School District No. 42 (Maple Ridge-Pitt Meadows) is seeking qualified applicants interested in the above unionized position (CUPE Local 703) as part of the District’s IT Department.

SUMMARY:

Reporting to the Manager of Information Technology, coordinates and supports the activities of the IT Help Desk and provides clerical services to the department and manager. Coordinates the work schedules of the IT Department and creates and maintains computer user accounts and passwords.

The IT Help Desk Coordinator will:

Provide front line help desk services including receiving, evaluating and scheduling requests for IT support. Troubleshoots computer software and hardware issues over the phone. Creates help desk tickets/work orders from phone and/or email requests for repair. Forwards requests to IT staff as necessary.
Coordinate the equitable distribution of work orders amongst technicians and tracks and maintains work order status to ensure timely completion.
Provide help desk services via remote access to troubleshoot and support district staff on software use.
Orders equipment, software, computers, parts, cellular phones, VOIP, etc. through the Purchasing Department and follows up on orders, requirements, warranties, and other related documentation. Obtains prices and specifications through the Purchasing Department, from suppliers, or from literature available in the department or online. Verifies incoming deliveries for accuracy, completeness and damage. Verifies packing slips and invoices.
Act as a representative for the department by performing reception duties, responding to general inquiries, handling mail,  answering/directing calls, relaying messages and completing district forms as required. Provide administrative support to the IT Manager. Provides relief for front desk switchboard and reception.
Performs a wide variety of word processing and database tasks including operating a computer using a variety of software programs to process work orders, part estimates, invoices, preventative maintenance and work history records. Selects, verifies, enters, stores and processes data from a variety of material such as inventories, invoices, purchase orders and correspondence. Updates and edits stored information. Compiles data and prepares month-end and year-end forms and reports, including mileage and purchasing card logs, as required.
Creates, modifies and maintains computer user accounts and/or passwords for staff and students.
Maintain up-to-date inventory of all School District hardware and software.
Provide support for staff and District parents on issues related to the Parent Portal.
Maintain the online knowledge base using current software and provides inventory reports for department staff.
Perform data extracts and runs reports from district programs. May be required to perform extracts and generate reports from Provincial software packages.
Attend departmental meetings, records minutes and actions follow-ups as may be required.
Perform other assigned comparable duties within the scope of knowledge, skills and abilities required by the position.

REQUIRED KNOWLEDGE, ABILITY AND SKILLS:

Successful completion of Grade 12 plus a recognized Apple Help Desk or Microsoft Help Desk designation along with the ITIL Foundation Level certification.
Two years of related help desk experience in combination with practical experience in office administrative support activities.
Strong knowledge of and proficiency with Windows/Macintosh operating systems and Microsoft Office Suite software including word processing, spreadsheet and database programs with keyboarding skills at a minimum of 50 net wpm.
Solid knowledge, skills and experience operating enterprise Help Desk software.
Excellent organizational skills combines with the ability to work under pressure with limited supervision.
Strong oral and written communication skills.
Sufficient physical strength to lift and handle computer equipment.
Demonstrated ability to work at the level of independence and with the degree of initiative appropriate to the position.
Demonstrated ability to communicate effectively and harmoniously with staff, students, parents, contractors and outside agencies.
A valid B.C. Driver’s License.