IT Support Technician - Guelph, Canada - Upper Grand District School Board

Upper Grand District School Board

Verified Company

Guelph, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Code: 23OCT26

Office Clerical Technical

IT SUPPORT TECHNICIAN

The Upper Grand District School Board(UGDSB) employs approximately 4,000 dedicated staff who serve more than 35,000 students attending a variety of programs across 65 elementary and 11 secondary schools as well as continuing education and adult learning centres in the counties of Dufferin, Wellington and the City of Guelph.

The UGDSB covers the ancestral and treaty lands of the Mississaugas of the Credit, the Six Nations of the Grand River, and Saugeen Ojibway Nation.

First Nations, Inuit, and Métis peoples, and all other Indigenous peoples
Persons of marginalized sexual orientations, gender identities, and gender expressions
Members of groups that commonly experience discrimination based on race, ancestry, ethnicity, colour, religion and/or spiritual beliefs, or place of origin
Persons with visible and/or invisible disabilities

At UGDSB, we recognize that many of the identities listed above do not exist in a single form and are often intersecting with multiple identities, which can be complex and create unique experiences for applicants.

We value the contributions that each person brings, and are committed to creating and maintaining an environment where everyone can participate fully, thrive, and reach their full potential.

The Upper Grand District School Board invites qualified applicants for this
Full Time, 1.0 FTE Temporary position until August 31, 2023 with a possibility of extension.

This is a blended work model and duties will commence as soon as possible.

LOCATION:
GuelphBoard Office (500 Victoria Road N, Guelph, ON, N1E 6K2)

HOURLY RANGE:
$25.83 to $32.29 per hour

FTE/HOURS:1.0FTE (35 hours per week)

BOARD INFORMATION:
OCT Union, 12-months per year

EXPECTATIONS:

Representatives of the Information Technology Team:

Provide everyone a great user experience
Resolve issues on first contact
Own issues and seek the necessary resolutions
Learn and adhere to IT Service Management processes and procedures
Track and log 100% of all issues and requests, 100% of all scheduled and proactive work and document 100% of all workloads, processes, and procedures
Strive to improve all IT processes and standards daily
Strive to learn and stay current with industry technologies, processes, and procedures
Develop and share IT best practices with peers
Support and help all IT peers with workloads and learning
Participate in IT deployment and feasibility projects with the senior team
Strive for a Team approach to support and customer service

RESPONSIBILITIES:

Provides 2nd level troubleshooting of UGDSB Microsoft M365 Platform, servers and their associated operating systems and software.
Provides Microsoft Active Directory and Azure AD administration and group management
SharePoint Online Platform. Assist in supporting Sharepoint Administrators in documentation duties (knowledgebase article adds, changes, deletes, etc.) and migration services.
ITIL Platform. Assist in supporting ITIL Platform Administrators in documentation duties (knowledgebase article adds, changes, deletes, etc.) and provide guidance in this area to improve customer experiences on an asneeded basis.
Project Work: Work on special assignments and projects, such as new product rollouts, and balance project work with daytoday problemsolving responsibilities; perform routine assignments (e.g., report generation) according to predetermined schedules.
Monitors ticketing system
Works with other IT groups on critical problems
Provides a high level of IT remote support using remote management tools, processes, procedures and equipment for customers at any School Board location
Helps to develop and document IT best practices and processes using the UGsupport (TopDesk) Service Management software
May require travels to Schools / Board sites to perform onpremises duties as needed
Additional hours and Overtime may be required beyond the regular scheduled hours
Other duties as assigned at any school location or Board office

QUALIFICATIONS:

A University Degree, College Diploma, or IT certifications and technical support experience, or a combination of formal education and experience as deemed satisfactory to the Board
Minimum of (1) year IT experience supporting clients in person, by phone and/or using Remote management tools in addition to programming, software development, and system automation
Demonstrated strong interpersonal skills to support positive, courteous, and friendly interactions with customers, colleagues, and other technical staff
Customer service and Quality/Continuous Improvement training and experiences would be an asset
Microsoft Certified IT Professional (MCITP), A+, Network+, GAFE/Google G-Suite certifications preferred
Experience with Microsoft PowerShell, DEVOPS and programming languages preferred
Experience in the delivery and management of Microsoft Active Direc