Support Specialist (G)

Information Technology Services (ITS)

Applicants will be considered in the following order:

• Qualified permanent ESS/OSSTF Bargaining Unit employees.

• Qualified probationary, temporary and Temporary Hourly Rated THR ESS/OSSTF employees.

• Qualified external applicants (includes employees from other Bargaining Units)

Waterloo Region District School Board (WRDSB) serves approximately 65,000 students in 123 schools, as well as alternative and continuing education sites. WRDSB is committed to creating learning environments that support the achievement and well-being of all students through partnering with staff, parents, families, caregivers and communities to promote success in learning and life. Additional information regarding the Board is available on the Board’s website at .

Reporting to the Supervisor of IT Client Services, the successful candidate will be responsible for customer service support activities related to the successful operation of the department. IT Client Services continuously develops services to exceed customer expectations and contribute to the achievement 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 support services at every customer contact in support of the Waterloo Region District School Board’s strategic plan and goals.

The successful applicant for the Educational Support Staff position Level G ($66, 354- $80,653), will be working 35 hours per week, 12 months per year, effective as soon as possible. Flexibility is required as hours of work may vary according to workload or assignment, and overtime may be necessary. The successful candidate, as required, will transport assets and equipment in their own vehicle as well as Board rented vehicles.

Responsibilities

• Provide timely customer service 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 (individual/group settings) to suit customer needs.
• Respond to customer IT needs related to physical and digital technology throughout the asset lifecycle, that include end user technology, library resources, infrastructure, telephony/voice communication, and user access and application resources including 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.
• Work with IT leadership to identify, recommend, develop, implement and support cost-effective technology processes and support.
• Create, maintain, and contribute to support documentation on Client Services procedures, processes, standards, activities, records, and staff development.
• Develop and deliver training programs for supported hardware, software and web applications.
• Develop user guidelines, documentation and reference manuals.
• Develop, implement and maintain website content and web applications that deliver support resources to staff and students.
• Test and validate new releases of hardware, systems, and associated applications and technologies, and coordinate upgrades and maintenance with both internal and external resources.
• Implement Ministry requirements, reporting, and initiatives which may include staff, student and financial system or data, OnSIS, data warehousing, EQAO (Education Quality and Accountability Office), and OCAS/OUAC (college and university applications and reporting).
• Monitor and utilize IT dashboards & monitoring tools.
• Lead and/or participate in a variety of IT projects.
• Communicate clearly and professionally 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 2 year Community College diploma is required.

• 3 years of experience in a large ITS or Educational organization with the demonstrated ability to:

  • Provide effective customer service
  • Lead teams, projects and manage process
  • Prioritize, and problem solve to meet deliverable timelines and quality assurance
  • Work independently with minimal supervision and direction
  • Administer and maintain system databases

• Demonstrated proficiency in:

  • A form of adult training delivery
  • Migrating data through formats and conversions using various software tools
  • Organizational and soft skills (interpersonal and communication) with the ability to deal pleasantly and tactfully with clients in stressful situations
  • Project coordination skills and experience with Service Desk ITIL processes
  • Competencies with multi platforms, end user accounts, devices, applications, websites, databases, meeting delivery technologies, infrastructure and service desk

• Initiative and forward thinking demonstrated by continued professional development.

• Must have a valid driver’s 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 20pounds, and lifting objects above shoulder level with assistance

Applicant Self-Identification Questions

The information collected in Apply to Education is used to monitor WRDSB’s 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 . Information is collected pursuant to (Ministry of Education), and the Municipal Freedom of Information and Protection of Privacy Act . Access to this information is restricted to specific individuals in Human Resources. Access, use and disclosure of the data is governed by MFIPPA and . 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 .

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.

Upon request, we will provide reasonable accommodations in the hiring process to support applicants with disabilities.

While we appreciate all applications, only those selected for an interview will be contacted. No phone calls please.