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Posting Number: YUSA-8180
Position Title: Helpdesk Coordinator
Department: Information Technology Services, Glendon College
Affiliation: YUSA
Band: 13
Salary: $61,169
Duration: Continuing Full-Time
Hours: 8:30 a.m. - 4:30 p.m.
 
Purpose:

PLEASE NOTE THAT THIS POSITION IS LOCATED AT OUR GLENDON CAMPUS, AND REQUIRES BILINGUALISM IN ENGLISH AND FRENCH.

The Helpdesk is the primary point of contact for all faculty, staff and students requiring technical support at Glendon. The Helpdesk Coordinator provides support, consultation and training with regard to the use of technology solutions supported by the department. Duties include problem definition, research and resolution of technical requests. The Helpdesk Coordinator monitors all technical requests and tracks them until they are resolved in a timely manner, including those requests delegated to other technical staff in the department. This position is also responsible for conducting needs analysis as well as the design, delivery, and evaluation of technical training programs that promote the adoption and effective use of learning technologies. The Helpdesk Coordinator also assists with the audio visual deliveries for special events and classes as required.
 
Education:
Diploma in a related field (e.g. technical support, information technology, computer science).
 
Experience:
Two years of related experience in a bilingual technical and customer service environment preferably in an academic helpdesk setting.
 
Skills:
Excellent communication skills in order to effectively interact with both technical and non-technical users (written and oral); strong presentation skills with demonstrated ability to conduct training sessions and instruct others; very good analytical and evaluative skills; ability to work independently, set priorities and work effectively under pressure; ability to perform effectively as part of a team; ability to exercise tact and diplomacy; ability to deal calmly and effectively with people; ability to multi-task and meet long/short term deadlines; ability to attend accurately to detail; ability and willingness to keep abreast of technological developments; excellent organizational skills; ability to maintain confidentiality; ability to write clear, concise procedural documentation; and advanced knowledge of learning management systems, technology-enhanced learning solutions, as well as a range of computer applications, web authoring software, social media, and web-based collaboration tools.
 
Additional Notes :
Skills Matrix:
OPERATING SYSTEMS- ADVANCED:MS Windows, Mac OS.
APPLICATION PACKAGES- ADVANCED:MS Word/ Pwoerpoint/Excel/Acrobat.
WEB AUTHORING: BASIC-HTML. INTERMEDIATE:FTP Programs, Dreamweaver. ADVANCED:Contribute.
COURSEWARE:ADVANCED:Moodle/Quickplace/Quickr.
MULTIMEDIA:BASIC:Quicktime, Windows Media, Flash. INTERMEDIATE: Camtasia & Camtasia Relay, Audacity, Adobe Premiere/Photoshop.
E-LEARNING APPLICATIONS: INTERMEDIATE- Word Press, YQuiz, Turnitin. ADVANCED: Glendon STS.
 
Cover Letter Required: Yes
 
Dates:
Internal Posting Date: October 31, 2012
Internal Application Deadline: November 7, 2012
 
Extended Posting Date: November 23, 2012
Extended Application Deadline: November 30, 2012
 
External Posting Date: November 23, 2012
External Application Deadline: November 30, 2012

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

Thank you for your interest in a career with York University. To apply, please ensure that:

Applications are to be submitted to: jobs@yorku.ca.

York University is committed to Employment Equity and encourages applications from all qualified candidates. The University welcomes applications from all qualified individuals, including individuals within the University's employment equity categories of women, persons with disabilities, members of visible minorities and aboriginal persons, individuals of diverse gender and sexual orientation and all groups protected by the Human Rights Code. York University is committed to employment equity and diversity and a positive and supportive environment.

York University offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by York University regarding a job opportunity or testing, please advise if you require accommodation. Please note, only those selected for an interview will be contacted.