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We are currently accepting applications for Support Specialist. Under the direction of the Service Desk and Training Coordinator, the Support Specialist is responsible for providing continuous front‑line customer support, issue investigation and resolution, and dispatching next‑level support for technology services as required. The Support Specialist plays a role in establishing and improving support procedures for a variety of technology service processes. This position maintains and monitors records for the Incident Management system, Configuration database and automated call distribution system. Service desk responsibilities include a variety of front‑line functions such as web administration, security and password administration, maintenance of the ITS and help‑desk public and private team sites. The Support Specialist also develops technical and end‑user documentation and participates in internal quality assurance testing.

The Support Specialist is also responsible for designing, delivering and improving software training programs for Board staff. They develops training programs using a variety of media (e.g. classroom, video, web‑based, documentation) and provides delivery of training across the system.

Details of the Assignment:

This position is covered under the UCDSB/CUPE collective agreement. For more information on employment information such as entitlements, pay, staffing, job protection, union security and dues information under the agreement please click here to view it on our external website.

Qualifications and Experience:





- Completion of a three years Community College Diploma in Computer Technology or Call Centre Management.
- A minimum of two (2) years of related experience, preferably as a support analyst in a call centre environment and/or a technical trainer.
- A valid driver’s license and access to a vehicle is required.

Skills Required:

- In-depth knowledge of PC hardware and software, including administrative and academic applications such as Microsoft Office 365 applications
- Knowledge of Active Directory and security policies and procedures
- In-depth knowledge of Windows operating systems
- In-depth knowledge of Apple iOS and Android mobile platforms
- Well-developed skills in working with non-technical users to efficiently diagnose hardware and software problems without physical access to the problem device
- Ability to perform appropriate triage and appropriately elevate issues
- Understanding of adult education concepts and strategies
- Well developed skills in training techniques and program delivery
- Sound judgement skills and ability to take initiative when making decisions, determining corrective or appropriate actions and making recommendations
- Technical writing abilities
- Knowledge of relevant Board and Departmental policies and operational procedures




- Advanced level skills in working with a ticket management system
- Effective customer service strategies
- Excellent verbal and written communication skills with abilities in writing manuals and training materials; well developed listening skills to identify problems and provide support
- Robust interpersonal skills with the ability to understand and respond to inquiries using tact and diplomacy when dealing with Board Personnel
- Good organizational and time management skills to prioritize work and manage multiple priorities and concurrent demands
- Well-developed research, analytical and troubleshooting skills
- Effective presentation and facilitation skills required when providing training
- Demonstrated understanding of modern front-line Business and Learning Technologies service and call centre practices.
- Ability to learn and maintain skill in a variety of software products
- Ability to deliver training to and support users at all levels of technical proficiency

Duties and Responsibilities:

Technical Support

- Delivers front‑line service and support for software applications, operating systems, computer peripherals and network usage for a broad range of standard applications in a diverse multi‑platform environment, with the objective of achieving the highest possible rate of customer problem‑solving prior to the dispatch of field support staff
- Records, tracks, and documents the incident problem‑solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Participates in the proactive resolution of pr

📌 Support Specialist (Canada)
🏢 Upper Canada District School Board
📍 Canada