Description:
- Provides Tier 1 Level IT support and assistance for a wide variety of computer software, hardware printers, scanners and mobile devices, AV equipment and other learning resources.
- Gathers information, determines user issue, and analyzes the symptoms and identifies the underlying issues.
- Demonstrates the use of desktop applications and web/internet applications including the Library Catalogue and demonstrating use of computer hardware and AV equipment available to LLC clients.
- Demonstrates and assists in correct use of equipment including AV equipment in the student project/group room and other areas as required.
- Provides support for the student administrative system; provides assistance to users of the College’s on-line services and applications such as the Learning Management System.
- Provides technical support for on-line OCAS application systems issues for prospective students on request; refers queries regarding the application process and eligibility to appropriate staff in the Registrar’s Office.
- Recommends software available at the centre that will be suitable for student needs for their work, appropriate anti-virus, and anti-spyware to protect student laptops or home computers, and other useful software for their academic work that will be compatible with the LLC.
- Understands user needs and provides ready reference and directional information, referring the user to the appropriate department and/or staff member, and informing the user of the correct course of action.
- Ensures the provision of timely and accurate information upon request and communicates in an efficient, professional, and service-oriented manner.
- Explains and interprets LLC policies and/IT User policies and applies them in a consistent and courteous manner.
- Uses the LLC’s Integrated Library System to circulate library materials in all formats to users, including mobile devices.
- Conducts regular maintenance and sets up the Learning Common’s computer hardware and other equipment under the direction of the User Service Technologists.
- Participates in training and provides training and job shadowing for new part-time staff.
- Performs other related duties as assigned.
What qualifications do you need for this role?
- Two year diploma from a recognized post-secondary institution in Information Technology, Computer Technician or equivalent; current CompTIA A+ certification is required.
- Minimum two years’ of practical experience working in a high volume customer service environment at a Helpdesk or in an IT service environment providing Tier 1 technical support on computer software, hardware and audio visual equipment, and troubleshooting on user’s personal devices.
- Technical knowledge to diagnose and troubleshoot Windows and Mac operating systems as well as those related to common software such as MS office, Adobe products, and Internet applications.
- Extensive knowledge of WiFi, and network technologies.
- Knowledge of consumer hardware, especially mobile devices, Printer, and operating system.
- Knowledge of Social Networking sites and web technologies and popular apps.
- Excellent customer service skills.
- General understanding of library operations and processes 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 over 44 lbs. (personal computers, books, periodicals and PC deployment etc.).
- Demonstrated commitment in delivering excellent service to others as this is key in supporting the success of our students and our College.
- Strong communication, collaboration, teamwork and people skills.
- Effective ability to interact with others and deal with situations in ways that respect diverse backgrounds, experience and styles.
- Flexibility in adapting to change and in participating in consultative decision-making processes.