IT Service Desk Technician (Sarnia)

Company Biography: Lambton College is always proud to acknowledge that it is located on the beautiful homeland that is the traditional territory of the Ojibwe, Potawatomi and Odawa Nations. As the second-oldest college in the Ontario publicly assisted system, we have served our learners and communities for nearly 60 years, and with ALL IN: The 2025-2029 Lambton College Strategic Plan, we are charting a strong and steady course towards the next 60. We are providing our students with the best learning and research experiences to ensure they are well-equipped to contribute to, and thrive in, a world of opportunity. We are fostering a vibrant culture of community, collegiality, and professional growth for our people to ensure we are the best at being better. And we are continuing to form academic, research, and community partnerships that create value for our local and global community and elevate student and client impacts at local, national, and international scales. At Lambton College, we know where we're going. Just as importantly, we know the way we're going to get there. We call it the Lambton Way, and we welcome applications from those who are interested in being part of it. ALL IN: The 2025-2029 Lambton College Strategic Plan Specific Accountabilities: - Front-line technical contact (first point of contact) for all College IT-related equipment/technology (network, hardware, applications, software, user accounts, AV equipment, mobile devices). Support can be provided via the telephone, e-mail, remote session or in person. Assess incoming problems and either solves them, refers them to the appropriate person, and/or enters a departmental work request; - Redirects requests as appropriate to other departmental staff, and communicating information on service disruptions and service upgrades; - Installs and configures software images, and specialty software on computers and mobile devices; - Troubleshoots hardware and software problems by analyzing incident symptoms to determine nature of problem and resolving errors; - Configures and deploys new computers, monitors, hardware peripherals, multimedia hardware, printers, and mobile devices; - Coordinates booking of portable multi-media and computer equipment. May also assist in equipment setup and troubleshooting; - Participates in development and/or publication of departmental documentation; - Handles Purchasing and Return Material Authorizations (RMAs) with suppliers; - Investigates user-reported issues pertaining to computer accounts; - Other duties as assigned About the Position: This is a full-time Support Staff position reporting to the Associate Director, IT Operations & Infrastructure Security working 35 hours per week at an hourly rate of $32.10. Please note that this role is in-person / in office and remote work is not available. The primary function of the Service Desk Technician is to provide first level technical support to the College community. The Service Desk provides technical support regarding accounts, software, hardware, server and network status and general computer issues and enters all issues into the Department’s ticketing system. The incumbent manages the incoming ticket queue and resolves, assigns based on issue; flags any trending or high priority outages or security related items with supervisor or delegate. The incumbent is responsible for the creation, maintenance, and troubleshooting of user accounts on all College Systems. This includes conducting regular security audits at regular scheduled times. The incumbent promotes computer literacy by helping clients understand and resolve College related software and hardware problems. The incumbent assists with the creation and maintenance of internal and customer facing documentation. The incumbent contacts external companies to arrange for purchase, return, replacement, or refund on defective product. The incumbent supports the use of multi-media equipment (laptops, projectors, cameras, mobile devices and other equipment) for events taking place at the College. The Service Desk also participates in the setup and deployment of information technology equipment, such as laptops, and peripherals. Qualifications: - Two-year Computer Technician, Technologist or related post-secondary computer studies program, or equivalent. - Minimum of one year experience in a computer/hardware technical support; - Knowledge of IT hardware, networks, and the Internet. Requires a basic understanding of working with applications including familiarity with Microsoft Windows, Microsoft Office, iOS, Android; - Customer service focused with a desire to assist faculty, staff and students resolve their technical problems; - A collaborative team player who takes personal accountability to deliver on what is expected in your role and you strive for excellence every day; - You think broadly, celebrate diversity of thought, and respect the uniqueness of individuals. - Possess a high degree of initiative and can demonstrate the ability to think analytically; - Proven ability to prioritize tasks, work independently as well as in a team oriented approach to accomplish goals; - Strong problem solving and organizational skills and proven ability to handle multiple assignments and meet deadlines; - Excellent interpersonal skills in order to communicate with customers who have varying levels of computer knowledge. Closing Statement: Lambton College is committed to an inclusive, barrier-free selection process. If contacted regarding this competition, please advise the interview coordinator of accommodation measures you may require during our selection process. Information received relating to accommodation needs of applicants will be addressed confidentially. We thank all applicants for their interest and wish to advise that only those candidates selected for an interview will be contacted. Lambton College is an equal opportunity employer seeking to live its values in all we do. We are committed to taking proactive steps to provide and create opportunities for historically marginalized groups. We seek applicants who will strengthen our commitment to diversity, equality, and inclusion. We strongly encourage the following qualified candidates: women, Indigenous peoples, racialized people, persons with disabilities, and those who identify as 2SLGBTQ+ to consider working with and for Lambton College. We recognize that structural barriers shape experiences and job qualifications, and therefore we seek to use employment equity to differentiate between candidates who meet the required qualifications; and encourage people to apply even if they feel that the position would be a stretch. Employee Perks: Lambton College provides a wide range of exciting opportunities for both unionized and non-unionized positions with competitive total compensation packages, wages and benefits. Investing in our People: Lambton College is committed to the personal and professional growth of all our employees. Employees of Lambton College are incredibly valued and part of a transformative adventure. They enjoy an engaging and vibrant culture where they are encouraged to realize their full potential via development opportunities and accessible, supportive employee wellness initiatives. Investing in our People Lifetime Retirement Pension - Defined Benefit Pension Plan: Our employee benefit package includes a defined benefit pension to help you create a secure future. The CAAT Pension Plan provides you with a predictable lifetime retirement income, survivor benefits, early retirement options, and more without the stress of making investment decisions. CAAT makes it easy for you to build stable, secure retirement income while you work. Lifetime Retirement Pension - Defined Benefit Pension Plan: Apply on Kit Job: kitjob.ca/job/2pd6fi