Address
Form of work Salary: $28.46 - $29.78
Interested staff members are required to complete the following on-line application to the attention of:
The Recruitment Team.
This position is effective immediately.
Responsible for the day to day operation of the Board Hardware self-maintainer warranty programs in compliance with Board policies and procedures.
Major Responsibilities
To record, analyze, escalate and track all incoming Hardware Service requests and incidents reported via email, web and voice integrated tools to the Board Enterprise Service Desk and Hardware Operations Database systems.
To provide customer and vendor liaison support for Field Service Technicians on service request validation and diagnostics.
To communicate to users regarding any delays in servicing Service Desk tickets in the Enterprise Service Desk System due to part back orders. Work with Board vendors on back orders and escalate as needed.
To submit return merchandise authorization (RMA) forms for service warranty parts and communicate with Board vendors regarding ordering, shipping and receiving of parts, supplies and demo equipment.
To assist with hardware upgrades, preventative maintenance inspections, technology audits and break-fix repairs on multiple hardware computing platforms and peripherals.
To assist in providing product and pricing information to users on service requests that are not covered under existing warranty programs. Investigate and resolve all outstanding customer chargebacks, advising management of resolution.
To maintain accurate records of assigned parts and usage, initiate service requests and update call ticket status, service resolution and asset management recording using the Board Enterprise Service Desk System.
To perform service needs for walk-in users where first level support is needed and/or assign appropriate Information Technology Services support staff.
To generate, distribute and apply asset tags to Board owned electronic equipment.
To assist with the maintenance of Board’s electronic asset inventory system.
To decommission and recycle identified electronic equipment using Board approved electronic waste partners.
To perform diagnostic tests on all surplus or unused equipment within the inventory system to make available as service parts to be reintroduced into a production environment.
To assist in identifying hardware manufacturer’s defects and use of non-standard hardware that impact quality controls.
To work as an active member of Information Technology Services and develop constructive and cooperative working relationships with internal support team, as well as cross-functionally.
To assist in the preparation of inventory and other reports for vendors, customers and internal purposes
To assist with the training and direction of co-op student and casual employees.
To stay current with computer technologies and trends. To update technical skills to maintain manufacturer certifications required to participate in YRDSB hardware repair program.
To work as an active member of the Information Technology Services team.
To attend meetings as required.
To attend professional development sessions/training as required.
To perform other duties as assigned.
Line Of Responsibility
Responsible to the Manager, Service Desk.
Experience And Qualifications
Secondary School Graduation Diploma with two years of post-secondary education in computer related studies is required.
Minimum One Year Of Related Experience Is Required.
A good working knowledge of industry standard computing technologies, logistics and selfmaintainer warranty programs for all Board approved/implemented hardware are required.
Ability to explain Board approved/implemented hardware technology features to all levels of users and outside vendor partners; operate and monitor multiple inventory and incident tracking systems and peripheral devices concurrently is required.
Proficient verbal and written communication and interpersonal skills are required.
Equity, Diversity and Inclusion Statement
The York Region District School Board (YRDSB) believes in giving each and every applicant an equal opportunity to succeed on their own merit and we strive to hire staff that reflect and support the diverse perspectives, experiences and needs of students and communities. We remain committed to upholding the values of equity, diversity, and inclusion in our living, learning and work environments. We know that diversity underpins excellence, and that we all share responsibility for creating an equitable, diverse and inclusive Board-community.
Therefore, in pursuit of the Board’s values, we seek members who will work respectfully and constructively with differences and across the organizational hierarchy in actualizing the Board’s priorities, goals and principles outlined in the Director’s Action Plan. Candidates who have strong racial literacy practices and a commitment to dismantling anti-racism, anti-oppression, and creating identity-affirming spaces, in order to intentionally disrupt racist and hateful acts.
We Actively Encourage Applications From Members Of Groups With Historical And/or Current Barriers To Sovereignty, Equity, Including, But Not Limited To
First Nations, Métis and Inuit peoples, and all other Indigenous peoples;
African, Black and Black Caribbean peoples (in alignment with Anti-Black Racism Strategy);
South Asian, East Asian, Southeast Asian, Middle East/West Asian, Latino/Hispanic (in alignment with YRDSB Workforce Census to address disproportionalities identified).
members of groups that commonly experience discrimination due to race, ancestry, colour, religion and/or spiritual beliefs, or place of origin;
persons with visible and/or invisible (physical and/or mental) disabilities;
persons who identify as women; and
persons of marginalized sexual orientations, gender identities, and gender expressions.
At YRDSB, we recognize that many of these identities intersect and therefore, equity, diversity and inclusion can be complex. We value and respect the contributions that each person brings to enriching the Board and are committed to ensuring full and equal participation for all in the communities that we serve.
Accessibility and Accommodation Statement
We also recognize the duty to accommodate and foster a culture of inclusion. Consistent with the principles of dignity, individualization and inclusion, we will make any appropriate accommodation based on any of the protected grounds in the Human Rights Code to support candidate participation in the hiring process. When contacted, candidates will be provided with an overview of the various elements of the hiring process, such as skills assessments, written practicum, presentation, interview, etc. If an accommodation is required, requests can be made in advance of any stage of the recruitment process. All information received relating to a candidate’s required accommodation will be addressed confidentially by the Recruitment and Retention Team. Please make this request to careers@yrdsb.ca or a member of the Recruitment Team. If this position is a school based LTO/Contract Teaching position, please email the Principal directly to request the accommodation to be made at the school in collaboration with Human Resource Services, Disability Management Team.
Important Note For YRDSB Employees
If you have a current accommodation in place through Disability Management, please inform your Disability Management Case Manager to ensure that your accommodation needs can be met in the new role that you are pursuing.
If invited to participate in the hiring process, and you are unable to perform the essential/bona fide requirements (e.g. physical, cognitive requirements), please notify the Recruitment Team by emailing
careers@yrdsb.ca to review next steps (in the email please reference the job title you are applying to).
Important Information For CUPE 1734 Members
LA.11.7 Those twelve (12) month employees filling vacancies as a result of their applying to a job posting are to remain twelve (12) months at their position. Ten (10) month employees are to remain in their position until the end of the school year. This requirement can be waived with permission from the Superintendent responsible for Human Resource Services. This does not prevent employees from applying for a position or from applying for a promotion during the twelve (12) month period.
On-line applications are collected centrally at the Education Centre - Aurora and are monitored by Human Resource Services.
All applications will be screened based on the required education, experience and qualifications as noted in the posting and job description and as reflected in the application.
Only those candidates meeting these criteria will be eligible to participate in the selection process and only qualified candidates will be contacted.
The personnel file of all internal applicants will be reviewed as part of the selection process.
