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Posting Number: YUSA-8120
Position Title: Help Desk and Service Coordinator
Department: Information Technology Services, Osgoode Hall Law School
Affiliation: YUSA
Band: 12 (Under Review)
Salary: Annual salary of $58,334 will be prorated based on the number of weeks worked.
Duration: Temporary Full-Time
Hours: 8:30 a.m. - 4:30 p.m.
Position Start Date: October 1, 2012   Position End Date: September 30, 2013
Reporting to the Director, ITS, this position provides front-line help-desk support for technical and end-user problems for a variety of academic and administrative services at the Law School. Services provided by the Help Desk includes the coordination of technology enhanced learning by assisting and guiding Osgoode users in the most effective and efficient application of information technology to pedagogy – both in the classroom and online.
A University degree required ideally in a technology, sciences or computer science field or equivalent such as completion of a diploma in related field as indicated plus 1 year related practical work experience in addition to the minimum years listed.
2 years of recent experience in end-user technical support (preferably in an academic setting) including significant experience in the following: Microsoft Active Directory environment; Apple Macintosh computing environment; Microsoft System Centre Configuration Manager (SCCM) and Microsoft Deployment Tool (MDT); and service desk incident/request ticketing system such as BMC Remedy AR System, Service Now.
Must possess excellent analytical skills to diagnose and resolve software and hardware problems associated with microcomputers in a networked computing environment. Must have exceptional communications skills to elicit accurate information from client users and be able to answer inquiries in an informative and tactful manner. Must have demonstrated ability to manage multiple tasks while under pressure and be able to work both independently as well as an effective team member. Must have a willingness to learn, keep abreast of and master new technologies. Microsoft Certified Technology Specialist (MCTS) designation is an asset. Microsoft Certified Systems Engineer (MCSE) designation is an asset. Apple Certified Support Professional (ACSP) is an asset. ITIL V3 Foundations certification is an asset.
Excellent analytical skills; good written communications skills; excellent oral communications skills. Promotes and utilizes excellent listening and comprehension skills with both clients and team members. Ability to set priorities and working effectively under pressure of high volume. Exercises tact and diplomacy; dealing calmly and effectively with people. Attending accurately to details. Ability to multitask and meet tight timelines and deadlines. ability to keep up to date with computer systems development. Ability to maintain confidentiality. Strong customer service orientation. Skilled in time management to meet team and individual task deadlines. Superior problem solving skills including critical thinking. Strong customer service and consistent communication skills including the ability to follow up with minimal supervision.
Additional Notes :
Technical skills required:
Lead hand intermediate level skills in the areas of: Service Management and Project Management and Data Security including but not limited to: ITIL2/ITIL3, PMI/PMP/Prince2, CISSP/Comptia Security.
Specific technologies include but not limited to:
End User Technologies:
Expert level - Desktop/mobile/tablet technologies, MS Office/Lotus/Domino client and similar productivity tools, disk/data encryption/compression tools, Certified Windows and mobile/tablet application technologies, conferencing systems, portable memory, print technologies, wireless protocols, web based technologies, in-house applications at the end user level and workflow systems, computing device configuration tools and distribution technologies, imaging technologies, multi-vendor systems, audio video/multimedia, lecture capture technologies, mp3 devices, consumer grade technologies.
Enterprise Network Infrastructure level systems:
Intermediate level - Network technologies including “black box” appliances, switches, routers, security firewalls and intrusion detection devices, system monitoring tools, remote access/vpn systems, vulnerability assessment tools, server room environmental technologies including HVAC and remote monitoring systems, floor/ceiling support, fire suppression technologies, large scale racking, cabling, PBX/Centrex, satellite, Backup and recovery systems including tape/disk/san/network/cloud/replication technologies, high availability systems, enterprise server technologies including Blade/1U ,SAN/NAS, clustered nodes, virtual technologies.
Operating Systems, Network and Communications systems:
Intermediate level - network and desktop and mobile operating Systems: NT/2000/2003/2008/20xx, Active Director/Unix/Linux/Novell account configuration, Apple/Mac/iOS/Mobile, Blackberry, Android, TCPIP and other common protocols (legacy or emerging), routing protocols, LTE, 4g/3gs, WiFi, Bluetooth, consumer grade technologies, print/scan/copier systems, virtual technologies, LAN/WAN/MAN/SAN, VOIP, Audio Video systems and communications (Codian/Tandberg/Cisco/SVC/SIP), desktop deployment tools, imaging tools.
Middleware/Application/Database Systems:
Basic level - of Tier 1 vendor platforms and frameworks including IBM DB2/Domino/Social Software/Lotus/Websphere/Java, Microsoft SQL/.NET/Sharepoint/Exchange/CRM tools, Oracle 10/11G/including Financials/Peoplesoft, Unix/Linux emerging frameworks, Open source tools such as Drupal, Joomla, Wordpress and other Content Management Systems, Apache, IBM HTTP Server and other HTTP web services.
Security Management Systems:
Intermediate level - of enterprise antivirus, antispam, anti phishing and other integrated server/client software, mobile security software/tools/configuration, system logs, data security auditing tools, social engineering, network intrusion detection systems, firewall and other security indepth technologies, data encryption, vpn/ipsec, knowledge of practical hands-on applied frameworks and methodologies of security.

Due to the aggressive pace of change and demand in these technologies, the incumbent must demonstrate tact, judgment and higher level time management skills as well as strong cognitive and analysis skills. The frameworks and methodologies are deemed at the intermediate end of the skill spectrum. This position requires on-call access.
Cover Letter Required: Yes
Internal Posting Date: September 28, 2012
Internal Application Deadline: October 5, 2012
Extended Posting Date: October 12, 2012
Extended Application Deadline: October 26, 2012
External Posting Date: October 12, 2012
External Application Deadline: October 26, 2012

Please Note: All applications must be received by 4:30 p.m. on the posted deadline date.

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