Sheridan College

IT Service Desk Specialist (Temporary)

Job Description

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Employee Group: Support Staff
Faculty/Department: Information Technology
Campus: Hazel McCallion Campus (May be assigned activity at any Sheridan campus)
Reference Number: 17/S/104
Payband: I
Hourly Range: $33.17 - $38.44
Hours/Week: 40
Hours:10:00 AM - 7:00 PM
Application Deadline: Open until filled.
Application Details: Position is subject to article 7.5, shift premium. This is a temporary replacement position that may continue up until March 31, 2018.


Reporting directly to the Manager, IT Service Desk, the incumbent acts as the first point of contact on the IT Service Desk for service disruptions and service requests, striving for first call resolution, and acts as point of coordination for IT groups.  The incumbent is accountable for the provision of services documented in the IT Service Catalogue, such as (but not limited to); account management for all IT systems; video conferencing management; print queues; new equipment; software licensing; web content management; communication and IT changes for customers. The incumbent provides services and support to Sheridan students, employees, retirees, guests and visitors.


Specific Responsibilities Include:


  • Consulting with IT service owners to ensure accurate, timely service provision in accordance with established service level agreements;
  • Triaging and troubleshooting software, hardware, server and network issues;
  • Performing Analysis of IT problems and communicating resolution of problems directly to customers in a timely and accurate manner following the established service level agreements and processes;
  • Participating in feasibility studies to explore the suitability of certain technologies;
  • Undertaking business analysis of the stakeholder needs for a given project
  • Leading small IT projects by writing scaled down project plans, executing plan, providing status updates and writing test scripts and test cases to facilitate quality assurance of a solution;
  • Mentoring co-op students;
  • Responding to IT emergencies;
  • Training users on IT products, processes and Sheridan specific setup and configurations;
  • Other duties as assigned.




The successful candidate will possess a 3-year diploma/degree in Computer Science or other technology and IT Service related field, along with a minimum of 3 years of experience in a variety of IT areas such as: service management, hardware maintenance, software performance and troubleshooting, network and server management and maintenance as well as business acumen to facilitate customer satisfaction and to expertly perform the generalist’s role on a level 2 support matrix (or a relevant combination of education and related work experience). The ITIL Foundation certification is required. Completed certification or training in at least one of the following is required: Help Desk Institute (HDI) or Service Desk Institute (SDI), Business Relationship Management (BRM), PMP, CAPM, MCSE, MCSA, MCP, MCITP, VMware, CompTIA A+, Network +, Security + or CCNA. Experience using IT Service Management tools such as Cherwell, Service Now, BMC Remedy, or other is required.  The successful candidate will have knowledge of technological trends and their use cases pertaining to a wide audience as well as superb customer relations aptitude and demonstrated attitude.  Excellent listening, oral and written communication and analytical skills are necessary along with the ability to multi-task effectively and work well as a team member and independently. The successful candidate must have demonstrated customer service orientation, be able to work well in stressful environments and work effectively with customers to achieve suitable solutions for all parties.



Please apply online:


Sheridan welcomes diversity in the workplace and encourages applications from all qualified individuals, including visible minorities, Indigenous People, and persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Sheridan is committed to accommodating applicants with disabilities throughout the hiring process.  At any stage of the hiring process, Human Resources will work with applicants requesting accommodation.


Note: Copies of educational credentials are requested at the time of an interview. As a condition of employment, Sheridan requires confirmation of educational credentials in the form of an official Canadian transcript or an official evaluation of international credentials which determines Canadian equivalency.



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