Helpdesk Technical Specialist - Education Centre - 35hrs (see below for details)

Job Title: Helpdesk Technical Specialist

Job Type: Full-time, Permanent, 12 months per year, 35 hours/week

Location: Education Centre

Salary: $28.04 to $31.15 per hour (Pay Band 8)

(As of September 1, 2025)

Start Date: TBD

Posting Closing Date: August 5, 2025 at 4:00pm

Who We Are

The Kawartha Pine Ridge District School Board (KPR) offers a world-class education for approximately 35,000 students in 87 schools. Spanning over 7,000 square kilometers, across diverse rural and urban communities in southeastern Ontario, KPR serves the Municipality of Clarington, Northumberland and Peterborough Counties, and City of Quinte West/Murray Ward.

The Board is situated on the traditional territory of the Michi Saagiig Anishinaabeg people, serving three vibrant Indigenous communities which include Alderville First Nation, Curve Lake First Nation and Hiawatha First Nation.

Today, the Kawartha Pine Ridge school district is home to many First Nations, Métis and Inuit peoples and we acknowledge the contributions and accomplishments of all Indigenous people across Turtle Island, current and throughout history.

All positions in the Kawartha Pine Ridge District School Board support the schools priority of student achievement and the Boards mission to educate our students to excel in learning, to succeed in life and to enrich our communities.

We offer eligible employees a comprehensive employee pension (OMERS) and benefit package upon start date, a commitment to ongoing learning, and an exceptional work environment.

The purpose of the Helpdesk Technical Specialist position is to provide technical support for all staff and students. The Helpdesk Technical Specialists are responsible for processing service requests; analyzing, evaluating, and investigating reported technical issues; prioritizing and organizing service calls logging, tracking, assigning and routing requests using the HelpDesk database. The Helpdesk Technical Specialist is also responsible for security through active directory, network monitoring and performance monitoring, and encryption of all mobile devices. The Helpdesk Technical Specialist will also provide expert first and second line support for all technology and software systems.

Qualifications Required:

Education & Experience:

• Secondary school diploma or equivalent; and two (2) year college diploma in Computer Science, Technology or related program such as Computer Engineering Technician.
• One (1) to three (3) years’ experience in providing technical support.

Specialized Skills:

• Current, advanced level experience conducting system level technology, software and enterprise wireless support.
• Current, advanced level experience with Active Directory.
• Current, advanced level experience with Helpdesk systems.
• Current, demonstrated advanced level technical and computer skills and the demonstrated ability to stay current with emerging technologies.
• Current, demonstrated advanced level ability to effectively trouble shoot hardware and software related problems.
• LAN/WAN wireless technical support experience within an IPX/SPX and TCP/IP environment.
• Advanced level skills utilizing network monitoring tools to identify issues and proactively initiate support.
• Demonstrated document authoring.
• Demonstrated advanced level communication skills dealing with a wide range of people that will include teachers, students, parents, board personnel, etc.
• Demonstrated ability to work effectively as a member of a team, but also work independently with very little supervision while managing multiple demands and system priorities.
• Minimum 1 year adult education training experience.

• Valid driver’s license and use of own vehicle.
• Exemplary, demonstrated customer service skills.
• A commitment to service excellence.

Reports to: MANAGER OF ICT

Main Responsibilities:

• Processes service requests; analyzing, evaluating, and investigating reported technical issues; prioritizing and organizing service calls logging, tracking, assigning and routing requests using the HelpDesk database.
• Provides systems and network services administration including account maintenance, resource allocation and utilization; system performance and monitoring; providing security management and wireless network management.
• Provide expert 1st and 2nd line of support to all KPR staff on the use of all KPRDSB technology and software, including troubleshooting network, wireless software and hardware issues.
• Ensures systems are appropriately backed-up and that data security access restrictions and anti-virus safeguards are in place and restorable.
• Responsible for account security through user account management in Active Directory.
• Thorough knowledge of MDM Intune in order to support the deployment and use of mobile technologies for all KPR staff and students, as well as thorough knowledge of encryption server (MBAM) in order to be responsible for data encryption of all mobile technology.
• Ability to multitask effectively when there are multiple demands on your attention, ensuring that customer service does not suffer as a result.
• Provide training to end users on an individual or group basis.
• Responsible for asset management for all KPR technology in enterprise inventory/warehouse platform.
• Deploy, manage and maintain security access to all KPR locations with proximity card readers.
• Independently troubleshoot technology and software issues, usually under stressful situations.
• Conducts and/or attends and participates in various committee meetings as required by the Department at the Provincial and Board level.
• Configure and maintain the Helpdesk application including setup and updates of automated processes (action sequences), user and permissions management, and configuration of functional settings/features.
• Manage end-to-end technology purchase orders from intake, order, and device preparation to delivery and billing reconciliation while maintaining accurate and efficient record-keeping, communication, vendor relationships, and while working with various order, inventory, and finance management systems.
• Process high volumes of technology deployments and returns.
• Analyze app validity, features, and data privacy to support student safety and security.
• Performs other duties as may be assigned by the Manager.

Supervision:

• This position does not supervise.

Working Conditions:

• Moderate amounts of attention to detail, concentration, visual exertion and pressure to meet deadlines.
• Moderate amounts of climbing stairs, lifting less than 10 kg, dealing with difficult people and travel.
• Some after duty calls.

Expected Competencies:

• Possesses skills and knowledge to perform the job competently.
• Works on projects as part of a team, exchanging ideas and contributing skills that complement those of the other team members. Fulfills commitments to team members.
• Responds to customer requests in a timely manner. Communicates with customers to ensure that they are satisfied and that their needs are being met.
• Takes a proactive approach to anticipating and preventing problems. When problems occur, defines the problem, investigates obstacles, and analyzes alternative solutions.
• Integrates new technologies into the workplace, ensuring minimal disruptions to productivity.
• Accepts changes and responds to setbacks with minimal disruption.
• Can be relied upon to handle a fair workload, meet deadlines and commitments and accept responsibility for actions. Demonstrates an ability to work independently.
• To be sensitive to the needs, feelings and capabilities of others. Approaches others in a non-threatening and pleasant manner and treats them with respect and empathy.
• Possesses the technical skills and knowledge needed to perform tasks efficiently.
• Demonstrate concern for the accuracy and quality of work and takes steps to correct mistakes and improve the overall product.
• Works with an aim to support the system in achieving the Areas of Emphasis, including making decisions and taking actions that will positively affect student achievement and demonstrating our Character attributes.

A police records check, with a Vulnerable Sector Search and Pardoned Sexual Offenders Database Search, dated within 6 months prior to the date of hire, is a requirement for employment with this Board. Please note that there have been reports that it has taken some candidates up to 6 weeks to obtain a police check. With that in mind, we strongly recommend that you go about obtaining this search at your earliest convenience.

How to Apply:

Interested applicants are invited to submit a cover letter and resume through our online portal, Apply to Education (ATE), by the closing date to be considered for this opportunity. If you have any questions regarding this position, please reach out to to discuss further. We thank you for your application and your interest in working at Kawartha Pine Ridge District School Board, at this time, we will only be contacting candidates who are selected to move forward in the recruitment process.

Our Commitment:

Kawartha Pine Ridge District School Board is committed to a qualified workforce that is representative of the diversity of the people of Ontario and across the communities we serve. We welcome applications from candidates with diverse background and lived experiences as a member of a marginalized group, including but not limited to:

• First Nations, Métis and Inuit peoples, and all other Indigenous peoples;
• Members of groups that commonly experience discrimination due to race, ancestry, colour, religion and/or spiritual beliefs, or place of origin;
• Persons with visible and/or invisible (physical and/or mental) disabilities;
• Persons who identify as women; and
• Persons of marginalized sexual orientations, gender identities, and gender expressions.

Kawartha Pine Ridge District School Board is committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process please make them known when contacted and we will work with you to meet your needs.

Kawartha Pine Ridge District School Board is an Equal Opportunity Employer. For more information about what this means in our organization, please refer to our website at (see "Careers" section).