Help Desk Training Support Specialist

2 weeks ago

Toronto, Canada Bishop Strachan School Full time

**Help Desk Training Support Specialist**

**Contract - 14 Months**
On-Site
- The Bishop Strachan School “BSS” has been a leader in girls’ education since 1867. We help talented girls become fearless women who are able to navigate the world with intellectual curiosity, agility, and compassion. We teach them to find purpose, feel confident, and speak with a strong, independent voice.The Help Desk Training Support Specialist is responsible for the development and deployment of concise instructional online modules, training materials and other documentation as required to all members of the BSS community. This position is also responsible for onboarding teachers, staff and students into the BSS technology environment and aspects of user account management across several platforms. This role also engages with the BSS community to explore and support new opportunities for technical skills growth and ongoing training. This position will coordinate a variety of technology projects and assist in the innovative development and deployment of new practices and solutions to improve BSS community support and processes. In addition, the Help Desk Training Support Specialist will support day-to-day Help Desk activities, including troubleshooting laptops and tablets in a primarily Apple environment, Google Workspace for Education, AV equipment, printers and other systems as required.**Specific Accountabilities**- Researches, develops and maintains a BSS repository of online training resources using a variety of intuitive design and instructional methods, including videos, modules, courses, FAQ’s and myBSS Technology Groups to promote and support a self-help philosophy for all BSS users-
- Collaborates and consults with colleagues, staff, teachers and students to understand where technology skills development is required and identifies opportunities for technology to improve efficiencies and workflows, on an ongoing basis-
- Provides onboarding/offboarding and follow-up technology training for new and returning teachers, staff and students-
- Actively engages with new staff and teachers on their ability to use BSS systems and collects feedback to improve future training-
- Assists with user account management in multiple learning and administrative computing environments, as well as with content management and design-
- Co-ordinates implementation of technology projects including research, recommendations, project plans, task co-ordination, update communications, implementation and training-
- Identifies, documents, troubleshoots and resolves technical issues for all members of the BSS community - in person, over the phone, online and via the Help Desk ticket system-
- Follows up with users to communicate status of problem resolution and ensures user needs are met-
- Assists in overseeing the functionality and wellbeing of all school equipment, such as laptops, iPads, projectors, and printers-
- Assists in maintenance and development of Help Desk technical information library to document-
- Help Desk processes and maintain an accurate, up-to-date hardware inventory-
- Assists with the setup of new equipment and systems as requested, as well as provide input and just-in-time training as required-
- Participates in taskforce teams and committees as required-
- Embeds diversity, equity, inclusion and belonging into all processes-
- Commits to the Staff Growth and Evaluation Process-
- Participates in professional learning and growth**Skills, Experience and Attributes**- Related degree, diploma or other relevant training-
- Experience in the development and delivery of training materials both for face-to-face instruction, video, online and self-help-
- Working knowledge of Blackbaud onCampus, Brightspace LMS, Office 365, Zoom and simple audio/visual equipment would be an asset-
- Strong desire to engage with community and promote technological skills development-
- Able to communicate clearly and effectively while speaking with both end users and technical support-
- Able to write clear and concise documentation related to training, project management and community communications-
- Experience with project management and implementation-
- Technical proficiency and experience installing, maintaining, and troubleshooting Apple and PC hardware/software in a professional, enterprise environment Experience in use of a Help Desk ticketing system-
- Able to quickly learn, utilize and troubleshoot new software/hardware-
- Organizational and multi-tasking skills - ability to handle multiple priorities in a professional manner-
- Team player with strong interpersonal and customer service skills, initiative and judgment in order to interact with students, colleagues, staff and vendors-
- A growth mindset of continuous improvement and learning-
- Culturally competent with a positive attitude toward cultural uniqueness and a readiness to accept and respect others-
- Demonstrated commitment to valuing diversity and contributing to an

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