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Title User Service Representative
Division Educational Resources
Category Support Staff
Type Temporary
Incumbent Vacant
Salary $21.91 - $25.37 per hr (35 hrs per week)
Band D
Campus St. James
Effective Date Sept. 1, 2014 to Aug. 31, 2015
  • Provides customer service to students and staff in the Campus Library Learning Commons (LLC); assisting users with the optimal use of available hardware and software; maintains hardware; troubleshoots student computer problems, printing, scanning, and refers complex problems to senior technical staff.
  • Provides front line support for Identity Management (IDM) and Learning/course Management System (Blackboard) by verifying user accounts and status; assigns temporary passwords; assists users in resetting passwords and reports user problems to the college’s Helpdesk, Learning Innovation Department and LLC Manager.
  • Assists users setting up their personal laptops to connect to the College’s wireless network and wireless printing set up in the LLC; assists users in accessing and using their student e-mail account.
  • Helps users access a wide variety of computer-based learning resources and administrative systems such as the WEB registration and OSAP application systems.
  • Recommends software available at the centre suitable to students’ needs.
  • Answers directional and ready reference questions while referring detailed, in-depth research questions to the online virtual reference service or to senior library staff.
  • Monitors client activities and maintains an optimal learning environment in the LLC by ensuring that users are making appropriate use of computing resources, enforces LLC policies when required, reports operational complaints to the Library Service Coordinator and/or the Manager; maintains the cleanliness of the centre.
  • Tracks usage and records usage statistics.
  • Remains current with the basic functioning of software applications available for student use in the LLC.
  • Distributes/circulates a wide variety of learning resources, including books and reserve materials, and student-use audio-visual equipment; demonstrates correct usage of equipment.
  • Monitors printers/scanners/plotters, replenishing toner and paper and collects printing fees.
  • Take photo-id photographs, prints and distributes cards to students.
  • Assists Senior User Service Representative with tracking student monitor schedules and activities.
  • Conducts regular maintenance and set up the Learning Commons computer hardware and other equipment under the direction of the User Service Technologists.
  • Performs other related duties as assigned.
  • Two year diploma from a recognized post secondary institution in Information Technology, Computer Technician or equivalent.
  • Minimum of two years’ experience in the maintenance and user support of computers, application software, hardware, peripherals and audio-visual equipment in a library/computer lab environment; working knowledge of Library Information systems and general understanding of library operation and processes. Recognized Information Technology training and certificates are assets.
  • Demonstrated knowledge of office productivity software (Word, Excel, PowerPoint, Outlook, Access, and Internet); accurate keyboarding skills and working knowledge of wireless technology.
  • Proven ability to stay current of computer operating systems and technology trends.
  • Demonstrated excellence in English verbal and written communications, interpersonal, organizational and customer service skills.
  • Demonstrated ability to work with limited direction as part of a team.
  • Displays punctuality and the ability to prioritize work and work under pressure with frequent interruptions.
  • Ability to lift and move up to 44 lbs.
  • Familiarity with American Sign Language (ASL) is an asset.
  • Ability to work in an environment where a diversity of people and situations are encountered.
Note: This position will be located primarily at St. James but will be required to work at other campuses.
NOTE: Hours of work are: Monday ~ Friday 11:00am ~ 7:00pm.
Shifts may change based on operational schedules. Must be able to work overtime.
Interview process may consist of a practical skills component.
The College requires proof of degrees, credentials or equivalencies from accredited regional or federal post secondary institutions and/or their international equivalents. Credentials may require validation at the time of interviews.
To Apply
Please submit a covering letter and resume combined in one (1) document.
Preference will be given to qualified internal candidates in accordance with the applicable collective agreement. Should a suitable candidate not be found, external candidates will be considered.
George Brown College is dedicated to employment equity and encourages applications from women, persons with disabilities, racial/visible minorities and aboriginal peoples. George Brown College is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). The Human Resources representative responsible for the recruitment for this position will work with applicants requesting accommodation at any stage of the hiring process.
Competition # 14-113
Posting Internal
Closing Date August 22, 2014