Address
Form of work
SalaryDESCRIPTION
BENEFITS
QUESTIONS
About Loyalist
Loyalist College is built upon the lands governed by the Dish with One Spoon wampum agreement. We affirm and thank the Haudenosaunee, Anishinaabeg and Huron-Wendat nations for their continued caretaking of the land. At Loyalist, we empower our students with wraparound support services and hands-on training to succeed on any path they choose. Our academic programs are responsive and innovative, designed to solve pressing social and economic challenges and meet the evolving needs of our regional industry and community partners. Our graduates enter the workforce equipped with the knowledge they need to be better global citizens, and with future-focused skills to lead change in their fields. With a presence in Belleville, Bancroft, Port Hope, Tyendinaga and Toronto, we believe our institutional responsibility extends beyond the classroom to seeing the big picture for the communities we serve. Our expertise in applied research and deep connections to local industry support economic development, to the benefit of businesses, entrepreneurs, changemakers and innovators. Our commitment to decolonization, and the pursuit of a more inclusive, equitable world, means we hold ourselves accountable to the diverse perspectives, cultures and experiences that shape our communities.
Position Summary
Reporting to the Senior Manager, IT Service Operations and under the guidance of the Service Desk Coordinator, the incumbent provides day to day front line operational and technical support to the Loyalist community. Provides high-quality customer service while carrying out a variety of assigned technical support tasks involving College and student devices and services, responding by phone, through written correspondence or in-person interactions.
Duties and Responsibilities
- Provides front line, first level Service Desk operational support services to the Loyalist community such as account management, incident logging, escalation, notifications, inquiry guidance and advice, knowledge base maintenance, etc.
- Provides first level troubleshooting and technical support to staff and students; escalating more complex issues to second level support teams.
- Issues parking permits, addresses parking permit related issues and processes violation payments.
- Issues keys and grants access upon appropriate approval to Loyalist staff; maintains the key documentation and inventory.
- Provides LMS support to faculty such as creating cross-listings and answering general inquiries.
- Tracks new computer receipts and enters new inventory records into database.
- Maintains the Audio Visual equipment library and database application for staff equipment check-out.
- Provides OMR based computer marking services for Loyalist faculty.
- Assists with cyclical and ad hoc work such as installing and configuring new equipment, computers and related peripherals.
- Other duties as assigned
Qualifications
- Completion of a two (2) year diploma, preferably in technology, business administration, or related field.
- A computer-related discipline with troubleshooting and resolution of hardware and software issues would be an asset.
- ITIL Foundation Certification would be an asset.
- Minimum two (2) year’s experience in an IT service-related field with strong customer service skills. Experience installing, diagnosing, troubleshooting and resolving PC/MAC system issues and other technology platforms.
- Well-developed problem-solving skills in order to identify problems determine possible solutions and select the appropriate action.
- Excellent customer service skills with a focus on rapport-building, listening, and questioning skills.
- Strong critical thinking, analytical, accuracy and attention to detail skills.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- A solid understanding of client computing technologies (Windows, Microsoft 365, anti-virus, e-mail, search engines, mobile devices, etc.) along with demonstrated abilities in software installation.
- An ability to apply an understanding of diversity and inclusiveness to meet the needs of a diverse student and staff population.
- A proven process orientation and an ability following ITIL service request and incident management models.
- Experience working in an educational environment, and an understanding of Student Information Systems (Banner) and Learning Management Systems (Canvas) considered asset.
Please note:
Following an offer of employment, candidates with Canadian credentials will be required to provide official transcripts from the granting educational institution(s); candidates with international credentials must provide World Education Services (WES) www.wes.org/ca evaluation (at their own cost) confirming Canadian equivalency of their credentials.
Loyalist is committed to promoting a diverse and inclusive college community. We encourage and welcome applications from marginalized and equity seeking groups. Loyalist College is committed to accommodating applicants with disabilities throughout the hiring process. If you have accommodation needs, please inform us as soon as possible by sending an email to humanresources@loyalistcollege.com.
We thank all applicants, however, only those selected for an interview will be contacted.
376 Wallbridge Loyalist Rd.
Belleville, Ontario, K8N 5B9
About Loyalist
Loyalist College is built upon the lands governed by the Dish with One Spoon wampum agreement. We affirm and thank the Haudenosaunee, Anishinaabeg and Huron-Wendat nations for their continued caretaking of the land. At Loyalist, we empower our students with wraparound support services and hands-on training to succeed on any path they choose. Our academic programs are responsive and innovative, designed to solve pressing social and economic challenges and meet the evolving needs of our regional industry and community partners. Our graduates enter the workforce equipped with the knowledge they need to be better global citizens, and with future-focused skills to lead change in their fields. With a presence in Belleville, Bancroft, Port Hope, Tyendinaga and Toronto, we believe our institutional responsibility extends beyond the classroom to seeing the big picture for the communities we serve. Our expertise in applied research and deep connections to local industry support economic development, to the benefit of businesses, entrepreneurs, changemakers and innovators. Our commitment to decolonization, and the pursuit of a more inclusive, equitable world, means we hold ourselves accountable to the diverse perspectives, cultures and experiences that shape our communities.
Position Summary
Reporting to the Senior Manager, IT Service Operations and under the guidance of the Service Desk Coordinator, the incumbent provides day to day front line operational and technical support to the Loyalist community. Provides high-quality customer service while carrying out a variety of assigned technical support tasks involving College and student devices and services, responding by phone, through written correspondence or in-person interactions.
Duties and Responsibilities
- Provides front line, first level Service Desk operational support services to the Loyalist community such as account management, incident logging, escalation, notifications, inquiry guidance and advice, knowledge base maintenance, etc.
- Provides first level troubleshooting and technical support to staff and students; escalating more complex issues to second level support teams.
- Issues parking permits, addresses parking permit related issues and processes violation payments.
- Issues keys and grants access upon appropriate approval to Loyalist staff; maintains the key documentation and inventory.
- Provides LMS support to faculty such as creating cross-listings and answering general inquiries.
- Tracks new computer receipts and enters new inventory records into database.
- Maintains the Audio Visual equipment library and database application for staff equipment check-out.
- Provides OMR based computer marking services for Loyalist faculty.
- Assists with cyclical and ad hoc work such as installing and configuring new equipment, computers and related peripherals.
- Other duties as assigned
Qualifications
- Completion of a two (2) year diploma, preferably in technology, business administration, or related field.
- A computer-related discipline with troubleshooting and resolution of hardware and software issues would be an asset.
- ITIL Foundation Certification would be an asset.
- Minimum two (2) year’s experience in an IT service-related field with strong customer service skills. Experience installing, diagnosing, troubleshooting and resolving PC/MAC system issues and other technology platforms.
- Well-developed problem-solving skills in order to identify problems determine possible solutions and select the appropriate action.
- Excellent customer service skills with a focus on rapport-building, listening, and questioning skills.
- Strong critical thinking, analytical, accuracy and attention to detail skills.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- A solid understanding of client computing technologies (Windows, Microsoft 365, anti-virus, e-mail, search engines, mobile devices, etc.) along with demonstrated abilities in software installation.
- An ability to apply an understanding of diversity and inclusiveness to meet the needs of a diverse student and staff population.
- A proven process orientation and an ability following ITIL service request and incident management models.
- Experience working in an educational environment, and an understanding of Student Information Systems (Banner) and Learning Management Systems (Canvas) considered asset.
Please note:
Following an offer of employment, candidates with Canadian credentials will be required to provide official transcripts from the granting educational institution(s); candidates with international credentials must provide World Education Services (WES) www.wes.org/ca evaluation (at their own cost) confirming Canadian equivalency of their credentials.
Loyalist is committed to promoting a diverse and inclusive college community. We encourage and welcome applications from marginalized and equity seeking groups. Loyalist College is committed to accommodating applicants with disabilities throughout the hiring process. If you have accommodation needs, please inform us as soon as possible by sending an email to humanresources@loyalistcollege.com.
We thank all applicants, however, only those selected for an interview will be contacted.
Benefits for Full-time Support Staff include:
- A comprehensive Extended Health & Dental Plan (covering 85% of eligible paramedical services up to a combined maximum of $2,000 in any calendar year): College Employer Council website with Benefit Booklet
- A defined benefit pension plan with CAAT pension where you will enjoy the certainty of predictable and secure lifetime pension payments: CAAT pension website
- Life and accident insurance
- Out-of-country travel insurance
- Pregnancy and parental leave, including a top-up to Employment Insurance benefits
- Tuition reimbursement opportunities and 3 paid professional development days/year
Work Life Balance Matters at Loyalist College
Full-time Support Staff can expect:
- After 1 year of service, vacation entitlement starts at 15 days
- December closure period without loss of pay for scheduled hours
- Employee Family Assistance Plan - provides timely short-term counselling and consultation assistance to employees and their immediate family
- Fitness Centre Membership - exclusive facilities for use by Staff and Students at the Belleville location free of charge
- An Inclusive and Accessible Workplace
