IT Support Desk Analyst/ad Administrator

**About Durham College**:
Durham College (DC) is leading the way as a post-secondary institution, offering an innovative and transformative student experience and hands-on learning opportunities. With this focus top of mind for our students and our employees, DC is proud to be one of the fastest-growing colleges in the province and annually ranked as one of the GTA’s Top 100 employers.

The 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, justice, media, art and design.

With a focus on experiential learning, DC graduates are known for having the skills and knowledge employers need. More than 104,000 alumni represent the college, both locally and around the world.

Serving the Durham Region and Northumberland County communities for over 50 years, with campuses in Oshawa and Whitby, the college offers over 12,500 full-time post-secondary and apprenticeship students access to more than 145 full-time post-secondary programs - including four honours bachelor degrees and nine apprenticeship programs. Led by over 1,860 full
- and part-time staff, DC has an estimated annual economic impact of more than $913 million on Durham Region.

**DUTIES AND RESPONSIBILITIES**:
The incumbent will be responsible for providing 1st level technical support at the IT Service Desk and 2nd level service and support of Microsoft Exchange administration. They will receive direction from the management of both the Service desk and Client technologies respectively.

In providing 2nd level AD account administration, the incumbent will respond to assigned tickets originating from the IT Service Desk, providing clear & concise technical support on all Durham College and Ontario Tech IT related issues with immediate resolution and provide prompt follow up. Escalate all other calls to their respective support analysts via call logging system and phone. Log all service requests in the call logging system as per procedures and create reports as requested.

**ITSM (IT Service Management) Ticket Management**:

- Required to log all service and problem requests in the call logging system with the appropriate technical analysis as per departmental procedures.
- Respond to assigned tickets, providing clear & concise technical support on all Durham College and Ontario Tech IT related issues with immediate resolution and provide prompt follow up.
- Escalate all other calls to their respective support analysts via the ticketing system and phone.
- Creating reports as requested.

**1**st** 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.

**Active Directory Support**:

- Responsible for creating and maintaining Windows user accounts for Durham College & Ontario Tech University Active Directory (AD).
- Provides on-going maintenance for Durham College & On Tech University Active Directory.

The scope of this function covers account creation and maintenance, processing a high volume of account requests annually for each organization including FT, PT and contract employees within Active Directory.
- Creates, modifies: user accounts, security groups and distribution lists to protect company proprietary information.
- Processes user account transfers updating required fields, to ensure user accessibility.
- Fields access related support issue questions from users and support 1 and 2 ITS staff to provide assistance when trouble-shooting access related issues.
- Provide training to first level support as required to ensure coverage backup.
- Ensures compliance with ITS regulations and policies.
- Exercises computer proficiency, troubleshooting skills, customer service, time management, and teamwork.

**General Desk 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.
- Create technical information, notes, user guides for internal or customer use if required.
- Creation of shared mailboxes, di