IT Support Desk Analyst

**About Durham College**:
Durham College (DC) is a leading post-secondary institution that supports students to develop career-ready skills for the ever-changing job market. With a focus on experiential learning, led by expert faculty, through field placements, applied research, co-ops and other hands-on opportunities, DC grads are known for having the skills and knowledge they need to adapt to the ever-changing workforce.

A leader in innovative teaching and learning, Durham College offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, media, art and design.

Our modern campuses in Oshawa and Whitby offer 145 programs - including six honours bachelor’s degrees and nine apprenticeship programs - to more than 13,700 full-time post-secondary and 2,300 apprenticeship students. In addition, more than 14,600 students participate in professional and part-time learning. More than 110,500 alumni represent the college, both locally and around the world.
A forward-looking organization committed to collaboration, innovation and sustainability, Durham College is ranked annually as one of the GTA’s Top 100 employers and one of Canada’s Greenest Employers and has been recognized as a Top 50 Research College in Canada, 10 times. DC has an estimated annual economic impact of more than $913 million on Durham Region and is proud to be an active and engaged member of the communities we serve by contributing resources and expertise to enhance social and economic well-being through partnerships, investments and collaboration.

**DUTIES AND RESPONSIBILITIES**:
A key initiative is to ensure that service levels are met when responding to and resolving assigned calls, targeting 80% of all calls being resolved on the first contact with customer. This requires coordination and communication between clients, 2nd and 3rd level IT support, as well as 3rd party vendors if necessary.

**1st Level Technical Support and Service**:

- Provide critical system monitoring and first line support for the Durham College (DC) and Ontario Tech (OT) user community, providing thorough and concise technical support with immediate resolution where possible to clients.
- Provide escalation for all calls to their respective support analysts via call ticketing system and phone.
- Support mobile computing technology, including Wireless, smartphones, Windows & Apple/MAC laptops.

**Trouble Ticket Management**:

- Required to log all service and problem requests in the call logging system with the appropriate technical analysis as per departmental procedures.
- Review trouble tickets and report on trends to 2nd or 3rd level or management teams.

**General Duties**:

- Required to perform a range of general duties in the technical area as required from time to time, such as laptop distribution, administration of technical student information, asset tracking and logging etc.
- Adheres to and effectively communicate established process & procedures to clients when necessary.
- Required to work off hours when necessary to address issues, problems, or projects. May be required to be on call, work rotating shifts and work overtime when necessary.
- Required to document technical information, notes, user guides for internal or customer use if required.
- May be required to provide assistance with Active Directory & Exchange administrative tasks.

**Technology Research**:
**Meetings**:

- Attend IT related meetings to understand user needs and all departmental.

**Cross Training**:

- Deliver cross training to other technical staff when required.

**QUALIFICATIONS**:

- A minimum of a 3-year diploma or degree is required in Information Technology or Business Administration.
- A+ Certification is required.
- A Minimum of five years related work experience in Information Technology and dealing with the public.
- A minimum of two years 1st level support in a network environment.
- Well-developed problem-solving skills in order to identify problems determine possible solutions and select the appropriate action.
- Able to cope under high pressure and constant changes in priorities.
- Excellent interpersonal skills and proven ability to work well with users.
- Strong critical thinking, analytical, organizational and decision-making skills.
- Familiarity with Banner, MyDC, MYOntariotech would be an asset.

**Required Skills**:
Payband: H ; Salary: Starting Rate: $35.06; Four Year Rate: $40.71

Required Experience

Hours: 35 hours per week (1) one hour lunch; Mon - Fri (shifts between 7:30am - 11:00pm). Weekends (shifts between 9:00am - 4:00pm). Shifts will be scheduled in accordance with these hours.