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Title Employee Help Desk Support Technologist (Contract)
Job ID 13S-1011
Division/Department Information Technology Services (ITS)
Campus/Site Newnham
Job Classification Support
Job Type Appendix D
Position Overview Employee Help Desk Support Technologist
(Appendix D/ Temporary Assignment until September 6, 2013)

Reporting to Manager, Service Desk, incumbent is responsible for providing college-wide technical, academic/administrative computer support to all College faculty and staff through in-person, telephone and web-based support. The incumbent responds to requests for hardware, software and communications inquiries and offers a cohesive group of services to assist in educating and empowering Seneca’s faculty and staff and in the use of technology. The Service Desk Support Technologist supports all levels of Seneca personnel, also identifies needs, develops and provides training in the use of College systems such as College e-mail services, calendar, SeneNet, Password Services, etc. S/he also maintains documentation of incidents, problems and resolutions – resolves technical incidents as received and/or escalates calls appropriately and serves as first point of contact for ITS. Utilizing remote control access utilities, troubleshoots a computer through the college network to review the computer’s information, logs and data and runs updates or fixes as required. The incumbent frequently resolves problems remotely and supports clients through one-on-one support at client’s location (all campuses) where appropriate (e.g. Subject Outline posting, new services support) and creates support material for hand-out and/or web support.
Responsibilities • Provides Service Desk hotline technical support for computer-related problems serving as the first point of contact for all ITS related service matters, serves as subject matter expert for IT services, provides first and second level support in person, via the web or telephone, tracks service calls to point of resolution, documents resolutions.
• Acts as a consultant through the provision of college-wide technical support and analyzes and corrects client problems that can involve software incompatibility, hardware malfunction or user oversight.
• Uses remote control software to remotely access and diagnose and repair a computer.
• Escalates incidents as needed and ensures that the matter is resolved to the satisfaction of the client.
• Logs and resolves client calls, stores client information, tracks equipment performance and generates detailed reports on Service Desk productivity.
• Ensures that calls are responded to in a timely manner following ITS Service Standards and that escalated and urgent calls are dealt with immediately. Broadcasts information to relevant parties and updates notices.
• Provides exceptional customer service to clients, including communicating the priority number of the problem, the log/tracking number and estimated time to resolution. Follows through on calls through ITIL Service Desk standards.
• Supports client’s home access to the College – through various ISPs (or dial-up to the College) – supports personally owned computers.
• Provides support for college e-mail and calendaring services; file transfer; provides support and accounts to online learners/faculty.
• Enables, disables, deletes, re-enables accounts as appropriate; provides clients with support.
• Identifies new requirements for staff training, develops training material and facilitates training and/or orientation sessions on ITS services including e-mail, calendar, subject outline posting, quarantine service, password service and other ITS services and utilities.
• Other duties as assigned.
Qualifications • Minimum of 3 year Diploma / Degree in computing is required or equivalent education and experience.
• Minimum of 3 years is required with current knowledge and experience based on the fundamentals of application software.
• Extensive knowledge of current microcomputer hardware and software is required.
• Technical knowledge requires vendor and other training courses.
• A high degree of organizational skills.
• Ability to communicate both verbally and in writing with administrative, faculty or support staff at their level of computer literacy, which ranges from novice to advanced users.
• Ability to understand and investigate problems, applying fundamental principles where needed for rectification.
• Detailed knowledge of the workings of Novell Netware, MSDOS, Windows and MAC operating systems.
• Ability to determine if problems are software or hardware-related.
• Excellent customer service and communication skills, both verbally and written.
• Ability to deal with difficult people in an environment with frequent interruptions.
Hourly Wage Rate Payband J: Start rate $34.14 , Maximum rate $39.58 (Start rate $34.14)
Weekly Hours of Work 35 hours per week. Monday to Friday: 9:00 AM to 5:00 PM (overtime as required)
Required Date As Soon as Possible
Posting Date March 6, 2013 External
Closing Date March 13, 2013
To Apply Click on “Apply Now” below. Applications must be submitted online by the closing date and must include a covering letter and resume (as one document) in Word or pdf format. 
Note: A skills assessment may be administered and proof of degrees, credentials or equivalencies from accredited regional or federal post secondary institutions and/or their international equivalents will be required at the time of interview.
Seneca College is committed to diversity and encourages applications from all qualified candidates, especially aboriginal persons, francophones, members of sexual minority groups, persons with disabilities, visible minorities and women.
We thank all applicants for their interest in this position, however only those selected for an interview will be contacted.
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