Help Desk Support
About Us
St. Michael’s College School was founded in 1852 by the Basilian Fathers, and stands as Ontario’s only independent Catholic high school for young men. The school offers students in Grades 7-12 an enriched, Catholic, Liberal Arts education complemented by a number of diverse co-curricular programmes. As a community within the Catholic Church, St. Michael’s strives for excellence through a synthesis of culture and faith.
Our mission:
In the tradition of the Basilian Fathers, we educate young men in
Goodness, Discipline, and Knowledge for a life of leadership and service
in faithfulness to Jesus Christ.
The motto of the Basilian Fathers and St. Michael’s College School is “Teach me Goodness, Discipline, and Knowledge” (Psalm 118). This recognizes that being a good and disciplined individual, in charge of your own actions, is as important as the knowledge acquired through formal education. The motto is reflected in our mission to educate the whole person. While St. Michael’s strives to prepare its students for university, we are also fully committed to preparing them to be future Catholic leaders in the world.
Whatever the role at St. Michael’s, it is more than a job – it is joining a community of likeminded colleagues who embrace the school’s values, and deliver those values in everything that they do.
The Role:
Help Desk (Tier 1) Support is primarily responsible for timely and effective resolutions to end-user, (students and staff) issues as they relate to IT-serviced devices and systems. This will be accomplished by performing problem diagnoses, guiding users through issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary. Help Desk Support is also responsible for recording problems/solutions within the help desk tracking system.
Start Date: January 2, 2017
Hours of Work: Monday to Friday, 7:30 a.m. to 4:00 p.m.
Reports to: Director of Facilities
Supervises: N/A
Internal Contacts: Students and Employees of SMCS
External Contacts: Student families and guardians
Employment Status: Permanent, Full time
Compensation: Salary is commensurate with experience. Remuneration includes a comprehensive benefit package and company defined contribution pension programme.
Duties Include:
• Resolve end-user IT issues, such as password reset, software questions, hardware problems, Internet connectivity, configurations, etc.
• Provide one-on-one end-user support and problem resolution in person, via telephone, e-mail, and other vehicles of communication
• Perform in-person repairs of hardware, printers, and other peripherals
• Diagnose and resolve minor network issues (e.g. LAN access)
• Recognize and escalate deeper and more complex issues to Tier 2 support technicians
• Assist Tier 2 technicians by troubleshooting software, hardware, and network issues
• Where necessary, assist Tier 2 technicians in installing hubs, switches, network cabling, etc.
• Participate in moves, adds, and changes to network and systems access for new or departing employees
• Accurately log work orders/help desk tickets and resolutions into tracking/ticketing system; maintain vigilant maintenance of this process
• Prioritize work orders/help desk tickets according to urgency and impact
• Compile, maintain, and file all repair records, reports, and other documents as required
• Always maintain a high degree of professionalism, courteousness, and friendliness
Qualifications, Skills and Experience:
• High school diploma or equivalent, with a college or university degree preferred, or an acceptable combination of education and relevant experience
• 2 years of direct work experience in a help desk support capacity
• Experience working in an educational environment with students preferred
• Ability to diagnose problems, perform repairs on IT assets, and provide support for a wide range of applications
• Experience with Apple and PC hardware
• Experience with standard operating systems and software
• Ability to quickly analyze issues and determine best course of action using available resources
• Sound judgment to escalate issues to senior members within the organization
• Excellent written, oral, and telephone communication skills
• Ability to communicate in user-friendly language
• Knowledge of computer workstation setup
• Exceptional multi-tasking abilities and prioritization skills
• Strong customer service mindset and skills
• Team player able to work under pressure
Core Competencies:
• Customer Focus
• Communication
• Team Work
• Focused on Quality
• Problem Solving
• Accountability and Dependability
• Integrity
Working Conditions
- Manual dexterity required to use desktop computer and peripherals
- Ability to physically inspect equipment
- Ability to lift at least 50 lbs
Interested applicants should forward a cover letter and resume by email to helpdesk@smcsmail.com.
Deadline to apply: Friday, December 16, 2016 by 4:00 p.m.
We thank all candidates in advance. We will contact only those selected for an interview. No phone calls or agencies, please. To work at SMCS, all employees must be able to provide a Police Vulnerable Sector check (maximum six months old) in order to begin work on January 2, 2017, and complete the Child Protection Policy. Please click here for more information.
SMCS will provide reasonable accommodation for qualified individuals with disabilities in the job application process. Applicants are required to make their needs known in advance.