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help desk analyst
Title posted on Jobillico - CUPE NTB 570 Help Desk Analyst
Posted on November 19, 2024 by Employer details Hamilton-Wentworth Catholic District School Board
Job details
Career Opportunity <p>CUPE/NTB 570 Help Desk Analyst <p>JE Code - 12<p>Posted November 18, 2024<p>Internal/External<p>Date of Appointment: As soon as possible<p>Reporting to: Manager of ICT Client Services<p>Description: The Helpdesk Analyst will provide technical support and assistance to staff and students within the school board. This role involves troubleshooting hardware and software issues, managing user accounts, and ensuring the smooth operation of IT systems. The ideal candidate will have excellent problem-solving skills, a strong customer service orientation, and the ability to work effectively in a fast-paced educational environment.<p>Key Responsibilities: <p><p> Provide first-level support, manage incidents, and ensure timely resolution.<p> Diagnose and troubleshoot issues, escalate advanced problems, and ensure root cause analysis.<p> Maintain asset records, manage configurations, and ensure accurate documentation.<p> Deliver excellent customer service, communicate effectively with end-users, and manage user expectations.<p> Perform remote installations/upgrades, set up user profiles, and prepare hardware for deployment.<p> Monitor helpdesk systems, manage user accounts, and ensure smooth ICT operations.<p> Ensure urgent issues are brought to a manager's attention and monitor the helpdesk<p><p>system for overdue responses, escalating if needed.<p><p> Prepare support documentation, update technical/user manuals, and create quick reference guides.<p> Participate in project meetings related to user support.<p> Prepare purchase requisitions for new orders and ongoing maintenance contracts.<p> Keep minutes at department and/or project meetings as required.<p> Create and manage/monitor guest Wi-Fi accounts.<p> Perform other duties as required.<p><p>Qualifications: Applicants should possess the following: <p><p> 2-Year College Diploma in Business or Computer Studies preferred.<p> 1-3 years of experience in a helpdesk and/or application, technical support environment preferred.<p><p><p> Ability to diagnose and troubleshoot software, hardware, peripherals, and network connectivity problems.<p> Strong knowledge and experience of Microsoft suite and Office 365.<p> Strong knowledge of Windows and IOS operating systems.<p> Familiarity with network protocols and troubleshooting.<p> Strong diagnostic, analytical, and problem-solving skills.<p> Ability to provide clear, concise directions to end-users.<p> Commitment to excellence in customer service and a desire to continue learning new technologies.<p> Excellent interpersonal and communication skills, both oral and written.<p> Ability to work independently and as part of a team.<p> Strong organizational skills and attention to detail.<p> Experience in an educational environment is an asset.<p> Foundation certification in IT Service Management (ITSM) is an asset.<p> Maturity in handling confidential information.<p><p>Location: St. Mary Catholic Education Resource Centre<p>Salary: Clerical Job Category 6 (C.U.P.E.) ($28.00- $31.17)<p>Last date for consideration: Tuesday, November 26, 2024 at 4:00 p.m. <p>Please include the full posting title within the subject line. The resume must include two (2) Professional References; and a Pastoral Reference Letter is preferred. It must also include an authorization to contact references provided. Thank you to all applicants who submit their application. Please note that consideration will be given to those applicants who submitted a complete package. Only those applicants eligible for an interview will be contacted.<p>Schools and administrative sites within the Hamilton-Wentworth Catholic District School Board (HWCDSB) give witness to the truth that Jesus Christ is the foundation and the heart of Catholic Education and the centre of its community. Central to this vibrant and student focused system is a vision of students as uniquely created in the image of God. This commitment is expressed and realized in the Board's Mission which- LocationHamilton, ON
- Workplace information On site
- SalaryNot available
- Terms of employment Full time
- Starts as soon as possible
- vacancies 1 vacancy
- Source Jobillico #14860309
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