Technical Support – Helpdesk – Digital Nova Scotia – Leading Digital Industry

Technical Support – Helpdesk

Position Title Technical Support – Helpdesk

Department/Unit Computer Science

Location Halifax, Nova Scotia, Canada

Position Type Term

Duration of Contract (if applicable) 1 year

Employment Type Full Time

Full-time Equivalency (FTE) 1

Salary $25.91 – $32.8 ($43,785 – $55,429, per annum, 32.5 hours per week)

Classification T7

Provisional Statement

This is a provisional classification. Formal regular review classification procedures may be initiated at any time by the incumbent or supervisor after the incumbent has worked a minimum of six months in the role.

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 almost 21,000 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

The Faculty of Computer Science ( FCS ) offers degrees tailored to match individual interests in a high-tech discipline at the forefront of innovation. Staff work with faculty members to help build a foundation for student success as students prepare, through academics and research, for a career in one of the world’s hottest growth industries. Reporting to the Director of Technical Services & Infrastructure, the Help Desk Technician will be responsible for assessing and responding to tickets in the ticketing system from faculty, staff and students, fixing software and hardware issues, maintaining computer labs, print stations and other infrastructure and creating and maintaining virtual environment and in-person setups for faculty members/researchers in the classroom and labs.

Key Responsibilities

  • Operates a help desk for students, faculty and staff of the Faculty of Computer Science. Classifies, categorizes, prioritizes, and responds to support requests via phone, email and ticket system.
  • Provides hardware and software (including operating system and applications) support for students, staff, and faculty members.
  • Provides on-site support for Faculty events, lab setups, non-structural furniture setups, equipment loaning, and classes across various locations on campus
  • Receives requests for lockable storage unit ( PED ) distribution and acts on requests to distribute PED’s to students including issuing keys, placement of PED’s, and tracking via Asset tracking system.
  • Assists technical services team with various tasks and maintain up to date documentation on all procedures and processes for help desk/technical services team.

Note

Due to operational requirements, the successful applicant is required to work in-person on campus.

Required Qualifications

  • Diploma in Information Technology & Networking with approximately three to five years’ related experience (or an equivalent combination of training and experience).
  • Experience with Microsoft Office 365, Office Suites, MS Windows, Linux and Mac OS.
  • Demonstrated experience with a diverse range of services in technical user support, networking, and communications.
  • Excellent interpersonal, communication (both written and oral), organizational and proven troubleshooting skills.

Assets

Job Competencies

The successful candidate is expected to demonstrate proficiency in Dalhousie’s core competencies (https://www.dal.ca/dept/leaders.html), in particular:

  • Self-Awareness & Professionalism
  • Integrity
  • Knowledge & Thinking Skills
  • Communication
  • Service

Additional Information

Dalhousie University supports a healthy and balanced lifestyle. Our total compensation package includes a defined benefit pension plan, health and dental plans, a health spending account, an employee and family assistance program and a tuition assistance program.

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 commits to achieving inclusive excellence through continually championing equity, diversity, inclusion, and accessibility. The university encourages applications from Indigenous persons (especially Mi’kmaq), persons of Black/African descent (especially African Nova Scotians), and members of other racialized groups, persons with disabilities, women, persons identifying as members of 2SLGBTQIA+ communities, and all candidates who would contribute to the diversity of our community. For more information, please visit www.dal.ca/hiringfordiversity .

Posting Detail Information

Number of Vacancies 1

Open Date 03/21/2024

Close Date 04/03/2024

Open Until Filled No