• Title - Student Technical Support Agent
  • Summary
  • Pre-Requisites
  • Requirements
  • Preferences
  • Evaluation and Resume Selection
  • Interviews
  • Selection
• Expectations
  • Initiative
  • Reports
  • Training and Testing
  • Performance Evaluations
  • Job Descriptions
  • Applying

ITS hires students to staff the Access Centres, the Service Desk as an Operator/technician and as an apprentice technician within ITS as PC support. The student will receive all required training and will progress through the Access Centre, Help Desk and Technician in a sequence of increasing learning experiences. This benefits ITS and is a great opportunity for students to acquire work experience before graduation.When ITS needs to hire more students we will indicate that we are hiring. Resumes will be received and processed for future use.

Rate of Pay: $8.10 - $11.10 per hour

• A student can not even be considered for hiring without all of the following
  • Enrolled in a college program with a full course load.
  • Free from encumberance
  • At least 2 favorable references

• The criteria we look for, from highest to lowest, are:
  • Strong communication skills
  • Strong customer and people skills
  • A welcoming and approachable manner
  • Good technical skills or strong desire to learn

Foremost are the soft skills with a secondary focus on technical skills. These technical skills can be taught but you must have the softer skills (communication, people skills and approachable manner) which are acquired as general life skills.

ITS prides itself on offering quality customer service to the staff and students of Algonquin College. We are looking for people with similar priorities and a desire to work and learn in a technical PC environment.

• Preferences are:
  • Preference is given to those who will be with the college for a few semesters due to the investment of training required.
  • Preference will be given to those in technical courses rather than non-technical courses.

Resumes will be reviewed on the cut-off date specified on this web page. Resumes submitted after the cut-off date will be stored until the next posting. In selecting people to be interviewed the following will be considered:

• Initial impression when the resume is submitted
  • Appearance
  • Communication
  • Manner
• Appearance and content of the resume
  • Is the resume neat, well organized, easy to follow
  • Does it have all the information needed (ie history, personal information, etc)
  • Is there an indication of customer support experience
  • Is there an indication of technical experience
  • Is there any other attribute seen which might be beneficial to ITS
• No indication that any of the pre-requisites are missing

The applicants to be interviewed will be contacted and a personal interview will be arranged. At some point they may also be required to have a telephone interview. During the interview(s) the applicant will be asked technical, service and personal questions. The following qualities will be observed and judged:

• Telephone interview
  • Communication
  • Voice control and manner
  • Thought organization and speech
  • Professionalism
  • Service skills
  • Technical skill
    
    
• Personal interview
  • Appearance
  • Punctuality
  • Communication
  • Thought organization and speech
  • Professionalism
  • Service skills
  • Technical skill

You will be permitted to ask any questions you wish.

The evaluation will be based on the professional judgment of a Service Desk Professional.

You will be trained for all positions.

• A regular performance evaluation will be given to each student. It will be based on:
  • Performance of general duties
  • Adherence to policies and procedures
  • Evaluation of Term Report
  • Initiative and Conduct

• The normal process for a student is to progress from the Access Center to the Help Desk and up. Gradually being trained and acquiring experience along the way. The following job descriptions will give you a bit more detail about each of the possible positions.
  • Access Lab Monitor (PDF Document)
  • Help Desk Agent (PDF Document)

• At the time the resume is submitted we will require:
  • Student Number
  • Expected Graduation Date
  • Two Favorable References

ITS will open the hiring competition approximately twice a semester.