First-line Support Specialist

1 month ago

Kitchener, Canada Waterloo Region District School Board Full time

Information Technology Services (ITS)

**Applicants will be considered in the following order**:
1) Qualified probationary, temporary and Temporary Hourly Rated (THR) ESS/OSSTF employees.

2) Qualified external applicants (includes employees from other Bargaining Units)

**Responsibilities**:
Provide timely day-to-day first

Identify, and recommend appropriate responses to industry and WRDSB identified technology trends and cost-effective processes that support all aspects of technology in the organization.

Monitor and utilize IT dashboards & monitoring tools.

Participate in IT projects as requested.

Communicate clearly and professionally with colleagues, staff, students, and external resources in a positive, tactful, and diplomatic manner.

Work cooperatively as a member of the ITS team to fulfill the mandate and goals of the department.

Other duties as assigned by the Information Technology Management team.

**Qualifications**:
A minimum of a two (2) year Information Technology College Diploma is required.

2 years of experience in an ITS or Educational organization with the demonstrated ability to:
Provide effective customer services

Follow defined process, policy and procedure

Prioritize work and problem solve customer issues.

**Demonstrated proficiency in**:
Asset acquisition, inventory, and lifecycle management

Organizational and soft skills (interpersonal and communication) with the ability to deal pleasantly and tactfully with clients in stressful situations, face-to-face or within a call centre like atmosphere

Prioritize and problem solve client customer service needs under pressure and at times where a high level of demands present themselves

Knowledge of Service Desk ITIL framework and processes.

Understanding of current and emerging resource management and standards, and how their implementation affects the end-user, classroom, meeting, event, and workshop experience.

Initiative and forward thinking demonstrated by continued professional development.

Must have a valid driver’s license and access to a reliable vehicle.

Ability to perform the physical demands of the job including regular and consistent bending, reaching above shoulder level, standing for extended periods of time, moving equipment, pushing and pulling objects weighing in excess of 20 pounds, and lifting objects above shoulder level with assistance.

Applicant Self-Identification Questions

The Waterloo Region District School Board is committed to equity in employment. We are committed to fair and equitable hiring practices that allow us to hire qualified staff who reflect the diversity of the community we serve, who will foster the success and well-being of our students and who demonstrate a commitment to equity and inclusion in the classroom.

First Nations, Métis and Inuit peoples, and all other Indigenous peoples;
members of groups that commonly experience discrimination due to race, ancestry, colour, religion and/or spiritual beliefs, or place of origin;
persons with visible and/or invisible (physical and/or mental) disabilities;
person who identify as women; and

persons of marginalized sexual orientations, gender identities, and gender expressions

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