Student Support Technolgist - Niagara, Canada - Niagara College Canada

Niagara College Canada

Verified Company

Niagara, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Located in the heart of the Niagara Region - just minutes from one of the world's most well-known tourism destinations - Niagara College offers more than 130 innovative programs between our campuses in Welland and Niagara-on-the-Lake.

Since opening its doors in 1967, Niagara College has grown to become a leader in education and training and one of the most enterprising colleges in Canada.

Responsibilities include, but are not limited to:

Triages, resolves, or escalates remote support calls received via phone, chat, or submitted ticket, and coordinates response of other ITS technical staff where required
Responds to requests for support and assistance for classroom, meeting room, or other computer, audiovisual, and physical security systems
Documents, in ITS ticketing tool, all interactions with clients capturing key information and requests for assistance that require further research and problem solving, including hardware or software issues to be referred to other ITS staff. Identifies recurring issues or user complaint patterns and notifies appropriate ITS staff
Trains and assists student workers with the use of ITS support tools, interfaces, and sources of information required to perform duties
Mentors student workers by demonstrating professionalism, a positive customer service approach, and required trouble shooting techniques
Conducts training for small groups of college users during software rollouts or when specific needs are determined
Assists in further investigation, contacting users or vendors to ascertain and evaluate facts
Creates and updates documentation including website and knowledgebase content for end users, and other ITS staff

Qualifications:

Minimum two (2) year diploma in Computer Programming, Computer Engineering Technician, Information Services, or a related field of study
Proven commitment to client/student service excellence
Strong communication skills with the ability to communicate with nontechnical users on technical topics effectively
Ability to gather information with precision, organize and update tickets/work orders
Excellent time management and organizational skills

We also provide a balance of on-campus and remote work through our recently introduced Remote Work Policy. As a place-based organization all positions will involve some degree of on campus work.

While we thank all applicants, only those selected for an interview will be contacted.

If requested, accommodations will be made to support applicants with disabilities during the recruitment and selection process.