First-line Support Specialist (E)

First-line Support Specialist (E)

First-line Support Specialist (E) Information Technology Services (ITS) Applicants will be considered in the following order: 1) Qualified permanent ESS/OSSTF Bargaining Unit employees. 2) Qualified probationary, temporary and Temporary Hourly Rated (THR) ESS/OSSTF employees. 3) Qualified external applicants (includes employees from other Bargaining Units) The Waterloo Region District School Board is situated Canadas innovation heartland, where we are innovating tomorrow by educating today. The Board provides a comprehensive educational program for approximately 64,000 students in the Region of Waterloo. The Board is the seventh largest public school district in Ontario with 16 secondary schools, 106 elementary schools,





and approximately 11,000 staff members. Additional information regarding the Board is available on the Boards website at www.wrdsb.ca. Reporting to the Supervisor of IT Client Services, the successful candidate will be responsible for the daily first-line customer services and support IT needs. This position supports IT assets lifecycle (physical, application, web based), fulfills client requests, and responds to client incidents. IT Client Services continuously develops services to exceed customer expectations and contributes to the achievements and well being of all students, staff and visitors at the Waterloo Region District School Board. The team is accountable for delivery on commitments, achieved through the provision of timely, consistent high quality and professional IT customer services at every customer contact in support of the Waterloo Region District School Boards strategic plan and goals. The successful applicant for this Educational Support Staff position Level E ($52,549-$63,944),





will be working 35 hours per week, 12 months per year, effective as soon as possible . Hours of work may vary according to workload or assignment, and overtime may be necessary for special projects. The successful candidate, as required, will transport assets and equipment in their own vehicle as well as Board rented vehicles. Responsibilities Provide timely day-to-day first- level customer services support to staff, students and visitors during and outside of normal working hours as required, choosing from a variety of tools and contact methods, including, ITServiceDesk, remote management, telephone, email, self-service and face-to-face to suit customer needs.





Provide daily support and services related to physical and digital technology including asset acquisition, inventory control, processing, and on-going support and service throughout the asset lifecycle, that includes (but not limited to) end user technology, library resources, infrastructure, telephony, user access and application resources, that include Student Information System(s), Ministry Reporting, Assessment and Achievement Systems, GSuite, Integrated Library Systems, WordPress, PD Place, Desire2Learn, MyPassword, Internal Application Server, and Asset Tracking System Identify, and recommend appropriate responses to industry and WRDSB identified technology trends and cost-effective processes that support all aspects of technology in the organization. Contribute as a member of the quality assurance process for application upgrades,





technology changes, and support documentation. Monitor and utilize IT dashboards & monitoring tools. Participate in IT projects as requested. Communicate clearly and professionally with colleagues, staff, students, and external resources in a positive, tactful, and diplomatic manner. Work cooperatively as a member of the ITS team to fulfill the mandate and goals of the department. Other duties as assigned by the Information Technology Management team. Qualifications A minimum of a two (2) year Information Technology College Diploma is required. 2 years of experience in an ITS or Educational organization with the demonstrated ability to: Provide effective customer services Follow defined process,





policy and procedure Prioritize work and problem solve customer issues. Demonstrated proficiency in: Asset acquisition, inventory, and lifecycle management Organizational and soft skills (interpersonal and communication) with the ability to deal pleasantly and tactfully with clients in stressful situations, face-to-face or within a call centre like atmosphere Prioritize and problem solve client customer service needs under pressure and at times where a high level of demands present themselves Competencies with multi platforms, such as end user accounts, IT physical assets, applications, websites, databases, meeting delivery technologies, infrastructure and service desk Knowledge of Service Desk ITIL framework and processes. Understanding of current and emerging resource management and standards,





and how their implementation affects the end-user, classroom, meeting, event, and workshop experience. Initiative and forward thinking demonstrated by continued professional development. Must have a valid drivers license and access to a reliable vehicle. Ability to perform the physical demands of the job including regular and consistent bending, reaching above shoulder level, standing for extended periods of time, moving equipment, pushing and pulling objects weighing in excess of 20 pounds, and lifting objects above shoulder level with assistance.





Applicant Self-Identification Questions The information collected in Apply to Education is used to monitor WRDSBs progress toward our equity goals including our commitment to diversity in WRDSB recruitment and hiring practices. We are committed to the security and confidentiality of information under our control, and to the protection of privacy with respect to personal and confidential information that is collected, used, disclosed and retained in the system (Policy 1014_- Privacy Protection and Access to Information). Information is collected pursuant to Ontarios Education Equity Action Plan (Ministry of Education), PPM 165 and the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA). Access to this information is restricted to specific individuals in Human Resources. Access, use and disclosure of the data is governed by MFIPPA and ethical research practices.





Applicant Self-Identification data will be attached to your Apply to Education applicant profile as long as you are employed with the WRDSB. If you prefer not to answer any of the Self Identification questions, you can select prefer not to answer. This in no way affects your application or the applicant selection process. If you have questions or concerns about this please contact [email protected]. The Waterloo Region District School Board is committed to equity in employment. We are committed to fair and equitable hiring practices that allow us to hire qualified staff who reflect the diversity of the community we serve, who will foster the success and well-being of our students and who demonstrate a commitment to equity and inclusion in the classroom. We actively encourage applications from members of groups with historical and/or current barriers to equity, including, but not limited to: First Nations, Métis and Inuit peoples, and all other Indigenous peoples; 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; and persons of marginalized sexual orientations, gender identities, and gender expressions We will make any appropriate accommodation based on any of the human rights protected grounds, to support candidate participation in the hiring process. While we appreciate all applications, only those selected for an interview will be contacted. No phone calls please.