Helpdesk Technician

Employment Opportunity

Why Lakehead University?

Thunder Bay is one of Canada’s top emerging cities. Here you will find a mix of modern city living and the best of nature – all on your doorstep. Thunder Bay provides small city affordability, big city opportunities and the bonus of a superior lifestyle. When it comes to location, nature and cost of living, Thunder Bay is one of the best places to live in Canada. For more on the vibrant city of Thunder Bay, visit thunderbay.ca.

At Lakehead University we challenge the conventional to provide a university experience that’s far from ordinary. Your unique ideas will be respected and encouraged. Join our thriving academic community where you can make a real difference through innovation and collaboration.

Lakehead is a comprehensive University with a reputation for innovative programs and cutting-edge research. In 2022, for the third year in a row, Lakehead University was included in the top 100 of the Times Higher Education Impact Rankings. Lakehead is the highest ranked university in the world with under 10,000 students. Maclean’s has once again included Lakehead University among Canada’s top 10 primarily undergraduate universities in the magazine’s 2023 University Rankings.

About this Job

Lakehead University invites applications from dynamic, creative, and enthusiastic IT professionals to join our team. Under the general supervision of the Manager of Server, Desktop & Client Services, the Helpdesk Technician will provide timely, accurate and seamless front-line support to students, faculty, and staff as it pertains to the University operations relating to hardware, applications and other relevant technologies.

Job Duties

The Helpdesk Technician is responsible for providing first-line technical support. This includes, but is not limited to the following:

•Analyzing client requests by phone, email, and in person, to provide clients with accurate, courteous, and clear technical assistance.

•Creating and maintaining service requests via ticketing system, tutorial documentation, and contributing to an overall IT knowledge base.

•Providing support for both remote and in person clientele on various University operations

Employment Opportunity

including applications, Windows domain services, printers, network access, telephony and remote connectivity (VPN).

Qualifications

●Post-secondary education in a computer related field along with demonstrated experience with Active Directory, Windows operating systems, MS Office/365 applications, Mac operating systems, Network (LAN/WAN) concepts, VPN technologies, mobile technologies, and printing solutions.

●Previous experience in a Helpdesk role in a high-volume environment is preferred.

●Possesses the ability to process and prioritize a high volume of work with accuracy and efficiency.

●Excellent communication and customer service skills are a necessity as well as the demonstrated ability to work with a variety of clientele at all levels.

●Takes initiative to stay informed and trained on new and developing technology and systems as it pertains to the role.

●Proactive with technological changes and the desire to continuous learning are key factors to success within this role.

Working Conditions

●Primarily an 8:30 a.m. to 4:30 p.m. shift, Monday to Friday.

●When required, hours of work may be modified to suit the needs of the University.

●Office environment

What do We Offer?

This position offers a competitive remuneration package including salary, comprehensive benefits package, life insurance, pension plan, and tuition waiver.

Lakehead University has a commitment to supporting employees and providing opportunities for flexible and diverse work arrangements. We are proud to share the Alternate Work Arrangement Guideline as a step to creating innovative schedules that work for our employees to promote a quality work-life balance. Please inquire with the hiring manager if this position is eligible for an Alternate Work Arrangement.

How to Apply

Interested applicants may apply by clicking on this link to this Google Form and attaching your cover letter and resume in word or PDF format.

If you are experiencing any issues with the Google Form, please email careers@lakeheadu.ca for assistance.

We appreciate your interest; however, only those selected for an interview will be notified. Lakehead University is committed to creating a diverse and inclusive environment and welcomes applications from all qualified individuals including women, racialized persons, Indigenous people, persons with disabilities and other equity-seeking groups. All qualified candidates are encouraged to apply; however, Canadian

Employment Opportunity

citizens and permanent residents will be given priority. This is in accordance with Canadian immigration requirements.

Lakehead University is committed to supporting an accessible environment. Applicants requiring accommodation during the interview process should contact the Office of Human Resources at (807) 343.8010 ext. 8334 or human.resources@lakeheadu.ca to make appropriate arrangements.