IT Campus Support Specialist

3 weeks ago

Oakville, Canada Sheridan College Full time

Reporting to the Manager, Service Operations and receiving direction and the majority of their work assignments from the IT Campus Team Leads, the incumbent is responsible for the provisioning and support of IT Services to the Sheridan community while demonstrating outstanding customer service and a strong commitment to service excellence. This work is performed at our Campus IT Service Counters and in all Academic, Administrative and common spaces.

The incumbent both leads and participates in IT Services related projects.

What You’ll Be Doing

Providing technical support to students and employees at our Campus IT Service counters.

Documenting customer interactions for incidents support or requesting fulfillment in Sheridan’s Service Management platform. Performing follow-up tasks to gather additional information, confirms user satisfaction with resolution, updates cases and completes record keeping for management reporting.

Triaging, troubleshooting and performing incident resolution relating to customer software and end-user technology; functionally escalating when appropriate.

Providing technical support to students and employees in classrooms, labs, offices, and other Academic, Administrative and common spaces.

Ensuring classroom technology operations are functioning correctly and optimally by performing Preventative Maintenance (PM) in classrooms to verify that A/V technology, network connectivity, podium technology, etc. is in good working order.

Images and configures laptops, desktops and other devices to Sheridan standards.

Utilizing instant restore software while maintaining computers and troubleshooting issues.

Performing hardware diagnostics and troubleshooting.

Participating in developing training materials for newly released IT products, services and processes.

Carrying out training to users in various settings - using remote control tools, in class sessions, presentations, open houses, etc.

Staying current with industry technical and business trends through participation in professional associations, practice communities & individual learning.

Performing other duties as assigned

About You

Your collaborative spirit is balanced with your ability to take initiative and act independently to advance initiatives.

You have the skills and knowledge to work with an increasingly diverse student and staff population as well as a proven commitment to anti-oppression, equity, and inclusion.

You have a client service focus with an aptitude to make connections, support others, provide excellent customer service and might identify as a community builder.

Your research and analysis skills will help to facilitate the measurement, interpretation and presentation of information in the most impactful way.

You enjoy balancing many different tasks, staying organized and planning and have the ability to integrate multiple streams of information, prioritize and track multiple projects to meet a demanding workload and keep things running smoothly.

You exercise sound judgement and your sharp problem solving and conflict resolution skills, along with your ability to invite new ways of thinking, allow you to solve challenges in a creative way to help advance organizational goals.

Must possess a minimum 3-year diploma/degree in Computer Science or other technology or IT service-related field.

Must possess a minimum of 3-years experience working in a busy technical support environment, processing and problem solving a wide variety of technical inquires. Areas of support must include diagnosing laptop hardware/software issues and resolving problems, user access issues, providing user training or informal instruction on the use of computers, peripherals and software.

Must have completion of the Information Technology Infrastructure Library (ITIL) Foundations Certification and Completed certification or Training in (at least) one of the following is required: Help Desk Institute (HDI), Service Desk Institute (SDI), Business Relationship Management (BRM), - Project Management Professional (PMP) or Certified Associate in Project Management (CAPM), Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions (MCSA), Microsoft Certified Professional (MCP), Microsoft Certified IT Processional (MCITP) or Cisco Certified Network Associate (CCNA), CompTIA A+, Network + or Security+

Who We Are

**For more information, visit**: Why Work at Sheridan

Other Details

**Faculty/Department**: Information Technology

**Primary Work/Campus Location**: Trafalgar (may be assigned activities at any Sheridan campus)

**Work Categorization**: Hybrid Position | Combination of on-site (at least 3 days/week) and remote work

**Reference #**: J0723-0252

**Employee Group**: Support

**Payband**: I

**Hourly Range**: $36.19 - $41.94

**Hours/Week**: 40

**Hours**: 9:00am-6:00pm

**Application Deadline**: July 27, 2023

Sheridan is deeply committed to implementing the Calls to Action framed by the Truth and Recon

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