Access Full Position Posting
The IT Helpdesk is the central point of contact for all Lassonde IT-related incidents and service requests. Reporting to the Director, IT, the Helpdesk Coordinator is responsible for logging incidents in the Helpdesk management system, dealing with service requests and resolving support requests. In delivering a high level of customer service, the Helpdesk Coordinator ensures that service levels and targets are achieved, and customer satisfaction and continuous service delivery demands are achieved. The Lassonde Studio is a professional media production facility to help produce a range of media content to support Lassonde's instructional and multimedia needs. The Helpdesk Coordinator will assist with the Lassonde Studio operations in digital media services requirements for special events and teaching and learning as required. The Helpdesk Coordinator will also coordinate with vendors for equipment ordering, delivery and repair of warranty and non-warranty equipment.
Completed College Diploma in a related field such as Computer Science/Programmer or Computer Engineering / Technology.
Minimum of two (2) years recent experience in a technical and customer service environment preferably in an academic Helpdesk environment. Experience must include working in a high-volume Helpdesk environment resolving hardware, software, application and access issues using an incident/request ticketing system such as ManageEngine Service Desk Plus, Cherwell, or Remedy.
Required Technical Skills: Advanced knowledge of Operating systems: Windows 10, Mac OS, Linux systems, iOS, Android. System Management: Active Directory, SCCM, Windows Server, RDM, Network Print Management. Productivity Applications: Office 365 including Outlook, Office Applications, Teams, OneDrive. Academic Applications such as Solidworks, Ansys, AutoCAD, MatLab etc. Web Conferencing Technologies: Zoom, Skype for Business, Adobe Connect. Troubleshooting of PC Hardware, Mac and smart tablets. Hands on experience with MS SCCM to create and deploy computer images, operating system upgrades and patches, software applications and updates. Skilled in providing remote support to faculty, staff and students. Skill(s) required: Demonstrated ability to multitask and work independently as well as part of an effective team. Excellent customer service, written and oral communication skills to elicit accurate information from client users and be able to answer inquiries in an informative and tactful manner. Ability to exercise tact and diplomacy, dealing calmly and effectively with people. Ability to attend accurately to details, setting priorities and working effectively under pressure of high volume. Ability to multi-task within an environment of frequent interruptions. ability to show initiative. demonstrated effective skills in directing the work of others. Ability to keep up to date with computer system technological updates. Good organizational skills. Ability to maintain confidentiality & security of sensitive material.Experience with the following would be considered an asset: Asset Management, Tracking and reporting system such as ManageEngine Service Desk Asset Management. Equipment loaner software cheqroom to book, reserve and follow-up loaner equipment. Networking Technologies including: Wireless Networks, VPN, LAN/WAN. Knowledge of networking protocols: DNS, DHCP, TCP/IP. Passport York, AD Client Software, Pulse Secure VPN Client, Citrix Client. Knowledge of online configuration of computer specification.
This position requires the candidate to produce a verification of degree(s), credentials(s), or equivalencies from accredited institutions and/or international equivalents at the time of interview.
Hours of work: 8:30 AM - 4:30 PM (Occasional evening and weekend work may be required for installations and upgrades).
Overtime may be necessary during peak periods for installations and upgrades.
Peak periods for this position: Just prior to and at the beginning of each semester (August/September. December/January. April/May).
Vacation Restriction: Just prior to and at the beginning of each semester (August/September. December/January. April/May).
Access Full Position Posting
In order to be considered as an internal applicant, York University employees in the YUSA-1 bargaining unit must apply for jobs through the Employee Career Portal - YU Hire.
If you are a current York University employee in the YUSA-1 bargaining unit and/or are using your job posting rights under the collective agreement to apply for jobs, you MUST log into YU Hire to access the York University Employee Career Portal.
As per Article 12.02(f) of the YUSA-1 Collective Agreement, to be considered an internal applicant, employees in the YUSA-1 bargaining unit must submit the application 5 working days following the first day of posting. this is referred to as the 'Posted Date' on the job the posting. This applies to YUSA-1 internal and YUSA-1 Concurrent postings. Please refer to the 'Posting Intent' on the job posting.
If not filled by an employee in the YUSA-1 bargaining unit, employees in the YUSA-2 bargaining unit who have applied within the first 5 days from the 'Posted Date' will be given preference.
The University welcomes applications from all qualified individuals, including, but not limited to women, persons with disabilities, visible minorities (racialized), aboriginal (Indigenous) persons and persons of any gender identity and sexual orientation. York University is committed to a positive, supportive and inclusive environment.
York University offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by York University regarding a job opportunity or testing, please advise if you require accommodation.
We are committed to enhancing our environmentally and socially responsible practices for the benefit of all members of the York community. Our long term perspective recognizes our responsibility to be innovators and to continually work as a community to reduce our ecological impact.
York University employees must apply to jobs through the Employee Career Portal - YU Hire. If you are a current York University employee and/or are using your rights under a collective agreement to view and/or apply to jobs, you MUST log into YU Hire to access the York University Employee Career Portal.
PLEASE NOTE: All applications must be received by 11:55 pm EST on the posted deadline date, if applicable.