IT Service Technician

The Durham Catholic District School Board is located just east of Toronto and is renowned for providing comprehensive Catholic education to over 25,000 students in 38 elementary schools, 7 secondary schools, and 7 continuing and alternative education centers throughout Durham Region.

**POSITION**: IT Service Technician

**LOCATION**: Catholic Education Centre, ICT Department, 652 Rossland Road West, Oshawa ON, L1J 7C4

**HOURS OF WORK**:Monday to Friday, 7:45 a.m. to 5:00 p.m.

**SALARY**:CUPE SCT Band 8 ($32.64 - $35.46 per hour)

**START DATE**: To be determined

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An IT (Information Technology) Service Technician plays a crucial role in ensuring the smooth operation of an organization’s computer systems and networks connectivity. They are responsible for installing, maintaining, and troubleshooting hardware and software components. Additionally, they provide technical support to employees and Assistive Technology (AT) students and assist in optimizing the use of Board technology (hardware and software).

Under the direction of the Supervisor, Technical Services, and in collaboration with the Consultant for Special Education, the IT Service Technician will prioritize helpdesk tickets for AT students.

**DUTIES AND RESPONSIBILITIES**
- Provide end-user (employees and students) computer-related hardware and software support for Board owned equipment at all Board locations.
- Prioritize IT hardware and software support for AT students.
- Develop and maintain IT Services support documentation and procedures.
- Imaging, configuration and deployment of new and existing hardware: Windows devices, Apple hardware, Chromebooks, and necessary peripheral devices such as AppleTVs, printers, docking stations, headsets and monitors to name a few.
- Identify hardware/software performance issues and recommend solutions to improve efficiency.
- Install and configure Board approved software for employees and students.
- Perform regular software updates to ensure security and system effectiveness.
- Use troubleshooting techniques gained through education and/or experience to diagnose and resolve problems (including repair or replacement of parts).
- Investigate and recommend new hardware/software repair techniques.
- Maintain accurate records of repair and/or hardware failures. Report it to the Supervisor, Technical Service. In the case the device belongs to an AT student, must keep the Coordinator for Assistive Technology informed as well and recommend corrective action.
- Experience replacing cracked screens and related parts on iPads, MacBooks and Chromebooks to name a few.
- Evaluates and pilot new hardware or software and provide feedback for future considerations.
- Perform other duties as required.

**USER SUPPORT**
- Experience working with students with special education needs would be an asset.
- Provide orientation and guidance to users on how to operate new software (e.g. Microsoft Teams, OneDrive, TextHelp) and computer equipment.
- Assist employees and AT student with IT-related problems such as software errors, network connectivity (WiFi), printing issues, etc.
- Collaborate with Consultants of Special Education on future directions, new initiatives and how processes can be improved around assistive technology students.

**RECORDS MANAGEMENT**
- Maintain accurate inventory records of specialized equipment used for student trials and loaners (Asset Management).
- Responsible for keeping accurate hardware inventory of your school in the Asset Management system, including Assistive Technology hardware.
- Identify computer that are end-of-life for disposal where appropriate.

**PREFERRED QUALIFICATIONS**

**REQUIREMENTS AND SKILLS**
- Proven experience as an IT Service Technician or in a relevant position.
- Excellent diagnostic and problem-solving skills collaborating with colleagues.
- Outstanding communication ability.
- Strong organizational and time-management skills.
- In-depth understanding of diverse computer systems and networks.
- Awareness of data privacy principles.
- Experience with Assistive Technology tools, software/hardware would be an asset.

**Experience**
- 2 years College diploma in computer systems technology or equivalent course of study such as recognized IT designations or equivalent combination of related experience.
- Certification as an IT Technician (e.g., CompTIA A+, Apple Certified or Microsoft Certified IT Professional) is advantageous.
- Must have a minimum of three (3) years of hands-on experience in the area of hardware and software installation, configuration, repair, upgrade and maintenance.
- Current experience with productivity software such as Microsoft Office, Teams, Zoom, OneDrive, to name a few.
- Work experience in an education environment is preferred.
- Experience working in a team-oriented, collaborative environment.
- Strong Customer Service skills

**Other Qualifications**
- The ideal IT Service Technician combines technical expertise with strong communication s