Support Specialist

**Support Specialist (G) -Secondary**

**Information Technology Services (ITS)
**_Applicants will be considered in the following order:_***

**_1) Qualified probationary, temporary and Temporary Hourly Rated (THR) ESS/OSSTF employees._**_ _**

**_2) Qualified external applicants (includes employees from other Bargaining Units)_***

**_Responsibilities _**
- Work with IT leadership to identify, recommend, develop, implement and support cost-effective technology processes and support.
- Create, maintain, and contribute to support documentation on Client Services procedures, processes, standards, activities, records, and staff development.
- Develop user guidelines, documentation and reference manuals.
- Monitor and utilize IT dashboards & monitoring tools.
- Lead and/or participate in a variety of IT projects.
- Communicate clearly and professionally in a positive, tactful, and diplomatic manner.
- Work cooperatively as a member of the ITS team to fulfill the mandate and goals of the department.
- Other duties as assigned by the Information Technology Management team

**_Qualifications_***
- A minimum of a 2 year Community College diploma is required.
- 3 years of experience in a large ITS or Educational organization with the demonstrated ability to:

- Provide effective customer service
- Lead teams, projects and manage process
- Prioritize, and problem solve to meet deliverable timelines and quality assurance
- Work independently with mínimal supervision and direction
- Administer and maintain system databases
- Demonstrated proficiency in:

- A form of adult training delivery
- Migrating data through formats and conversions using various software tools
- Organizational and soft skills (interpersonal and communication) with the ability to deal pleasantly and tactfully with clients in stressful situations
- Project coordination skills and experience with Service Desk ITIL processes
- Initiative and forward thinking demonstrated by continued professional development.
- Must have a valid driver’s license and access to a reliable vehicle.
- Ability to perform the physical demands of the job including regular and consistent bending, reaching above shoulder level, standing for extended periods of time, moving equipment, pushing and pulling objects weighing in excess of 20pounds, and lifting objects above shoulder level with assistance
- Must be familiar with Aspen
- Must be proficient in scheduling
- Secondary experience is required

**Applicant Self-Identification Form**

The information collected on this form is used to monitor WRDSB’s progress toward our equity goals including our commitment to diversity in WRDSB recruitment and hiring practices.

The Waterloo Region District School Board is committed to equity in employment. We are committed to fair and equitable hiring practices that allow us to hire qualified staff who reflect the diversity of the community we serve, who will foster the success and well-being of our students and who demonstrate a commitment to equity and inclusion in the classroom.
- First Nations, Métis and Inuit peoples, and all other Indigenous peoples;
- members of groups that commonly experience discrimination due to race, ancestry, colour, religion and/or spiritual beliefs, or place of origin;
- persons with visible and/or invisible (physical and/or mental) disabilities;
- persons who identify as women; and
- persons of marginalized sexual orientations, gender identities, and gender expressions.

**_ Upon request, we will provide reasonable accommodations in the hiring process to support applicants with disabilities. _**

**_No phone calls please._