Dalhousie University Looking for Service Desk Technician at Truro, NS Full Time

Position Details

Position Title Service Desk Technician

Department/Unit ITS Client Services

Location Truro

Posting Number S457-21

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 more than 20,000 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 incumbent 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

The successful candidate will be required to provide proof of full vaccination or may seek an accommodation from Dalhousie’s vaccine requirements on grounds protected under provincial human rights legislation. Visit the Campus Check website for more information.

The successful applicant will be eligible for hybrid work (combination of work on campus and remote work) as agreed by all parties based on operational requirements and university guidelines.

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) is required. Experience with Microsoft Office 365, Office Suites, MS windows and Mac OSX is required. Solid experience with a diverse range of services in technical user support, networking, and communications is required. Excellent interpersonal, communication (both written and oral), organizational and proven troubleshooting skills are required. Information Technology Infrastructure Library (ITIL) Foundation Level Certification and experience using remote control software tools would be considered assets.

Job Competencies

Additional Information

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

Dalhousie University is committed to fostering a collegial culture grounded in diversity and inclusiveness. The university encourages applications from Indigenous persons (especially Mi’kmaq), persons with a disability, racialized persons, including persons of Black/African descent (especially African Nova Scotians), women, persons of a minority sexual orientation and/or gender identity, and all candidates who would contribute to the diversity of our community.

Number of Vacancies 1

Open Date 01/10/2022

Close Date 01/24/2022

Open Until Filled No

Special Instructions to Applicant