Service Desk Technician

Dalhousie University

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Position Details
Position Information

Position Title Service Desk Technician
Department/Unit ITS Client Services
Location Halifax
Posting Number S521-22
Employee Group NSGEU Local 77
Position Type Regular, On-Going
Duration of Contract (if applicable)
Employment Type Full Time
Full-time Equivalency (FTE) 1.0
Salary $29.57 – $37.51 per hour ($49,980 – $63,389 per annum, 32.5 hours per week)
Classification SIT1
Provisional Statement This is a provisional classification. Formal classification procedures will be initiated by the Job Design Unit in approximately six months.
About Dalhousie University Dalhousie University is Atlantic Canada’s leading research-intensive university and a driver of the region’s intellectual, social and economic development. Located in the heart of Halifax, Nova Scotia, with an Agricultural Campus in Truro/Bible Hill, Dalhousie is a truly national and international university, with more than half of our almost 21,000 students coming from outside of the province. Our 6,000 faculty and staff foster a vibrant, purpose-driven community, that celebrated 200 years of academic excellence in 2018.
Job Summary Information Technology Services (ITS) is dedicated to a constructive, team-orientated environment, gathering varied perspectives, sharing knowledge, and building effective partnerships that enable our partners to achieve their goals by advising, providing solutions, and delivering service excellence in alignment with the University’s mission and goals. Reporting to the Service Desk Manager, the incumbents will provide front-line technical support services to all of Dal IT clients (staff and faculty).
Key Responsibilities
  • Maintain an up-to-date working knowledge of technology specific to account maintenance, file and print services, enterprise and business applications and hardware and software.
  • Answer incoming calls to the Service Desk, monitor the ticket system and respond to client requests. Troubleshoot and resolve hardware and software issues, diagnose and identify issues.
  • Classify, categorize, prioritize and escalate incidents to ensure timely resolution.
  • Document detailed summary and description of requests and resolutions.
  • Utilize remote control tools to resolve hardware and software issues. When required, provide on-site desktop support.
  • Perform analysis to determine commonly occurring problems and recommend solutions.
Note In keeping with the Principles of Dalhousie’s Employment Equity Policy, candidates who self-identify as a member of equity-deserving groups including person of Black/ African descent, especially African Nova Scotians, Indigenous persons (especially Mi’kmaq), members of other racialized groups, women, persons with disabilities, and members of 2SLGBTQ+ communities are encouraged to apply. For definitions of equity-deserving groups, please check https://www.dal.ca/dept/hr/employment_equity/definitions-equity-deserving-groups.html . Applicants must self-identify to be considered.
The successful applicant will be eligible for hybrid work (combination of in-person work on campus and remote work) as agreed by all parties based on operational requirements and university guidelines.
Dalhousie’s vaccine mandate has been suspended at this time, and employees no longer need to provide proof of full vaccination. However, health and safety risks to our community will continue to be monitored and a vaccine mandate may be reinstated if necessary.
Required Qualifications
  • Undergraduate degree in Computer Science, plus a minimum of three to five years’ progressive experience in client support (or equivalent combination of training and experience).
  • Experience with Microsoft 365, Office Suites, MS Windows and Mac OSX.
  • Solid experience with a diverse range of services in technical user support, networking, and communications.
  • Excellent interpersonal, communication (both written and oral), organizational and proven troubleshooting skills.
Assets
  • Information Technology Infrastructure Library (ITIL) Foundation Level Certification.
  • Experience using remote control software tools.

Job Competencies
Additional Information Dalhousie University supports a healthy and balanced lifestyle. Our total compensation package includes a defined benefit pension plan, health and dental plans, a health spending account, an employee and family assistance program and a tuition assistance program.
Application Consideration Bargaining unit employees (NSGEU local 77) are given priority consideration and will be notified on the status of their application following assessment. All other applications will be considered when there is no qualified candidate from the bargaining unit.
We sincerely appreciate all applications and note that only candidates selected for an interview will be contacted directly by the hiring department or Human Resources.
Diversity Statement In keeping with the Principles of Dalhousie’s Employment Equity Policy, candidates who self-identify as a member of equity-deserving groups including person of Black/ African descent, especially African Nova Scotians, Indigenous persons (especially Mi’kmaq), members of other racialized groups, women, persons with disabilities, and members of 2SLGBTQ+ communities are encouraged to apply. For definitions of equity-deserving groups, please check https://www.dal.ca/dept/hr/employment_equity/definitions-equity-deserving-groups.html . Applicants must self-identify to be considered.

Posting Detail Information

Number of Vacancies One (1)
Open Date 12/19/2022
Close Date 01/13/2023
Open Until Filled No
Special Instructions to Applicant
Quick Link for Direct Access to Posting https://dal.peopleadmin.ca/postings/12232

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