The Ottawa-Carleton District School Board invites applications for the following position:

Under the direction of the Supervisor of End User Support, the Hotline Support Assistant develops and maintains a working

knowledge of supported computer applications and operating systems; responds to and provides support to all District personnel on

information technology; facilitates the effective usage of the Call Log system; and provides other support functions such as installation

of software, networking and laptop setups.

Knowledge of relevant Board policies and operational procedures, computer hardware and peripherals, server management, operating

systems back-up methods, network usage, software programs. Knowledge of hardware, communications and software concepts for a

full range of computer configurations from micro computers, with specific expertise relating to Intel applications. Technical skills to

assist in the identification and evaluation of computer applications, written communications skills for writing reports such as

evaluation of programs, application and installation instructions; interpersonal and communication skills to exchange and clarify

information, and respond to inquiries using tact and diplomacy. Keyboarding skills for data entry, software information, and surveys;

organization and time management skills to prioritize work and manage multiple priorities and concurrent demands. Ability to

analyze and troubleshoot computer software/hardware problems, and solve technical problems over the telephone; listening skills to

identify problems and provide support. Initiative and judgement skills for determining corrective or appropriate actions; research

skills to locate resources and information, review vendor documentation, to conduct internet searches and evaluate software. The

incumbent must have the ability to learn new materials and technology without instruction. Ability to work independently, and with

minimal supervision.

This level of expertise would normally be obtained through completion of a community college diploma in Computer Science,

Technology or Business, with a minimum of 1 year of related experience; or an equivalent combination of education and experience.

Experience using software such as HEAT, Remedy or similar help desk software; Call Centre certification, MCSE, A Plus, CNE

experience.

By Fax: (613) 596-8776

By Mail: 133 Greenbank Road, Nepean, Ontario K2H 6L3

Applications will be considered in accordance with the ESP Collective Agreement.

In accordance with the Ottawa-Carleton District School Board's Administrative and Support Staff Selection Process, the evaluation and assessment of

candidates will be completed using the following four (4) identified areas of performance: Organizational and Management Skills, Communication,

Interpersonal Skills, and Knowledge and Practice, as they relate to the duties, qualifications, knowledge and education outlined above.

Personal information gathered through the application process is collected under the authority of the Municipal Act, RSO 1980, c302 (as amended),

and will be used to determine the qualification for employment with the OCDSB. Questions about this collection should be directed to the Manager,

Human Resources, 133 Greenbank, Nepean, K2H 6L3.

All OCDSB employees (including casuals) are required to submit applications using the OCDSB Form 494A-Application Package format. Copies

are available at the Greenbank Road Client Service Centre or electronically on BEAM (Administrative Area, HR/Personnel, A&S Staffing folder).