Help Desk Technician - Hamilton, Canada - Mohawk College

Mohawk College

Verified Company

Hamilton, Canada

4 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Help Desk Technician - Appendix D/Temporary Assignment (September May 2024) Status**:Appendix D/Temporary Assignment (September May 2024)

Hours:
Monday to Friday; 37.5 hours/week (evenings & weekends required on a rotational basis)

Home Campus:
Fennell

Pay Band:
G

Rate of Pay:
$30.87

Posting Date:
August 24th, 2023

Closing Date:
August 30th, 2023 at 7:00pm EST

We support and encourage the contributions of our diverse employees.

Supported by a new strategic plan we are committed to nurturing an equitable, diverse and inclusive environment for everyone who learns and works at Mohawk.

We believe the rich diversity among our students and the communities we serve should be reflected within our workforce.

As educators we believe it is important to act and show leadership in advancing the principles of equity, diversity and inclusion in our community.

Mohawk College is currently recruiting for our next

Helpdesk Technician

This position provides front-line/ tier 2 technical support and assistance to academic and administrative computer Clients (client refers to the students, academic staff, support staff, administrative staff and non-College delegates) By reducing the "downtime" associated with computer and network failure, the incumbent provides an essential service to the College, directly supporting classroom instruction in the computer laboratories and enhancing the productivity of administrative staff by providing information technology tools and support.

The position requires rotation between the call centre, ticket triaging, field services and the Walk-up Service Desk. The position also requires rotation between the various campuses every few months.

To be compliant with the Acceptance of Payment Card Policy and PCI Requirements, this position is required to provide a Police Check prior to the commencement of employment.

This position requires home internet that is adequate for providing ticket triaging and phone support while working from home with college supplied computer hardware.

RESPONSIBILITIES:

The duties of this position will include, but are not limited to the following:

Service Request and Incident Determination and Resolution
This tier 2 routine support is governed by procedural documents available to all IT Service Desk staff.

Diagnoses and resolve hardware or software issues on academic and administrative computer workstations, peripherals and network connections, etc.
Supports students with technical issues related to remote learning, faculty with technical issues related to remote or in class teaching, and all staff with technical issues related to working from home or the office.
Fulfills academic and administrative Service Requests logged in Cherwell either remotely or onsite.
Provides remote support using remote support tools such as Bomgar and Teams.
Works with or escalate tickets to Tier 3 teams to resolve issues or fulfill service requests as defined in workflow documentation.
Arranges 3rd party warranty service repairs, units may be shipped to the vendor for service or parts may be shipped onsite to be installed by you. Tracks all work and customer interactions as work notes in Cherwell.

Workstation Installs

Physically installs, sets up and secures computer workstations in classrooms, labs and employees offices.
Installs components, loads software images, performs local software installations, connects and tests peripherals, performs required troubleshooting.
Tests, installs and configures software on academic and administrative workstations.

Computer Workstation Networking

Installs, tests and troubleshoots computer workstation network hardware and software such as network interface adapters.
Connects temporary switches for rebuild process.

User Support

Provides telephone support to clients.
Works to resolve problems relating to the access, configuration or proper operation of computer hardware, software and college issued cell phones.
Adheres to standards of customer service, as defined by the Manager, IT Service Desk.

Audio Visual

Provides the frontline service for instructors in classrooms when problems arise with audio visual (A/V) equipment and demonstrates and instructs clients on the use of data video projectors, digital video cameras, allinone computers A/V carts and other A/V equipment.
Maintains an inventory of A/V equipment and provides the equipment on loan to clients.
Sets up and tears down of Public Address (PA)/AV systems for special events.

Server/Account Administration
Under the direction of the server group, or the assigned Lead or Supervisor: