User Service Representative

4 weeks ago

Toronto, Ontario, Canada George Brown College Full time

Job Summary:

We are seeking a highly skilled and customer-focused User Service Representative to join our team at George Brown College. As a key member of our Library Learning Commons, you will provide exceptional support to students, faculty, and staff, ensuring a seamless and efficient experience.

Key Responsibilities:

  • Provide technical support for a wide range of computer software and learning resources, including the Library Catalogue and various types of printers.
  • Assist with Identity Management, verifying user accounts and status, assigning temporary passwords, and reporting user account problems.
  • Help users set up their personal laptops to connect to the college wireless network and wireless printing setup in the Library Learning Commons.
  • Recommend software available at the centre that will support student needs for their work, type of anti-virus and anti-spyware that protect student laptops or home computers, and other software that will be useful for their academic work that will be compatible with the centre.
  • Assist users with accessing and using their Student E-mail account.
  • Provide basic assistance for clients of the student administrative systems (Stu-View and Web Registration), OSAP on-line applications and on-line courses (Blackboard/WebCT).
  • Perform basic troubleshooting of user problems, referring any complex technical problems to the User Service Technologist and/or Network Administrator for technical resolution.
  • Provide timely and efficient circulation service by using the Library's automated library management system to circulate library materials in all formats to users.
  • Verify student status with the Student Record System and registering and/or activating students in the Library Management System.
  • Perform Photo-ID service at the LLC service counter by Verifying eligibility for photo-ID cards, taking pictures and producing ID cards using Banner and the ID card management system.

Requirements:

  • Two-year certificate or equivalent from a recognized post-secondary institution in Information Technology, Computer Technician or equivalent; plus Current Comp TIA A+ Certification is required.
  • Minimum two years of practical experience working in a high-volume customer service environment or in an IT service environment providing Tier 1 technical support on computers, application software, hardware, peripherals, and audio-visual equipment in a library/computer lab environment.
  • Demonstrated knowledge of office productivity software (Word, Excel, PowerPoint, Outlook, Access, Internet), and working knowledge of wireless technology.
  • Technical knowledge to diagnose and troubleshoot Windows and Mac operating systems as well as those related to common software such as MS office, Adobe products, and Internet applications.
  • Good understanding and knowledge of WiFi, and network technologies.
  • Knowledge of consumer hardware, especially mobile devices Printer and operating system.
  • Knowledge of Social Networking sites and web technologies and popular apps.

Skills and Attributes:

  • Demonstrated excellence in English; verbal and written communications; interpersonal, organizational and customer service skills.
  • Demonstrated ability to work with limited direction as part of a team.
  • Ability to organize and schedule work despite constant interruptions.
  • Good and accurate keyboarding skills.
  • General understanding of library operations and processes.
  • Ability to lift and move up to 44 lbs.
  • Familiarity with American Sign Language (ASL) is an asset.
  • Effective ability to interact with others and deal with situations in ways that respect diverse backgrounds, experience, and styles.
  • Flexibility in adapting to change and in participating in consultative decision-making processes.

About Us:

George Brown College is a leading institution in Toronto, renowned for its inclusion, excellence, relevance, impact, and leadership. We offer hybrid work opportunities, a competitive pension plan, generous holiday and vacation time, a tuition assistance program, discounted rates for employees taking Continuing Education courses, and an equitable work environment where everyone matters.

George Brown College is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

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