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Title User Service Representative
Division Educational Resources
Category Support Staff
Type Probationary
Incumbent Vacant
Salary $21.91 - $25.37
Band D
Hours 35 hours per week
Campus St. James/Casa Loma/Ryerson
Effective Date ASAP
  • Independently operates the Help Desk Service Counter in the Library Learning Commons (LLC), also known as the Academic Resource Centre (ARC) at the Ryerson Campus.
  • Provides customer service to students and staff; assists users with the optimal use of available hardware and software; maintains hardware; troubleshoots student computer problems.
  • Provides front line support for Identity Management (IDM) and Learning/course Management System (WebCt/Blackboard) 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 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.
  • 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.
  • Collects and compiles monthly statistic related to printing, copying and paper usage for all campuses and reports to Manager, procurement officer and Finance department.
  • Tracks usage and records usage statistics.
  • Prepares and organizes student Photo-ID communication between Ryerson One-Card office, ECE administration office and Registers office for Authorization letters for GBC ECE students.
  • 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.
  • Provides coordination for Ryerson One Card office for Ryerson/GBC student ID card authorization process; monitors and operates the on-line photo submission process and services; updates content of Photo-ID information on Website.
  • Assists Senior User Service Representative with hiring part-time staff, tracks student monitor schedules and activities.
  • Collects and counts money and matches with receipts from ARC.
  • 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 Ryerson but will be required to work at other campuses
NOTE: Hours of work are: Monday ~ Friday 7:30am ~ 3:30pm.
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 # 14-016
Posting Internal
Closing Date February 28, 2014