Help Desk Analyst (Permanent/Full-time) Full Time

INVITES

Applications For

Permanent Help

The DSBN is a supportive, innovative community that works

towards doing what’s best for kids, and helps every student achieve success.

Whether you’re in the classroom, on the playing fields, in the office or in the

cafeteria, we know it’s the dedicated staff who bring our mission to life – you

are what creates a child’s school experience, and contribute to students

reaching their full potential.

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.

Applications through applytoeducation.com are invited for

this position from properly qualified applicants. Applications must be done via

Apply to Education.

POSITION: One (1) Permanent Position – Help Desk

Analyst

LOCATION: DSBN Education Centre

RATE OF PAY: $31.78-$35.79 per hour

SCHEDULE: 40 hours per week – 12 Month

Position

Qualifications

• 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 essential

In addition, the successful applicant must demonstrate a

High Level Of Proficiency In The Following

• 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 assigned
• Carrying

out other professional duties as assigned.

What We Offer

Additionally, you will have the opportunity to

contribute to an OMERS Pension paving the way for long-term financial

security. This is a 12-month full-time position (40 hours per week) and

is part of CUPE-OCTIS Union Group. The role offers a comprehensive benefits

plan through a provincial trust plan (extended health, dental, life insurance,

AD&D). Benefit from the opportunity to enhance your skills and knowledge

through professional development opportunities offered at the DSBN.

Application Process

• All applications are accepted through ApplyToEducation
• Applications packages should include:
• Cover Letter
• Resume

Selection Process

• We thank all the candidates for their interest, however, only those selected

for an interview will be contacted.

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.

Conditions Of Employment

• Upon hire, provide a Criminal Background Check with Vulnerable Sector Screening

(dated within six months);

• Agreement to comply with the Board’s policies, procedures and code of conduct;
• Successful completion of a probationary period in accordance with the Collective

Agreement;

• Complete an annual offence declaration process.

Reason for posting: Vacancy

Additional Information

In accordance with Section 29(2) of the Municipal Freedom of

Information and Protection of Privacy Act, this is to advise that the

information you provide on this form is collected under legal authority of the

Education Act, and will be used as necessary for the recruitment, selection and

employment purposes of the Board.

The DSBN is committed to equity for all students and staff,

and to deliver quality education through a qualified workforce that reflects

the diversity of the communities we serve. Upon request, we will provide

reasonable accommodations in the hiring process to support applicants with

disabilities.

Personal information on this form is collected, used and

disclosed in accordance with the Education Act, R.S.O. 1990, c.E.2, as amended

and the Municipal Freedom of Information and Protection of Privacy Act. R.S.O

1990, c.M. 56, as amended and will be used for the purpose of

determining eligibility of the above-noted position and any

similar or related purpose(s). Questions about this collection, use and

disclosure should be directed to the Freedom of Information Coordinator,

District School Board of Niagara, 191 Carleton Street, St. Catharines, ON L2R

7P4 905-641-1550.

DSBN does not utilize Artificial Intelligence (AI) in the

screening, assessment, or selection of applicants.

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

acknowledging this reminds us that our great standard of living is directly

related to the resources and friendship of Indigenous people.