About Durham College:

Durham College (DC) is leading the way as a post-secondary institution, offering an innovative and transformative student experience and hands-on learning opportunities. With this focus top of mind for our students and our employees, DC is proud to be one of the fastest-growing colleges in the province and annually ranked as one of the GTA’s Top 100 employers. 

The college offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, justice, media, art and design.

With a focus on experiential learning, DC graduates are known for having the skills and knowledge employers need. More than 104,000 alumni represent the college, both locally and around the world. 

Serving the Durham Region community for over 50 years, with campuses in Oshawa and Whitby, the college offers over 12,500 full-time post-secondary and apprenticeship students access to more than 145 full-time post-secondary programs – including four honours bachelor degrees and nine apprenticeship programs. Led by over 1,860 full- and part-time staff, DC has an estimated annual economic impact of more than $913 million on Durham Region. 

DUTIES AND RESPONSIBILITIES:

Servicing and resolving technical support Level 2 ticket issues related to incidents and service requests raised for ITS resolve in liaison with Level 1 and Level 3 support peers, while engaging internal and external third parties as appropriate.

The role provides support of college provided computing equipment used by staff and faculty and classroom/lab computing equipment, not limited to but including desktops & laptops (Windows/Intel and Apple platforms), printers, tablets etc.

The incumbent provides research, recommends process enhancements and creates, and maintains documentation of operational technology processes. S/he utilizes technology tools to facilitate expedited support of client issues (Included but not limited to utilizing remote control tools, package deployment tools (e.g. Landesk).

The incumbent maintains technology certifications complimenting computer support skills including A+, Microsoft, Lenovo, Apple and vendor hardware as used by DC and other technology areas highlighted as appropriate in light of ever-changing technology trends.

•  Prepare, setup, troubleshoot and maintain (but not limited to) staff and faculty computing hardware (Windows/Intel and Apple platforms), printers and peripherals including connectivity to the network infrastructure. Re-imaging of classrooms and/or labs as required. Installation, configuration and troubleshooting staff and faculty software applications.
• Ensure that standards are adhered to when sourcing and purchasing new hardware equipment and accessories; clarify standards to user queries. 
• Liaise with Application Support specialists on hardware imaging and application packaging processes and timelines; remain current on technology employed
•  Manage and action hardware repairs (Maintaining vendor appropriate hardware repair certifications), warranty, and parts ordering; update and maintain hardware for both Windows and Apple installation, configuration, troubleshooting, triage and basic repair of printer equipment
•  Earn/maintain technology certifications as a requirement for performing selected vendor-based repairs; including Lenovo, Apple; A+.
• Earn/maintain other technology certification(s) courses to compliment computer support skills example: Microsoft. Earn courses in other appropriate and related vendor hardware technology and other areas highlighted as appropriate in light of ever-changing technology trends.
• Manage, document, scan and track all DC computers and other desk side technology assets acquired by or delivered to ITS. Document all asset movement updates from asset receipt and including storage, to deployment and decommission.
•    Record asset info. in designated departmental secure area(s) and/or SD ticket application fields.
•    Follow up with clients on all open issues to ensure achieving service level objectives. Log and update all required support tickets serviced with clear & concise data that accurately reflects the actions taken and the resolution applied.
•   Liaise and collaborate with internal and external IT service support peers and resources regarding key systems, infrastructure elements to ensure staff and faculty computing needs are met.  Work with support peers to facilitate approved fixes and upgrades including incidents, requests and change controls.; work with and learn applications for support in upgrades, fixes, and implementation; investigate new technologies (ie tablets, handhelds wearables, etc),
•  Document, adhere to and effectively communicate established process & procedures to clients as required; Attend departmental and operational and faculty meetings as required.
• Other related duties as assigned.

QUALIFICATIONS:

1.    A minimum of a 3-year diploma or degree in Computer Studies or Computer Science.

2.    A+ Certification – 60 hours is required.

3.    Apple – ACMT Certification, or equivalent training through an Apple certified training centre – 120 hours is required.

4.    A minimum of five years work experience in IT including three years PC and one year Apple experience supporting a large client base.

5.    High level of communication skills, both written and verbal.

6.    Strong customer service skills with the ability to maintain tact, integrity, diplomacy and confidentiality.

7.    Ability to work well under pressure in a busy and high-volume environment.

8.    Adaptability, flexibility, and innovative problem-solving skills.

9.    Strong organizational and time management skills in planning, executing, and completing tasks.

10. The ability to work well both independently and as part of a team.

Durham College invites applications from all qualified individuals.  Durham is committed to fostering workplace diversity, and, provides accommodations to applicants with disabilities throughout our hiring process.  If you require this information in alternate format; require communication supports; an accommodation in applying for a posting and/or if you are selected for an interview, please contact our Human Resources (HR) department and an HR assistant will work with you to meet your needs.

Required Skills

Payband:I; Starting Rate: $38.01; Four Year Rate: $44.05

Required Experience

Hours: 35 hours per week (1) one hour lunch; Mon – Fri (Shifts within 7:30am – 5:00 pm) with some on-call hours)

Please apply below by submitting your cover letter and resume to the online portal.  Job Competition closes on February 23,2024. Competition number SS24-19