Part Time - User Service Representative

at  George Brown College

CLOSING: Open until filled.
Land Acknowledgement
George Brown College is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other.
Equity Statement
George Brown College is committed to creating and sustaining an equitable and inclusive learning and working environment. We encourage and actively seek applications from Indigenous, Black, racialized people, visible minorities, 2SLGBTQIA+ persons, all genders, and persons with disabilities.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Two-year certificate or equivalent from a recognized post-secondary institution in Information Technology, Computer Technician or equivalent; plus Current Comp TIA A+ Certification is required.
• Minimum two years of practical experience working in a high-volume customer service environment or in an IT service environment providing Tier 1 technical support on computers, application software, hardware, peripherals, and audio-visual equipment in a library/computer lab environment; working knowledge of Library Information Systems and a general understanding of library operation and processes. Recognized Information Technology training and certificates are assets.
• Demonstrated knowledge of office productivity software (Word, Excel, PowerPoint, Outlook, Access, Internet), and working knowledge of wireless technology.
• Technical knowledge to diagnose and troubleshoot Windows and Mac operating systems as well as those related to common software such as MS office, Adobe products, and Internet applications.
• Good understanding and knowledge of WiFi, and network technologies.
• Knowledge of consumer hardware, especially mobile devices, printer, and operating system.
• Knowledge of Social Networking sites and web technologies and popular apps.

SKILLS AND ATTRIBUTES:

• Demonstrated excellence in English; verbal and written communications; interpersonal, organizational and customer service skills.
• Demonstrated ability to work with limited direction as part of a team.
• Ability to organize and schedule work despite constant interruptions.
• Good and accurate keyboarding skills.
• General understanding of library operations and processes.
• Ability to lift and move up to 44 lbs.
• Familiarity with American Sign Language (ASL) is an asset.
• Effective ability to interact with others and deal with situations in ways that respect diverse backgrounds, experience, and styles.
• Flexibility in adapting to change and in participating in consultative decision-making processes.

ABOUT US:

George Brown College prides itself on educating students through real-world learning, in the heart of Toronto. Our faculty and employees make this vision a reality, and we support them by making George Brown a great place to work. See why we are consistently ranked as one of GTA’s top employers.

• Assists with a wide variety of computer software and learning resources. Demonstrates the basic use of software applications, including the Library Catalogue, especially the use of software “Help” functions and the optimal use of computer hardware and other equipment available in the Library Learning Commons (LLC) such as use of various types of printers.
• Provides front line support for Identity Management (IDM) by verifying user accounts and status, assigning temporary passwords, assisting users resetting passwords, and reporting user account problems to the ITS Department’s, IDM administrator and LLC Manager for resolution, and following up with the user with the resolution.
• Assists users setting up their personal laptops to connect to the college wireless network and wireless printing setup in the Library Learning Commons.
• Recommends software available at the centre that will support student needs for their work, type of anti-virus and anti-spyware that protect student laptops or home computers, and other software that will be useful for their academic work that will be compatible with the centre.
• Assists users with accessing and using their Student E-mail account.
• Provides basic assistance for clients of the student administrative systems (Stu-View and Web Registration), OSAP on-line applications and on-line courses (Blackboard/WebCT).
• Performs basic troubleshooting of user problems, referring any complex technical problems (those requiring investigation of problems) to the User Service Technologist and/or Network Administrator for technical resolution.
• Provides timely and efficient circulation service by using the Library’s automated library management system to circulate library materials in all formats to users.
• Verifies student status with the Student Record System and registering and/or activating students in the Library Management System.
• Performs Photo-ID service at the LLC service counter by Verifying eligibility for photo-ID cards, taking pictures and producing ID cards using Banner and the ID card management system.
• Other related duties as assigned.