination of formal education and experience as deemed satisfactory to the Board
- Minimum of (1) year IT experience supporting clients in person, by phone and/or using Remote management tools in addition to programming, software development, and system automation
- Demonstrated strong interpersonal skills to support positive, courteous, and friendly interactions with customers, colleagues, and other technical staff
- Customer service and Quality/Continuous Improvement training and experiences would be an asset
- Microsoft Certified IT Professional (MCITP), A+, Network+, GAFE/Google G-Suite certifications preferred
- Experience with Microsoft PowerShell, DEVOPS and programming languages preferred
- Experience in the delivery and management of Microsoft Active Direc

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