Loyalist College is located on the territory of the Huron-Wendat, the Anishinaabeg, and the Haudenosaunee people. We acknowledge our shared obligation to respect, honour, and sustain these lands and the natural resources contained within.

Loyalist College is Ontario’s Destination College – empowering students, faculty, staff, and partners through experiential, industry focused, cluster-based education, training, and applied research programs. Located on more than 200 acres in the beautiful Bay of Quinte region, the College is perfectly positioned between Toronto, Ottawa, and Montreal. Loyalist College is a close-knit community where students and their success come first. Loyalist provides personalized attention in small classes, rewarding field placements, and superior student services. Its Belleville, Bancroft, and Toronto campuses and Port Hope satellite location support programs and services for more than 6,000full-time and 8,000 part-time students each year.

SERVICE DESK ANALYST:

Reporting to the Manager, IT Service Operations, with functional direction provided by the Service Desk Coordinator, the incumbent will provide first level support to the Loyalist College ITS user community as well as receive and document Facilities incidents and requests. As a member of the Service Desk team, the incumbent is a key point of contact between the Loyalist College community and the Facilities and Information Technology Services teams that handle incidents and requests.

RESPONSIBILITIES:

• Receives, tracks and resolves (and/or refers as appropriate) service requests related to IT application and system access, and questions related to the use of supported applications
• Provides Faculty and staff support for Learning Management System courses
• Receives and tracks (and/or refer as appropriate) incidents related to the Facilities environment according to defined processes
• Provides administrative assistance to the Facilities and IT departments including creating and maintaining departmental documentation
• Maintains the IT Audio Visual equipment library and database application and performs reservations and check-out/check-in of IT Audio Visual equipment
• Issues parking permits and addresses parking permit and infraction related issues
• Issues keys upon appropriate approval and maintains key inventory documentation
• Provides exam and survey marking services to Loyalist College Faculty

• Completion of a two (2) year diploma in Information Technology or Business Administration
• IT certifications (i.e. ITIL) considered an asset
• A minimum one (1) year of experience in a service-related field (Information Technology/Facilities) with strong customer service skills. Experience working in an educational environment considered an asset
• An understanding of Student Information Systems (Banner) and Learning Management Systems (Blackboard) considered asset
• A solid understanding of client computing technologies (MS Windows, Office Suite, Antivirus, e-mail, search engines) along with demonstrated abilities in software installation, client networking and desktop hardware
• An ability to apply an understanding of diversity and inclusiveness to meet the needs of a diverse student population
• Proven customer service skills and strong verbal and written communication skills to document incidents in a concise and accurate manner
• A proven process orientation and an ability following ITIL service desk and incident management models
• Effective organizational skills and a proven ability to develop priorities and meet deadlines under pressure
• Ability to work independently and as part of a team

Please note: Following an offer of employment, candidates with Canadian credentials will be required to provide official transcripts from the granting educational institution(s); candidates with international credentials must provide World Education Services (WES) evaluation (at their own cost)confirming Canadian equivalency of their credentials.

Loyalist is committed to promoting a diverse and inclusive college community. We encourage and welcome applications from marginalized and equity seeking groups. Loyalist College is committed to accommodating applicants with disabilities throughout the hiring process. If you have accommodation needs, please inform us as soon as possible by sending an email to peopleandculture@loyalistcollege.com.

Benefits for Part-time Support Staff include:

• As a part-time employee of the Ontario College system, you have the option to join the CAAT Pension Plan at any point during your employment.

CAAT pension website

• 4% vacation pay, moving to 6% after 5 years
• Tuition reimbursement opportunities and developmental leave provisions

Work Life Balance Matters at Loyalist College

Part-time Support Staff can expect:

• Employee Family Assistance Plan - provides timely short-term counselling and consultation assistance to employees and their immediate family
• A discount on membership to the fitness centre
• An Inclusive and Accessible Workplace