Hardware Service Desk Technician, Information Technology Services Job at York Region District School Board
Position: Hardware Service Desk Technician
Work Location: Dr. Bette Stephenson Centre for Learning (36 Regatta Avenue, Richmond Hill, ON L4E 4R1
Salary: $26.46 - $27.78
Application Deadline: February 2, 2023
Thank you for your interest in the Hardware Service Desk Technician position with the York Region District School Board. Interested applicants are required to complete the following on-line application to the attention of: The Recruitment Team. This position is effective immediately.
The York Region District School Board (YRDSB) supports a flexible working culture and currently provides the
opportunity for employees to work from home in addition to working in the office for some positions. The YRDSB
implemented a Working From Home Guidelines to facilitate this work option.
In compliance with Board policies and procedures, this position is responsible for the day to day operation of the Board Hardware self-maintainer warranty programs in compliance with Board policies and procedures.
MAJOR RESPONSIBILITIES:
To record, analyze, escalate and track all incoming hardware service requests and incidents reported via email, web and voice integrated tools to the Board Enterprise Service Desk and Hardware Operations Database systems.
To provide customer and vendor liaison support for Field Service Technicians on service request validation and diagnostics.
To communicate to users regarding any delays in servicing service desk tickets in the Enterprise Service Desk System due to part back orders. Work with Board vendors on back orders and escalate as needed.
To submit return merchandise authorization (RMA) forms for service warranty parts and communicate with Board vendors regarding ordering, shipping and receiving of parts, supplies and demo equipment.
To assist with hardware upgrades, preventative maintenance inspections, technology audits and break-fix repairs on multiple hardware computing platforms and peripherals.
To assist in providing product and pricing information to users on service requests that are not covered under existing warranty programs. Investigate and resolve all outstanding customer chargebacks, advising management of resolution.
To maintain accurate records of assigned parts and usage, initiate service requests and update call ticket status, service resolution and asset management recording using the Board Enterprise Service Desk System.
To perform service needs for walk-in users where first level support is needed and/or assign appropriate Information Technology Services support staff.
To generate, distribute and apply asset tags to Board owned electronic equipment.
To assist with the maintenance of Board’s electronic asset inventory system.
To decommission and recycle identified electronic equipment using Board approved electronic waste partners.
To perform diagnostic tests on all surplus or unused equipment within the inventory system to make available as service parts to be reintroduced into a production environment.
To assist in identifying hardware manufacturer’s defects and use of non-standard hardware that impact quality controls.
To work as an active member of Information Technology Services and develop constructive and cooperative working relationships with internal support team, as well as cross-functionally.
To assist in the preparation of inventory and other reports for vendors, customers and internal purposes
To assist with the training and direction of co-op student and casual employees.
To stay current with computer technologies and trends. To update technical skills to maintain manufacturer certifications required to participate in YRDSB hardware repair program.
To work as an active member of the Information Technology Services team.
To attend meetings as required.
To attend professional development sessions/training as required.
To perform other duties as assigned.
EDUCATION, EXPERIENCE AND QUALIFICATIONS:
Secondary School Graduation Diploma with two years of post-secondary education in computer related studies is required.
Minimum one year of related experience is required.
A good working knowledge of industry standard computing technologies, logistics and selfmaintainer warranty programs for all Board approved/implemented hardware are required.
Ability to explain Board approved/implemented hardware technology features to all levels of users and outside vendor partners; operate and monitor multiple inventory and incident tracking systems and peripheral devices concurrently is required.
Proficient verbal and written communication and interpersonal skills are required.
Equity, Diversity and Inclusion Statement
The York Region District School Board (YRDSB) believes in giving each and every applicant an equal opportunity to succeed on their own merit and we strive to hire staff that reflect and support the diverse perspectives, experiences and needs of students and communities. We remain committed to upholding the values of equity, diversity, and inclusion in our living, learning and work environments. We know that diversity underpins excellence, and that we all share responsibility for creating an equitable, diverse and inclusive Board-community. Therefore, in pursuit of the Board’s values, we seek members who will work respectfully and constructively with differences and across the organizational hierarchy in actualizing the Board’s priorities, goals and principles outlined in the Director’s Action Plan.
We actively encourage applications from members of groups with historical and/or current barriers to sovereignty, equity, including, but not limited to:
First Nations, Métis and Inuit peoples, and all other Indigenous peoples;
African, Black and Black Caribbean peoples (in alignment with Anti-Black Racism Strategy);
South Asian, East Asian, Southeast Asian, Middle East/West Asian, Latino/Hispanic (in alignment with YRDSB Workforce Census to address disproportionalities identified);
members of groups that commonly experience discrimination due to race, ancestry, colour, religion and/or spiritual beliefs, or place of origin;
persons with visible and/or invisible (physical and/or mental) disabilities;
persons who identify as women; and
persons of marginalized sexual orientations, gender identities, and gender expressions.
At YRDSB, we recognize that many of these identities intersect and therefore, equity, diversity and inclusion can be complex. We value and respect the contributions that each person brings to enriching the Board and are committed to ensuring full and equal participation for all in communities that we serve.
Accessibility and Accommodation Statement
We also recognize the duty to accommodate and foster a culture of inclusion. Consistent with the principles of dignity, individualization and inclusion, we will make any appropriate accommodation based on any of the protected grounds in the Human Rights Code to support candidate participation in the hiring process. When contacted, candidates will be provided with an overview of the various elements of the hiring process, such as skills assessments, written practicum, presentation, interview, etc. If an accommodation is required, please inform the Recruitment and Retention Team in advance of any part of the process. All information received relating to a candidate’s required accommodation will be addressed confidentially by the Recruitment and Retention Team.
Important Note for YRDSB Employees: If you have a current accommodation in place through Disability Management, please inform your Disability Management Case Manager to ensure that your accommodation needs can be met in the new role that you are pursuing. If invited to participate in the hiring process, and you are unable to perform the essential/bona fide requirements (e.g. physical, cognitive requirements), please notify the Recruitment Team by emailing careers@yrdsb.ca to review next steps (in the email please reference the job title you are applying to).
Important Information for CUPE 1734 Members:
As per the Collective Agreement (A.11.7 and A.11.8), those twelve month employees filling vacancies as a result of a job posting are to remain twelve months at their positions. Ten month employees are to remain in their position until the end of the school year. Each application submitted for a job posting will be reviewed, although consideration may be impacted by Articles A.11.7 and A.11.8.
As a condition of employment, successful candidates will be required to submit a current original Police Vulnerable Sector Check (PVSC) from the police jurisdiction in which they reside or an Enhanced Police Information Check (E-PIC) through Sterling Backcheck prior to commencing employment with the Board. The PVSC and E-PIC documents are only valid if issued within the last six months. Candidates are not advised to obtain this document prior to an offer of employment. Should you go through the E-PIC process it is the candidates responsibility to download the results and provide a PDF copy to the Board upon instruction. Should you go through the PVSC process, it is the candidates responsibility to provide the results to the Board upon instruction.
On-line applications are collected centrally at the Education Centre - Aurora and are monitored by Human Resource Services. All applications will be screened based on the required education, experience and qualifications as noted in the posting and job description and as reflected in the application. Only those candidates meeting these criteria will be eligible to participate in the selection process and only qualified candidates will be contacted.
The personnel file of all internal applicants will be reviewed as part of the selection process.
Please Note :
nvalabs.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, nvalabs.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
Work Location: Dr. Bette Stephenson Centre for Learning (36 Regatta Avenue, Richmond Hill, ON L4E 4R1
Salary: $26.46 - $27.78
Application Deadline: February 2, 2023
Thank you for your interest in the Hardware Service Desk Technician position with the York Region District School Board. Interested applicants are required to complete the following on-line application to the attention of: The Recruitment Team. This position is effective immediately.
The York Region District School Board (YRDSB) supports a flexible working culture and currently provides the
opportunity for employees to work from home in addition to working in the office for some positions. The YRDSB
implemented a Working From Home Guidelines to facilitate this work option.
In compliance with Board policies and procedures, this position is responsible for the day to day operation of the Board Hardware self-maintainer warranty programs in compliance with Board policies and procedures.
MAJOR RESPONSIBILITIES:
To record, analyze, escalate and track all incoming hardware service requests and incidents reported via email, web and voice integrated tools to the Board Enterprise Service Desk and Hardware Operations Database systems.
To provide customer and vendor liaison support for Field Service Technicians on service request validation and diagnostics.
To communicate to users regarding any delays in servicing service desk tickets in the Enterprise Service Desk System due to part back orders. Work with Board vendors on back orders and escalate as needed.
To submit return merchandise authorization (RMA) forms for service warranty parts and communicate with Board vendors regarding ordering, shipping and receiving of parts, supplies and demo equipment.
To assist with hardware upgrades, preventative maintenance inspections, technology audits and break-fix repairs on multiple hardware computing platforms and peripherals.
To assist in providing product and pricing information to users on service requests that are not covered under existing warranty programs. Investigate and resolve all outstanding customer chargebacks, advising management of resolution.
To maintain accurate records of assigned parts and usage, initiate service requests and update call ticket status, service resolution and asset management recording using the Board Enterprise Service Desk System.
To perform service needs for walk-in users where first level support is needed and/or assign appropriate Information Technology Services support staff.
To generate, distribute and apply asset tags to Board owned electronic equipment.
To assist with the maintenance of Board’s electronic asset inventory system.
To decommission and recycle identified electronic equipment using Board approved electronic waste partners.
To perform diagnostic tests on all surplus or unused equipment within the inventory system to make available as service parts to be reintroduced into a production environment.
To assist in identifying hardware manufacturer’s defects and use of non-standard hardware that impact quality controls.
To work as an active member of Information Technology Services and develop constructive and cooperative working relationships with internal support team, as well as cross-functionally.
To assist in the preparation of inventory and other reports for vendors, customers and internal purposes
To assist with the training and direction of co-op student and casual employees.
To stay current with computer technologies and trends. To update technical skills to maintain manufacturer certifications required to participate in YRDSB hardware repair program.
To work as an active member of the Information Technology Services team.
To attend meetings as required.
To attend professional development sessions/training as required.
To perform other duties as assigned.
EDUCATION, EXPERIENCE AND QUALIFICATIONS:
Secondary School Graduation Diploma with two years of post-secondary education in computer related studies is required.
Minimum one year of related experience is required.
A good working knowledge of industry standard computing technologies, logistics and selfmaintainer warranty programs for all Board approved/implemented hardware are required.
Ability to explain Board approved/implemented hardware technology features to all levels of users and outside vendor partners; operate and monitor multiple inventory and incident tracking systems and peripheral devices concurrently is required.
Proficient verbal and written communication and interpersonal skills are required.
Equity, Diversity and Inclusion Statement
The York Region District School Board (YRDSB) believes in giving each and every applicant an equal opportunity to succeed on their own merit and we strive to hire staff that reflect and support the diverse perspectives, experiences and needs of students and communities. We remain committed to upholding the values of equity, diversity, and inclusion in our living, learning and work environments. We know that diversity underpins excellence, and that we all share responsibility for creating an equitable, diverse and inclusive Board-community. Therefore, in pursuit of the Board’s values, we seek members who will work respectfully and constructively with differences and across the organizational hierarchy in actualizing the Board’s priorities, goals and principles outlined in the Director’s Action Plan.
We actively encourage applications from members of groups with historical and/or current barriers to sovereignty, equity, including, but not limited to:
First Nations, Métis and Inuit peoples, and all other Indigenous peoples;
African, Black and Black Caribbean peoples (in alignment with Anti-Black Racism Strategy);
South Asian, East Asian, Southeast Asian, Middle East/West Asian, Latino/Hispanic (in alignment with YRDSB Workforce Census to address disproportionalities identified);
members of groups that commonly experience discrimination due to race, ancestry, colour, religion and/or spiritual beliefs, or place of origin;
persons with visible and/or invisible (physical and/or mental) disabilities;
persons who identify as women; and
persons of marginalized sexual orientations, gender identities, and gender expressions.
At YRDSB, we recognize that many of these identities intersect and therefore, equity, diversity and inclusion can be complex. We value and respect the contributions that each person brings to enriching the Board and are committed to ensuring full and equal participation for all in communities that we serve.
Accessibility and Accommodation Statement
We also recognize the duty to accommodate and foster a culture of inclusion. Consistent with the principles of dignity, individualization and inclusion, we will make any appropriate accommodation based on any of the protected grounds in the Human Rights Code to support candidate participation in the hiring process. When contacted, candidates will be provided with an overview of the various elements of the hiring process, such as skills assessments, written practicum, presentation, interview, etc. If an accommodation is required, please inform the Recruitment and Retention Team in advance of any part of the process. All information received relating to a candidate’s required accommodation will be addressed confidentially by the Recruitment and Retention Team.
Important Note for YRDSB Employees: If you have a current accommodation in place through Disability Management, please inform your Disability Management Case Manager to ensure that your accommodation needs can be met in the new role that you are pursuing. If invited to participate in the hiring process, and you are unable to perform the essential/bona fide requirements (e.g. physical, cognitive requirements), please notify the Recruitment Team by emailing careers@yrdsb.ca to review next steps (in the email please reference the job title you are applying to).
Important Information for CUPE 1734 Members:
As per the Collective Agreement (A.11.7 and A.11.8), those twelve month employees filling vacancies as a result of a job posting are to remain twelve months at their positions. Ten month employees are to remain in their position until the end of the school year. Each application submitted for a job posting will be reviewed, although consideration may be impacted by Articles A.11.7 and A.11.8.
As a condition of employment, successful candidates will be required to submit a current original Police Vulnerable Sector Check (PVSC) from the police jurisdiction in which they reside or an Enhanced Police Information Check (E-PIC) through Sterling Backcheck prior to commencing employment with the Board. The PVSC and E-PIC documents are only valid if issued within the last six months. Candidates are not advised to obtain this document prior to an offer of employment. Should you go through the E-PIC process it is the candidates responsibility to download the results and provide a PDF copy to the Board upon instruction. Should you go through the PVSC process, it is the candidates responsibility to provide the results to the Board upon instruction.
On-line applications are collected centrally at the Education Centre - Aurora and are monitored by Human Resource Services. All applications will be screened based on the required education, experience and qualifications as noted in the posting and job description and as reflected in the application. Only those candidates meeting these criteria will be eligible to participate in the selection process and only qualified candidates will be contacted.
The personnel file of all internal applicants will be reviewed as part of the selection process.
Please Note :
nvalabs.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, nvalabs.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.