IT Help Desk Analyst

Help Desk Analyst Information Services One (1) Full-time Permanent Position 40 Hours per week Working at the District School Board of Niagara (DSBN) means being part of a supportive, innovative community that works towards doing what’s best for students, and helping every individual achieve success. We proudly serve over 40,000 students across almost 100 elementary and secondary schools in Niagara, located between Lake Erie in the South and Lake Ontario to the North. DSBN students are at the heart of everything we do.The function of this position include (but are not limited to): Maintain Topdesk Knowledge base and create Topdesk workflow and change order processes Modify Topdesk to enhance IT Dept processes & enhance workflows with other DSBN departments. Integrate Topdesk with other systems using vendor provided API functions. Implement & deploy new Topdesk modules and feature sets Create and integrate web forms to be used with Topdesk modules Provide first point-of-contact resolution to teachers, administrators and support staff when contacting Helpdesk support via phone, email, chat, or in person Connecting to end user computers/laptops remotely, investigating symptoms, and asking questions to help diagnose and resolve problems in all Board supported hardware and software applications (on-premise or cloud-based) Administration of user accounts between sites and password resets when required Liaise and support Board administrators/teaching staff/Education Centre staff/satellite offices - and provide remote/onsite technical support to maintain, identify, research, respond to alerts and resolve technical problems with computers, peripherals, network infrastructure, computer labs, wireless technology and Board approved hardware/software solutions Service call management including detailed documentation of problem resolution using Topdesk Service Desk software, department sign out system, Microsoft Teams and other communication tools as required Prepare computer systems for deployment, software installation, and setup of new technology for Board sites Installation/setup/teardown of AV equipment, conference phones and computer systems within the Education Centre Providing service and support for VoIP to end users; including extension additions or changes, and providing training to staff using VoIP Collaboration with team members to ensure work is fairly distributed and deadlines are being met Travel to other board sites may be required Other duties as assignedSkills, Qualifications and Education Requirements Minimum of (3) years related experience, preferably within a K-12 educational environment, performing Helpdesk support activities Minimum 3-year college diploma/degree in Computer studies, Information Technology or Computer Science related fields or equivalent work experience A valid driver’s license is required, along with the ability to travel to schools, offices and offsite locations as required. Ladder climbing may be required at times, along with lifting/moving/setup of equipment Preference will be given to candidates with certification in ITIL, ITSM or other service-related certifications, MCSE, A+, CCNA, Microsoft and other industry solution certifications (preferred) Preference will be given to candidates that are proficient in the use and support of Microsoft O365/Teams and Google Workspace/Classroom cloud collaboration suites (preferred) Preference will be given to candidates familiar with TopDesk or similar enterprise service desk management system experience (preferred) Excellent learning, communication and organizational skills. Professionalism and client-focused service is essentialApplications including cover letter, resume and three professional references must be submitted via Apply to Education. The District School Board of Niagara is committed to equity and inclusion in the recruitment and hiring of its employees, who reflect the diversity of our community and students we serve. We encourage and welcome submissions from candidates from diverse backgrounds to build a supportive and inclusive workplace. DSBN welcomes applications from: Indigenous peoples, members of visible minorities, women, persons with visible and non-visible disabilities, persons of minority sexual orientations and gender identities, and others with the skills and knowledge to productively engage with diverse communities. The DSBN is committed to “Achieving Success Together” and recognizes that increasing the diversity of its workforce supports this objective.DSBN will make interview and employment accommodations during the selection process, based on any of the human rights protected grounds. Please notify us in advance and we will work with you to meet your needs. Applicants are thanked for making known their interest in working for the District School Board of Niagara. We encourage applications from all qualified individuals; however, only those under consideration will be contacted.Land Acknowledgement The land on which we gather is the traditional territory of the Haudenosaunee and Anishinaabe peoples, many of whom continue to live and work here today. This territory is covered by the Upper Canada Treaties and is within the land protected by the Dish with One Spoon Wampum agreement. Today this gathering place is home to many First Nations, Métis, and Inuit peoples and acknowledging this reminds us that our great standard of living is directly related to the resources and friendship of Indigenous people.