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Help Desk Supervisor

2 months ago

Toronto, Ontario, Canada York Region District School Board Full time
Job Summary

The successful candidate will be responsible for the overall functionality and direction of the Help Desk, ensuring all student and employee requests are dealt with in an efficient and effective manner. They will also support the Board of Governors portal and file sharing needs.

Key Responsibilities
  • Provide technical hardware and software support for student and staff Mac laptops, Windows computers, printers, iPads, and smartphones.
  • Configure and manage profiles and iOS applications on approximately 150 iPads.
  • Perform imaging and updating of all SMLS laptops (staff and students) over the summer and throughout the year as needed.
  • Manage assets (Mac/Windows PC/iPads, etc.) in Web Help Desk with assets tied to user accounts via serial numbers.
  • Configure and maintain Apple School Manager (all MacOS devices) and JAMF Pro MDM for imaging and updating Apple devices (iOS/MacOS).
  • Build application packages via Casper for specific application deployments (Cisco Umbrella, Sophos EDR, Adobe Creative Cloud products, etc.).
  • Configure printing devices and drivers for all devices (Mac and Windows).
  • Manage users in PaperCut print queue server and configure Canon photocopying accounts for staff.
  • Administer Service Desk ticketing server (creates new users, adds assets, manages incoming IT requests, delegates tickets to other IT staff where necessary).
  • Manage IT Help Desk supplies and peripherals, recommends new purchases to the Director of IT.
  • Provide audio/video support and configuration – projectors, Epson Brightlinks, RevTouch interactive displays, audio equipment, presentation setups.
  • Assist in administering Google Workspace for Education (Gmail, Calendar, Drive, etc., including user accounts, access, groups, etc.).
  • Research and test new versions of operating systems, applications, and hardware for future hardware and software deployments.
  • Troubleshoot general technical issues for staff, students, and SMLS community.
  • Troubleshoot, manage, and maintain specific systems such as MDM (JAMF Pro), Apple School Manager, Papercut print queue server, Google Workspace for Education, Adobe Creative Cloud, Apple Caching Server, Blackbaud Education Management suite (MySMLS).
  • Troubleshoot, manage, and maintain the SMLS phone system.
  • Troubleshoot, manage, and maintain iPads (iOS and app deployment).
  • Be an escalation point for more complex technical issues.
  • Oversee IT-related projects such as annual system upgrades, migrations (on-prem to Cloud/SaaS), audio/video presentation setups.
  • Summer laptop upgrade/deployment lead: student/staff laptop upgrade and deployment (approx. 700 laptops), ensure accuracy of configuration, ensure completion at specified timeframe (September), troubleshoot upgrade-related technical issues, iPad management and deployment (approx. 150 iPads).
  • Window devices, deployment, troubleshooting, and maintenance.
  • Tracking and inventorying SMLS devices.
  • Coordinate with external repair shops for hardware-related issues.
  • Coordinate with vendors for specific support and/or issue resolution.
  • Manage supplies and peripherals, order as needed.
  • Conduct project brainstorming and research sessions with the IT Department.
  • Provide IT training for the Help Desk/IT Dept.
  • Managing ticketing system: monitoring and assign IT support tickets accordingly, reviewing tickets resolutions to ensure quality and accuracy, manage users, and manage inventory.
  • Generate and analyze reports for various business needs.
  • Develop proper documentation for troubleshooting and system maintenance procedures.
  • Identify technical inefficiencies in systems workflow.
  • Ensure projects are completed in the timeframe specified and within the budget.
  • Stay up to date with the latest IT trends and practices.
  • Identify opportunities for improvement, efficiencies, trends, and/or issues for the Help Desk.
  • Provide regular updates on Help Desk operations and projects to the Director, IT.