Helpdesk Technician, Technology Services Centre, Competition # OPSEU-21-06-B, Thunder Bay, ON

Helpdesk Technician

Technology Services Centre

Thunder Bay Campus

Full Time, Permanent - OPSEU Position

$27.06 - $32.39 per hour

Competition # OPSEU-21-06-B

Lakehead University invites applications from dynamic, creative and enthusiastic IT professionals to join our team. Under the general supervision of the Manager of Server, Desktop & Client Services, the Helpdesk Technician will provide timely, accurate and seamless front-line support to students, faculty and staff as it pertains to the University operations relating to hardware, applications and other relevant technologies.

DUTIES:

As the initial point of contact for reporting technical problems, the Helpdesk Technician is responsible for, but not limited to the following:

• Analyzing client requests by phone, email, and in person, to provide clients with accurate, courteous, and clear technical assistance.
• Creating and maintaining service requests via ticketing system, tutorial documentation, and contributing to an overall IT knowledge base.
• Providing support for both remote and in person clientele on various University operations including applications, Windows domain services, printers, network access, telephony and remote connectivity (VPN).

QUALIFICATIONS:

• Post-secondary education in a computer related field along with demonstrated experience with Active Directory, Windows operating systems, MS Office/365 applications, Mac operating systems, Network (LAN/WAN) concepts, VPN technologies, mobile technologies, and printing solutions.
• Previous experience in a Helpdesk role in a high volume environment is preferred.
• Possesses the ability to process and prioritize a high volume of work with accuracy and efficiency.
• Excellent communication and customer service skills are a necessity as well as the demonstrated ability to work with a variety of clientele at all levels.
• Takes initiative to stay informed and trained on new and developing technology and systems as it pertains to the role.  
• Proactive with technological changes and the desire to continuous learning are key factors to success within this role.

This position offers a competitive remuneration package including salary, comprehensive benefits package, life insurance, a pension plan and tuition waiver. Compensation offers are evaluated based on a combination of education, experience, qualification, and other pertinent factors. The hours of work is primarily a Monday to Friday day shift.

For more information related to this position, a job fact sheet can be made available by contacting the Office of Human Resources.

Internal OPSEU candidates that meet the minimum posted requirements will receive first consideration. Interested candidates are invited to submit a single PDF document quoting job competition # OPSEU-21-06-B containing a cover letter, resume and the contact information for three professional references to:

Office of Human Resources

e-mail: careers@lakeheadu.ca

Lakehead University is committed to creating a diverse and inclusive environment and welcomes applications from all qualified individuals including women, racialized persons, Indigenous people, persons with disabilities and other equity-seeking groups. All qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority.  This is in accordance with Canadian immigration requirements.

We appreciate your interest; however, only those selected for an interview will be notified. Lakehead University is committed to supporting an accessible environment. Please ask us how we may help you by contacting the Office of Human Resources, Lakehead University, (807) 343.8334 human.resources@lakeheadu.ca.