Help Desk Analyst

St. Michaels University School is seeking a Help Desk Analyst to complement and support an experienced IT Department. The Help Desk Analyst reports to the Manager of Information Technology and is responsible for providing user support and technical solutions in accordance with Information Technology (IT) policies and standards. This position receives and resolves Help Desk requests and provides support with hardware, software and audio-visual equipment. 

Work Schedule:  

Regular hours of work are 8.00 am – 4.00 pm Monday to Friday. 

Responsibilities include:  

• Provides technical assistance and end-user support and addresses issues related to computer systems, software, hardware, and audio-visual equipment 

• Monitors service requests assigned in the queue and processes based on priority 

• Maintains and fine tunes the Wi-Fi and Switch networks 

• Repairs school-provided end-user equipment such as computers, laptops, printers 

• Runs diagnostic programs to determine malfunctions, research technical options and resolves problems 

• Deploys/Maintains/Troubleshoots printers and printing issues 

• Does minor cabling installation and testing 

• Identify recurring issues and user trends 

• Recommends procedure modifications or improvements 

• Documents user training guide and train users as necessary 

• Some travel to the Junior School Campus will be required 

• Other related duties 

The successful candidate will have the following skills, background and interest: 

• Two years related experience in troubleshooting and providing help desk support 

• One to two years of study in a relevant discipline; diploma preferred  

• Working knowledge of IT Service Management framework would be an asset 

• Working knowledge of fundamental operations of relevant software, hardware and other equipment 

• Excellent customer service and interpersonal skills and the ability to communicate effectively, both orally and written, with internal and external customers 

• Ability to be tactful, demonstrate excellent judgment, and work as a positive and collaborative team member 

• Organized with the ability to work under deadlines with conflicting demands from various departments 

• Ability to create and edit a wide variety of documents 

• Enthusiastic, energetic, a self-starter with the ability to work independently and within a team 

Salary: 

Annual salary range: $55,088 - $64,791. 

Criminal Record Check: 

Must pass and maintain a clear Solicitor General criminal record check for the purpose of working with children. 

Application Details: 

Please respond with a cover letter and resume by 2:00 pm Tuesday, July 23, 2024. 

About St. Michaels University School: 

Located in Victoria, British Columbia, Canada, St. Michaels University School (SMUS) is a Junior Kindergarten to Grade 12 day and boarding school with a global reputation for academic excellence. 

Our students from over 30 countries all over the world have opportunities in academics, athletics, arts, leadership, service and outdoor education, and are inspired by an extraordinary staff committed to character growth and preparing students for what lies ahead in life. The school’s Mission shapes these endeavours: Our school seeks the excellence in all of us, with passion and compassion. We are a community shaped by the pursuit of truth and goodness, providing outstanding preparation for life. At St. Michaels University School, we seek to employ and empower individuals who wish to forge impactful relationships and careers that place our students at the centre. We firmly believe that expanding our diversity while adjusting our practice will lead to becoming the community we envision – a place where staff and students share a sense that they fully belong.