This position provides front-line service desk support during regular business hours. Hours may be extended to cover staff vacations or to meet increased demand at the start of academic terms. This role focuses on entry-level support and differs from the full-time service desk technician position, which involves more advanced technical responsibilities and a broader scope of work.

Key responsibilities

Provide front-line service desk support, including account management, password resets, ticket intake and triage, and initial issue response.

Troubleshoot basic technical issues such as multi-factor authentication and login problems.

Provide general inquiry support, guidance, and advice to clients.

Support parking services by issuing permits and providing parking-related information.

Issue keys and grant access upon appropriate approval; maintain accurate key documentation and inventory records.

Perform other related duties as assigned.

Qualifications

Completion of a two-year diploma, preferably in technology, business administration, or a related field.

Minimum of one year of experience in a front-line, customer service related role.





Strong customer service skills, with the ability to build rapport and communicate effectively.

Excellent critical thinking, analytical, accuracy, and attention-to-detail skills.

Ability to prioritize and perform effectively in a fast-paced, high-pressure environment.

Working knowledge of client computing technologies, including Windows, Microsoft 365 suite, mobile devices, multi-factor authentication, software installation and basic hardware troubleshooting.

Demonstrated commitment to diversity and inclusion when supporting a diverse student and staff population.

Working knowledge of IT service management principles, including incident and service request processes.

Familiarity with service desk tools, ticketing systems, and documentation standards

ITIL v4 foundation certification would be an asset.

Experience in an educational setting and familiarity with student information systems (Banner) and learning management systems (Canvas) are considered assets.

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📌 Service Desk Associate (Ontario)
🏢 Cambrian College
📍 Ontario