George Brown College User Service Representative – Student Helpdesk Casa Loma Temporary in Toronto, ON

George Brown College

Branch Toronto ON CA

User Service Representative – Student Helpdesk Casa Loma
Toronto, ON

Participates in special photo-ID sessions and other departmental events and projects. Ability to work in an environment where a diversity of people and…

Provides excellent customer service to students and staff in the Library Learning Commons at Casa Loma Campus; determines users’ issues, provide Tier 1 level IT support and troubleshooting, analyzes and identifies the underlying issues; refers more complex problems to User Service Technologist, Blackboard support team, ITS Helpdesk for resolution.
Assists in setting up personal mobile devices (laptops, tablets, and cellphones) to connect to the College wireless network and wireless printing in the Academic Resource Centre (ARC) and Library Learning Commons (LLC), and troubleshoots related problems.
Demonstrates the use of Hardware, Software and web/internet applications e.g. Library Catalogue , Learning Management System, Blackboard, Stu-View, e-mail and the College app.; sets up computer hardware and AV equipment.
Provides support to the student administrative system by verifying accounts and status, assigns temporary passwords, restores inactive services, creates guest accounts for alumni, resets passwords, and reports user account problems to ITS, eLTI, Registrar’s Office and/or the LLC Manager, and follows up with the user with the resolution.
Provides assistance to users of the College’s on-line services and on-line OCAS application systems; refers queries regarding the application process and eligibility to appropriate staff in the Registrar’s Office.
Recommends software, available at the centre, appropriate anti-virus and anti-spyware to protect student laptops or home computers.
Monitors and records user incidents and service requests into the GBCAssist (Footprint Service Management System) and assists with development of a service and technical knowledge base.
Monitors client activities and maintains an optimal learning environment in the LLC, enforces LLC policies when required, refers any disputes and more complex complaints to the Library Service coordinator or Senior User Service Representative and/or Librarian; reports operational complaints to the Library Service Coordinator, Senior User Service Representative and/or the Manager.
Monitors printers/scanners/plotters, Cash Machine; replenishes toner & paper, special paper (business card, High gross paper, etc.) and reports monthly usage statistics; reserves computer and group study rooms.
Remains current with the basic functioning of all software applications available in the LLC.
Refers research and academic resource questions to the Library Technicians and Librarians; uses the LLC’s Integrated Library System to circulate library materials in all formats to users, including mobile devices; places holds on circulation items.
Verifies student status with the Student Record System and registers and/or activates students in the Integrated Library System.
Collects and processes fines/fees, lost/damaged item payments, funds from loading machines; conducts money and credit card reconciliation processes.
Keeps track of timesheets of part-time and student workers when Senior User Service Representative is absent.
Verifies eligibility for photo-ID cards including Ryerson One Card for ECE Student at the campus, takes pictures and produces ID cards using Banner and the ID card management system; activates the ID card for student Printing Card and Library borrower’s card service and troubleshoots basic ID card issues.
Conducts regular maintenance and sets up the Learning Common’s computer hardware and other equipment under the direction of the User Service Technologists.
Provides training and job shadowing for new part-time staff, student advisors; adjusts student advisors’ schedules and arranges for replacements, if necessary.
Provides support for Library staff when a new system is deployed or a system is upgraded.
Participates in special photo-ID sessions and other departmental events and projects.
Performs other related duties as assigned .


Two year diploma from a recognized post-secondary institution in Information Technology, Computer Technician or equivalent and must have current CompTIA A+ certification.
Minimum of two years of practical experience in the maintenance and user support of computers, application software, hardware, peripherals and audio-visual equipment in a library/computer lab environment; working knowledge of Library Information systems and general understanding of library operations and processes.
Demonstrated knowledge of office productivity software (Word, Excel, PowerPoint, Outlook, Access, Adobe products and Social Networking sites); working knowledge of wireless and networking technologies, mobile devices.
Proven ability to stay current of computer operating systems and technology trends.
Demonstrated excellence in English verbal and written communications, interpersonal, organizational and customer service skills.
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 deployment).
Familiarity with American Sign Language (ASL) is an asset.
Ability to work in an environment where a diversity of people and situations are encountered.

Note: This position will be located primarily at Casa Loma Campus LLC but will be required to work at other campuses.
NOTE: Hours of work are: Monday ~ Friday 11am-7pm.
Shifts may change based on operational schedules. Must be able to work overtime.
Interview process may consist of a practical skills component.

The College requires proof of degrees, credentials or equivalencies from accredited regional or federal post secondary institutions and/or their international equivalents. Credentials may require validation at the time of interviews .

or proceed with Standard Application Form.

Employment Type: Temporary
Location: Toronto, ON, CA
Posted on: 2015-08-01
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