IT Service Desk Technician RPT

Job title: IT Service Desk Technician RPT

Job description: Located on the beautiful homeland that is the traditional territory of the Ojibwe, Potawatomi and Odawa First Nations, for over 50 years, Lambton College has been a ground-breaking institution. Lambton College is a national leader in applied research, teaching methodologies, experiential learning opportunities and future-facing educational innovations. With 13,000+ students from 20 countries around the world, two main campuses in Sarnia, Ontario, and a growing roster of more than 90 diploma, certificate and degree programs, Lambton College offers students flexible learning options with a broad range of programs and courses that incorporate elements of classroom, mobile, hybrid and accelerated educational alternatives.

Lambton College ranks #1 in Ontario and #2 in Canada for Research in 2020 in addition to maintaining a ranking within the top 3 Colleges for Research for five straight years.

At Lambton College, we’re proud of where we have been, but more importantly, where we are going, together. With Caring and Vitality as two of our core values at Lambton College, you know you’ll be joining a team of passionate and fun colleagues.

About the Position:

This is a Regular Part-Time (RPT) Support Staff position working 24 hours a week. The incumbent will be a member of a team of customer service staff responsible for providing first level technical support both in person and remotely to the College community regarding hardware, software, operating systems, server, network and general computer issues.

Specific Accountabilities:

• Front-line technical contact (first point of contact) for all College IT-related equipment/technology (network, hardware, applications, software, user accounts, AV equipment, mobile devices). Support can be provided via the telephone, e-mail, remote session or in person. Assess incoming problems and either solves them, refers them to the appropriate person, and/or enters a departmental work request;
• Redirects requests as appropriate to other departmental staff, and communicating information on service disruptions and service upgrades;
• Installs and configures software images, and specialty software on computers and mobile devices;
• Troubleshoots hardware and software problems by analyzing incident symptoms to determine nature of problem and resolving errors;
• Configures and deploys new computers, monitors, hardware peripherals, multimedia hardware, printers, and mobile devices;
• Coordinates booking of portable multi-media and computer equipment. May also assist in equipment setup and troubleshooting;
• Participates in development and/or publication of departmental documentation;
• Handles Purchasing and Return Material Authorizations (RMAs) with suppliers;
• Investigates user-reported issues pertaining to computer accounts;
• Other duties as assigned.

Qualifications:

• Two-year Computer Technician Post-Secondary Diploma or equivalent;
• Minimum of one year experience in a computer/hardware technical support;
• Knowledge of IT hardware, networks, and the Internet. Requires a basic understanding of working with applications including familiarity with Microsoft Windows, Microsoft Office, iOS, Android;
• Customer service focused with a desire to assist faculty, staff and students resolve their technical problems
• A collaborative team player who takes personal accountability to deliver on what is expected in your role and you strive for excellence every day;
• You think broadly, celebrate diversity of thought, and respect the uniqueness of individuals.
• Possess a high degree of initiative and can demonstrate the ability to think analytically;
• Proven ability to prioritize tasks, work independently as well as in a team oriented approach to accomplish goals;
• Strong problem solving and organizational skills and proven ability to handle multiple assignments and meet deadlines;
• Excellent interpersonal skills in order to communicate with customers who have varying levels of computer knowledge.
• In the case of a remote work requirement, incumbent must have high speed Internet service at their home. A minimum 40 Mbps download and 10 Mbps upload speed is recommended.

Lambton College is committed to an inclusive, barrier-free selection process. If contacted regarding this competition, please advise the interview coordinator of accommodation measures you may require during our selection process. Information received relating to accommodation needs of applicants will be addressed confidentially.

We thank all applicants for their interest and wish to advise that only those candidates selected for an interview will be contacted.

Lambton College hires on the basis of merit and is committed to employment equity. In support of a diverse and inclusive college community, Lambton College welcome applications from all qualified candidates, including aboriginal persons, members of sexual minority groups, persons with disabilities and visible minorities.

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