1.0 Temporary Intermediate Customer Support

3 weeks ago

North Bay, Canada Near North District School Board Full time

**What We're Looking For**:
We are currently looking for an experienced **IT Intermediate Customer Support Technician
- East Region **who will help support a diverse group of users and complement our passion for technology within the education environment. This position is located in the East Region.

The **IT Intermediate Customer Support Technician** will be accountable to provide first point of contact support, maintain the knowledge base of IT tickets, execute IT tasks for employee onboarding and offboarding, escalate service requests as needed to second and third tier support personnel, and provide day to day hardware and software support. An aptitude for technology paired with both a positive customer service attitude and an eagerness to learn will best support the incumbent in this role.

**Duties & Responsibilities**
- Configure, inventory, deploy, upgrade, maintain, and decommission all hardware, mobile devices, IP Phones, and peripherals used in a classroom, School Office, or Board Office environment.
- Respond to support and training requests received through a Help Desk management system or as directed by Technology Department Supervisory Staff.
- Identify, troubleshoot and resolve wired and Wi-Fi network infrastructure problems. (cabling, switching, etc.)
- Respond to and resolve hardware, software, and network related service interruptions.
- Document problem resolution and assist in maintaining knowledge base

**Knowledge, Education, & Experience Required**
- Qualified Customer Support Technicians will have graduated from a community college in a Computer Technology (ICT) Program or possess equivalent computer related experience complemented with professional workshops and courses. Two (2) years of acceptable experience is preferred.
- Vendor Specific Technical Certifications such as Microsoft Certified Professional (MCP), Apple Certified Associate and/or Cisco Certified Network Associate (CCNA) are considered assets.
- Good working knowledge of Microsoft, Apple, and Google operating systems, platforms, hardware devices, and office productivity suites.
- Extensive knowledge of 21st century technology tools, document collaboration, cloud based services, social media and other collaborative communication tools.
- Strong organizational, analytical, interpersonal, written, verbal communication skills with a focus on customer service and satisfaction. Excellent technical diagnostic skills with the ability to work independently.
- A valid minimum Class “G” Ontario Drivers License and use of a personal vehicle is essential for this itinerant position.

**Critical Skills include**:

- Customer Service Orientation
- Analysis and Problem Solving
- Adaptability
- Planning and Organizing
- Priority Setting
- Technical Savvy
- Working under pressure in a busy environment
- Diversity

**Rate of pay**: $24.13

The Near North District School Board is committed to supporting an inclusive and accessible environment. Accessibility standards address issues that pose major barriers for people with disabilities (i.e. physical barrier, information or communication barrier, etc.). Please ask us how we may help you by contacting:
Human Resources Department, Near North District School Board

963 Airport Road, PO Box 3110 North Bay, ON P1B 8H1

Phone (705) 472-7015 ext. 5068 - Fax (705) 472-5412

**Salary**: $24.13 per hour

Schedule:

- Monday to Friday

Work Location: In person

Application deadline: 2023-06-01
Expected start date: 2023-06-12

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