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Posting Number: YUSA-8632
Position Title: Helpdesk Technician
Department: Information Services & Technology, Schulich School of Business
Affiliation: YUSA
Band: 10
Salary: $54,534
Duration: Continuing Full-Time
Hours: Monday through Friday: Shift I*: 8:00 am - 4:00 pm Monday through Friday: Shift II*: 3:00 pm - 11:00 pm Saturday through Wednesday: Shift III*: 10:00 am - 6:00 pm
Reporting to the Manager, User Services, S.S.B Information Services & Technology and supervised by the Senior Helpdesk Technician, the incumbent provides front-line helpdesk support for technical and end-user problems for a variety of S.S.B. academic and administrative services. This is a multi-incumbent position with rotational shifts, providing 8:00 a.m. - 11:00 p.m. service coverage on business days and 10:00 a.m. - 6:00 p.m. on weekends.
SKILLS MATRIX: OPERATING SYSTEMS:ADVANCED LEVEL - MS Windows (various desktop O/S), Apple (various O/S). BASIC LEVEL -Unix (AIX, Linux, Solaris etc.). PROGRAMMING LANGUAGES: INTERMEDIATE LEVEL - Variety of languages (e.g. C, Visual C++, Visual Basic, HTML). DATABASE MANAGEMENT: INTERMEDIATE LEVEL - Microsoft Access. BASIC LEVEL - Oracle 7.x, 8, 9, Microsoft SQL, dBase derivatives. APPLICATION PACKAGES: ADVANCED LEVEL - Word Processing (e.g. MS Word, Corel WordPerfect), Spreadsheets (e.g. MS Excel, Lotus 1-2-3). INTERMEDIATE LEVEL - Schedulers (e.g. Lotus Notes Scheduler, Synchronize), E-mail (e.g. Lotus Notes, Eudora Outlook, Pine), Conferencing Systems (e.g. Sametime, Instant Messaging, First Class, Moodle). BASIC LEVEL - Statistical Packages (e.g. SAS, SPSS, STATA). COMMUNICATIONS: ADVANCED LEVEL - Remote Access Software (e.g. Remote Desktop, PC Anywhere), Remote Management Software(e.g. SCCM), Web Browsers (e.g. Firefox, Internet Explorer, Safari, Notes). INTERMEDIATE LEVEL - Communications Protocols (e.g. IP, Netbeui, AppleTalk), LAN/WAN Architecture(e.g. Ethernet, Token-Ring, ISDN etc.), Modem Technologies (hardware and software). BASIC LEVEL - Routing Protocols(e.g. RIP, OSPF), Communications Hardware (e.g. Cisco routers, switches, repeaters), Web Servers (e.g. Domino, Microsoft IIS, Apache). LOCAL AREA NETWORK: BASIC LEVEL - Microsoft Windows Server 2003, Microsoft Windows Server 2008. UTILITIES: INTERMEDIATE LEVEL - Passport York MAYA/MMS, Active Directory Client Software, Juniper Virtual Private Network, Citrix ICA Client (WebFAS), Tape/Disk Backup Systems, File Conversion Tools, File Compression/Encoding Tools. BASIC LEVEL - Microsoft Print Management.
University degree or diploma from a recognized community college in computer science or equivalent.
Two years of recent experience in end-user technical support (preferably in a Business School or University 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 have a pleasant demeanour and enjoy working with the public and be able to deal and communicate effectively with clients at all levels in a clear and organized manner! 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 the 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.
Cover Letter Required: Yes
Internal Posting Date: October 21, 2013
Internal Application Deadline: October 28, 2013
Extended Posting Date: October 30, 2013
Extended Application Deadline: November 6, 2013
External Posting Date: October 30, 2013
External Application Deadline: November 6, 2013

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

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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.

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