Service Desk Specialist

_Algoma University is committed to undoing systemic and institutional discrimination and being publicly transparent and accountable. Diversity, equity, and inclusion are fundamental to our _Special Mission_. In keeping with the Seven Grandfather teachings that are the core values that inform our decisions as an institution, we are committed to creating a welcoming, inclusive, respectful, and safe environment where everyone belongs. We live these values through the strength and richness that diversity brings to our workforce and welcome contributors from equity-deserving groups including: Indigenous Peoples, Black and racialized persons, women, Persons with Disabilities, 2 Spirit, Lesbian, Gay, Bisexual, Transgender, and Queer persons._

**Job Title**:
**Service Desk Specialist**:

- Staff Bargaining Unit_

**Position Status**:
Permanent, Full Time (35 hours/week)
OSSTF

**Department**:
Innovation & Technology (ITS)

**Supervision Received**:
Manager, IT Service Operations

**Supervision Exercised**:
Student Assistants

**Location**:
**Number of Positions**:
Greater Toronto Area (GTA), ON

1

PRIMARY FUNCTIONS:
A.

Service Desk

50%

B.

D. Imaging 10% 10% entory Control 10%

**TOTAL 100% **aining 5%10%

E. Training 5%

F. Administrative Duties 5%

G. Other Duties 10%

**TOTAL**

**100%**

The primary function of the Service Desk Specialist is to provide technical assistance and support related to computer systems, hardware, or software. The incumbent will also respond to queries, run diagnostic programs, isolate problems, and determine and potentially implement solutions. This position processes purchase orders and is responsible for purchasing goods and services as requested by the ITS team, as well as maintaining the inventory of goods and services. This person will aid in imaging computer systems for transition to operations, and will also be responsible for assisting all customers with questions about any of the University’s supported software and computing platforms. Other duties include installing/configuring software/hardware and assisting in providing training.

**RESPONSIBILITIES**:
**Service Desk (50%)**

Student computer labs and printers
Classroom computers and audio/visual equipment
External clients as required
- Troubleshoot reported problems, record incidents, document resolutions or escalate as required.
- Research problems using various resources; work with senior staff and other consultants.
- Utilize the ITS work order system to track service calls.
- Ensure the needs of internal clientele are met and ensure a timely response.
- Create and maintain faculty, staff, and student accounts.
- Create faculty, staff, and student ID cards using the campus access control system.
- Assign access levels to ID cards, and provide card and event history reports.
- Oversee the sale of Service Desk products and services, such as print quota, computer equipment, and phone cards.
- Assist senior ITS staff with the implementation and support of software packages as required.
- Provide training to Service Desk assistants.
- Prioritize, assign, and coordinate tasks to Service Desk assistants.
- Provide support for Learning Management Systems (LMS).
- Provide support for streaming clients.
- Provide support for virtual private network (VPN) connections and issues.
- Provide support for remote desktop (RDP) connections and issues.

**Inventory Control (10%)**
- Work with the Systems and Network Administrator to optimize inventory control procedures.
- Examine the levels of supplies and materials to determine shortages.
- Document daily deliveries and shipments to update inventory.
- Prepare reports on inventory operations, equipment levels, and adjustments for the Systems and Network Administrator.
- Evaluate new inventory to ensure it’s ready for shipment.
- Perform daily analysis to predict potential inventory problems.
- Order new supplies to avoid inefficiencies or excessive surplus.
- Analyze different suppliers to obtain the best cost-effective deals.
- Recommend an inventory of parts for emergency repairs.
- Aid in the procurement of assets.

**Purchasing (10%)**
- Process purchasing requests from IT Team.
- Researching and comparing suppliers, goods, and services.
- Selecting the most suitable suppliers in terms of reliability, product quality, and cost-efficiency.
- Monitoring inventory levels and determining purchase needs.
- Requesting cost proposals and negotiating contracts and prices.
- Preparing and processing purchase orders.
- Maintaining records of all transactions, purchase orders, receipts, and payments.
- Scheduling and verifying purchase deliveries.
- Building and maintaining positive, long-term supplier relations.

**Imaging (10%)**
- In coordination with the Systems and Network Administrator, order technology based on user needs.
- Prepare systems for imaging including, but not limited to upgrades, repairs, and cleaning.
- Ensure proper system builds.
- Deploy systems.
- Audit images