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Title User Service Representative
Division Educational Resources
Category Support Staff
Type Full-time/Probationary
Incumbent Vacant
Salary $21.48 - $24.87 per hour
Band D
Hours 35 hours per week
Campus St. James
Effective Date ASAP
Duties
  • Provides customer service to students and staff in the Library Learning Commons (LLC); assists users with the optimal use of available hardware and software; troubleshoots basic student computer problems.
  • Provides front line support for Identity Management (IDM) by verifying user accounts and status; assigns temporary passwords; assists users in resetting passwords and reports user problems to the ITS Department and LLC Manager.
  • Assists users in 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 Stu-View and OSAP application systems.
  • Answers directional and ready reference questions while referring research questions to the online virtual reference service or to senior library staff.
  • Monitors printers/scanners/plotters, replenishes toner and paper, and collects printing fees.
  • Tracks usage and records usage statistics.
  • Monitors client activities and maintains an optimal learning environment in the LLC by ensuring that users are making appropriate use of computing resources, enforcing LLC policies when required, and by reporting operational complaints to the LLC Administrator and/or the Manager.
  • Conducts regular maintenance and sets up the LLC computer hardware and other equipment under the direction of the User Service Technologists.
  • Distributes/circulates a wide variety of resources; books group study rooms.
  • Takes photo-id photographs; prints and distributes cards to students.
  • Other related duties as assigned.
Qualifications
  • Two year diploma from a recognized post-secondary institution in Information Technology (IT), Computer Technician or equivalent; recognized IT training and certificates (e.g., A+) are assets.
  • Minimum of two years’ experience in the maintenance and support of computer software, hardware and peripherals, and audio-visual equipment.
  • Demonstrated knowledge of office productivity software (Word, Excel, PowerPoint, Outlook, Access, Internet, etc.); working knowledge of wireless technology.
  • Good and accurate keyboarding skills.
  • General understanding of library operation and processes; proven ability to stay current on computer operating systems and technology trends.
  • Demonstrated excellence in English verbal and written communication, interpersonal, organizational and customer service skills.
  • Demonstrated ability to work with limited direction as part of a team.
  • Ability to prioritize work and work under pressure with frequent interruptions.
  • Ability to lift and move up to 44 lbs.
  • Work experience in a library/computer lab environment and working knowledge of Library Information Systems are assets.
  • 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: Shifts may change based on operational schedules; ability to work overtime.
Hours of work: Monday to Friday 2pm – 10pm
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
To apply 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.
Competition # 13-015
Closing Date March 1, 2013