Part Time - User Service Representative (3 positions)

George Brown Polytechnic•Toronto, ON

2d•Onsite

About The Position

George Brown Polytechnic is seeking three Part-Time User Service Representatives to provide front-line support for a variety of computer software, learning resources, and library equipment. This role involves assisting students with technical issues, account management, network access, and software recommendations. The position is regular part-time support, with 24 hours per week, scheduled Monday to Friday (varied), and is located on-site at all campuses.

Requirements

Two-year certificate or equivalent from a recognized post-secondary institution in Information Technology, Computer Technician or equivalent; plus, current Comp TIA A+ Certification is required.
Minimum two years of practical experience working in a high-volume customer service environment or in an IT service environment providing Tier 1 technical support on computers, application software, hardware, peripherals, and audio-visual equipment in a library/computer lab environment; working knowledge of Library Information Systems and a general understanding of library operation and processes.
Demonstrated knowledge of office productivity software (Word, Excel, PowerPoint, Outlook, Access, Internet), and working knowledge of wireless technology.
Technical knowledge to diagnose and troubleshoot Windows and Mac operating systems as well as those related to common software such as MS office, Adobe products, and Internet applications.
Good understanding and knowledge of WiFi, and network technologies.
Knowledge of consumer hardware, especially mobile devices, printers, and operating systems.
Knowledge of social networking sites, web technologies, and popular apps.
Demonstrated excellence in English; verbal and written communications; interpersonal, organizational and customer service skills.
Demonstrated ability to work with limited direction as part of a team.
Ability to organize and schedule work despite constant interruptions.
Good and accurate keyboarding skills.
General understanding of library operations and processes.
Ability to lift and move up to 44 lbs.
Demonstrated commitment to uphold the polytechnic’s priorities on equity, diversity, inclusion and Indigenization (EDII).

Nice To Haves

Recognized Information Technology training and certificates are assets.
Familiarity with American Sign Language (ASL) is an asset.

Responsibilities

Assists with a wide variety of computer software and learning resources, including demonstrating basic software applications, Library Catalogue use, Help functions, and Library Learning Commons (LLC) equipment such as printers.
Provides front-line support for Identity Management (IDM), including verifying user accounts, assigning temporary passwords, assisting with password resets, escalating account issues for resolution.
Assists users with setting up personal laptops for Polytechnic wireless network access, wireless printing setup, and Student E-mail account access and use.
Recommends available software that meets students’ needs, including academic software, anti-virus and anti-spyware solutions, and software compatible with LLC resources.
Provides basic assistance with student administrative systems (Stu-View, Web Registration), OSAP online applications, online courses (Blackboard/WebCT), and basic troubleshooting, escalating complex issues as required.
Provides circulation and student service support by using the Library Management System to circulate materials, verifying student status with the Student Record System, registering/activating users, and producing Photo-ID cards using Banner and the ID card management system.
Other duties as assigned.