It Service Desk Associate

Notice of full-time support staff vacancy
We are looking for amazing! If you are dynamic and would like the opportunity to help us to be recognized as the best student-centered College in the country, then you will find it here. As a member of our team, you will help students find their passions and help them achieve their amazing. If this is you, then join us at the hub of the Great Lakes, in the traditional territory of the Anishnaabek people.
The Opportunity:
Under the general direction of ITS Administration, the IT Service Desk Associate (SDA) provides Tier 1 support for IT service delivery. ?Following the ITIL framework, the SDA will fulfill Service Requests, assign Service Requests to the ITSD technicians, and act as the primary team member to staff the IT Service Desk. The SDA will open and respond to tickets in the ITSM solution that are reported through accepted communication channels such as phone, email, chat, or through walk-in to the IT Service Desk. The SDA reviews tickets for completeness and accuracy, updates tickets and/or assigns tickets.
Responsibilities of the SDA include but are not limited to, password resets, software installs, identity and account management tasks, and LMS functions. The incumbent will assist with keeping the Asset Management Database and the Knowledge Database up to date. The SDA will assist end-users with support on email, software, and applications. As a representative of the ITS Department and College in general, the SDA will provide exceptional customer service in a friendly, courteous, helpful, and professional manner, using the appropriate level of technical communication and avoiding jargon wherever possible.
What you need to be successful:

• two year diploma in Computer Studies or computer certificate program or equivalent
• minimum two years work experience in a Service Desk or computer support position configuring supported end user
• experience in a customer-facing, customer-service related role
• knowledge of generally accepted business-enabling software for performing day-to-day functions
• experience with ITSM
• strong problem solving and trouble shooting skills
• ability to work independently and with a team, including establishing appropriate priorities
• strong interpersonal skills to work effectively within a collaborative team environment and with various stakeholders

Sault College provides an attractive total compensation package, encompassing competitive wages/salaries, a defined benefit pension plan, group insurance benefits, and a variety of employee perks. This is a full-time support staff vacancy, 35 hours/week, Payband F – $30.00 to $34.77/hour (starting rate $30.00/hour).
NOTE: I/O staff, Appendix D and PT staff are considered internal applicants.
Sault College is committed to equity, diversity, and inclusion. We invite applications from qualified individuals, and we welcome applications from women, visible minorities, Indigenous people, persons with disabilities, and persons of any sexual orientation or gender identity. We fairly hire the best candidates based on merit.

PLEASE SUBMIT YOUR RESUME, COVER LETTER AND THREE REFERENCES.

We thank all applicants in advance – only those selected for an interview will be contacted.