Overview

York University Service Desk Technician Temporary in Toronto, ON

York University

Branch Toronto ON CA

Position:
Service Desk Technician
Location:
Toronto, ON

First level support for classroom AV equipment; Identity management login support for faculty, staff and students;…

Reporting to the Assistant Manager, Classroom Operations and Lab Management, the Service Desk Technician provides: first level support for general incident tracking and resolution via telephone, email, in person and tickets; identity management login support for faculty, staff and students; assistance to InRes team supporting campus residence services; first level support for classroom AV equipment; daily task coordination of casual staff.

Education:
University degree or 3 year college diploma in an I.T. related field, or an equivalent of 4 years recent experience (defined as within the last five years) working at York University and performing the same or similar tasks. This education equivalency is in addition to the experiential requirements outlined below.

Experience:
1-2 years current and related experience working in a service desk environment for a large service organization (Higher education sector experience is preferred). Broad technical experience/exposure to computer systems, applications and AV operations is a definite asset for providing quality service and problem resolution. Experience in data metrics, collection, analysis and reporting is required.

Skills:
Excellent communication skills in order to effectively interact with both technical and non-technical users (written and oral); excellent analytical and evaluative skills to find solutions quickly; willingness and ability to take initiative, work independently, set priorities and work effectively under pressure; ability to perform effectively as part of a team; ability to exercise tact and diplomacy; able to deal calmly and effectively with people; demonstrated ability to effectively manage multiple tasks concurrently, adapt to changes, and meet long/short term deadlines; ability to attend accurately to details; skill, ability and willingness to keep abreast of technological developments; excellent organizational skills; ability to maintain confidentiality; ability to write clear, concise procedural documentation; ability to instruct others.

SKILLS MATRIX:
OPERATING SYSTEMS: Windows XP, 7, 8; Mac OS X (INTERMEDIATE); Unix Linux (BASIC). APPLICATION PACKAGES: MS Office 2003, 2007, 2010; Word Processors e.g. MS Word (INTERMEDIATE); Spreadsheets e.g. MS Excel; Email e.g. Lotus Notes, Thunderbird, Google Apps, Outlook; Identity Management e.g. MAYA, SIS; Incident Tracking e.g. Remedy (INTERMEDIATE); Schedulers e.g. Lotus Notes, iCal; CEO (Classroom Equipment Ordering) administration (ADVENCED). NETWORKING: ResNet – Windows 7, 8; Mac OS X; YorkNet – Windows 7, 8; Mac OS X; AirYork/AirYorkPLUS – Windows 7, 8; Mac OS X; ResAir – Windows 7, 8; Mac OS X; DHCP – YorkNet, ResNet setup for Windows 7, 8; Mac OS X; Wireless – Mobile networking including Windows 7, 8; Mac OS X; Android OS; iOS; Fundamentals e.g. Hubs, Routers, Switches, DHCP trouble shooting, MAC addresses, VPN (INTERMEDIATE). INTERNET APPS: MS Internet Explorer 8, 9, 10; Mozilla Firefox; Google Chrome; Safari for Mac OS X; FTP – staff/faculty web sites, and student websites; WebFAS; CMS (e.g., Moodle); NetInfo, ResNet Tools; Site License Software Admin (INTERMEDIATE). VIRUS CLEANING: Symantec TrendMicro; MS Security Essentials (INTERMEDIATE). PRESENTATION APPS: MS Powerpoint (INTERMEDIATE). PROGRAMMING LANGUAGES: Javascript, XML (INTERMEDIATE). DBA MANAGEMENT: Oracle SQL; MS Access (BASIC). WEB PAGES: HTML 4 & 5; Contribute (BASIC); WordPress (ADVANCED). FILE FORMAT RECOGNITION: AV files; Documents; Pictures (BASIC). WIKI: Twiki; Mediawiki; Confluence (INTERMEDIATE). COLLABORATION SOFTWARE: Basecamp (BASIC). AODA: Compliance Training (INTERMEDIATE). SPREADSHEET: Excel Macros (INTERMEDIATE). CRESTRON: Classroom LCD panels(INTERMEDIATE); Roomview (ADVANCED). AUDIO/VISUAL: Projector Setup; Camera Kit Setup; Skype Account Setup; PA (Mic/Speaker) Setup; Wireless Microphone Setup; Presentation Device Setup(INTERMEDIATE).

Additional Notes :
This position requires the candidate to produce a verification of degree(s), credentials(s), or equivalencies from accredited institutions and/or international equivalents at the time of interview.

or proceed with Standard Application Form.

Employment Type: Temporary
Location: Toronto, ON, CA
Posted on: 2018-02-11
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