Customer Service Specialist (ITS Department)

CUSTOMER SERVICE SPECIALIST (PERMANENT FULL-TIME)

12 MONTH POSITION – 35.00 HOURS/WEEK

EFFECTIVE: IMMEDIATELY

HOURLY RATE OF PAY: $31.43 - $32.06 (Plus a competitive benefit package)

About The Limestone District School Board

The Limestone District School Board (LDSB) is situated on the traditional territories of the Anishinaabe and Haudenosaunee. We acknowledge their enduring presence on this land, as well as the presence of Métis, Inuit, and other First Nations from across Turtle Island. We honour their cultures and celebrate their commitment to this land.

The LDSB is the region's only fully inclusive school board. Limestone schools serve more than 20,500 students in 55 schools and five alternative education centres covering a geographic area of 7,719 square kilometres across the City of Kingston, the Townships of Central Frontenac, North Frontenac, South Frontenac, Addington Highlands, Loyalist, Stone Mills, the Frontenac Islands and the Town of Greater Napanee.

Position Overview

The Customer Service Specialist is integral to providing continuous support to the staff regarding all systems. The successful candidate will manage and resolve all ITS tickets and calls received by the ITS Help Desk, ensuring timely and effective assistance for our users. This role demands excellent problem-solving abilities, a strong customer service orientation, and the capacity to work efficiently in a fast-paced environment.

Duties & Responsibilities

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Help co-ordinate documentation for new and existing software and applications.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.

Operational Management

• Serve as the primary point of contact for all ITS-related issues and requests. Field all incoming incidents calls and tickets from end users through the HelpDesk and ITS Support Centre support line to resolve application and software issues within all ITS related applications and services.
• Document all pertinent information in the HelpDesk.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
• Maintain detailed documentation of support activities, including ticket status, resolutions, and follow-up actions.
• Help maintain ITS system documentation and related documents.
• Communicate problems and issues to key stakeholders, including management, end users, and supervisors.
• Escalate complex issues to appropriate ITS staff and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Monitor and manage the ITS ticketing system, ensuring all tickets are logged, prioritized, and resolved in a timely manner.
• Assist school staff with all corporate application systems and related functions, including SIS related issues.
• Provide technical support and troubleshooting for hardware, software, and network-related issues.
• Apply diagnostic utilities to aid in troubleshooting.
• Conduct regular follow-ups with users to ensure satisfactory resolution of issues.
• Participate in ITS projects and initiatives as required.
• Other duties as assigned.

Formal Education & Certification

• Post-secondary diploma in related discipline, or formal training and at least 2 years of equivalent relevant experience.
• Certification in Business Administration is considered an asset.

Knowledge & Experience

• A minimum of 2 years of in-depth, hands-on knowledge of and experience with a Student Information System is an asset.
• Experience with ITS ticketing systems and remote support tools.
• Proven experience in a helpdesk or technical support role.
• Experience with working with Corporate Applications such as HR/Financial systems.
• Experience with creating and using advanced Spreadsheet functions.
• Experience with reporting applications such as Power BI is an asset.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Ability to develop and interpret technical documentation for training and end user procedures.
• Strong knowledge of software applications troubleshooting, computer hardware, user account troubleshooting and network systems.
• Understanding of Ministry requirements for reporting in elementary, secondary, and continuing education schools.
• Understanding of Privacy and Security requirements for data held within a Student Information System, HR and Financial System.
• Good understanding of the organization's goals and objectives.
• Customer-focused with a commitment to providing high-quality support.
• Strong documentation skills.

Personal Attributes

• Highly self-motivated and directed.
• Ability to absorb new ideas and concepts quickly.
• Excellent communication and interpersonal skills.
• Excellent analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks, and to meet strict timelines and maintain confidentiality.
• Ability to conduct research into software applications, as well as technical application issues.
• Ability to present ideas in business-friendly and user-friendly language.
• Superior customer service orientation.
• Excellent written, oral, interpersonal, and presentational skills.
• Experience working in a team-oriented, collaborative environment.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.

How to Apply

If you are energized by a career where you will have the opportunity to work as a team supporting the school board's Information Technology department kindly follow the application process below. Packages must be submitted by 4:00 p.m. on Monday, April 28, 2025, through by uploading the following documents:

• A cover letter detailing your skills and why this will make you the ideal candidate for this position.
• A resume which clearly outlines your qualifications and experience in this area.
• Proof of qualifications uploaded on your Supporting documents page.

Internationally trained professionals/applicants with equivalent international experience are encouraged and invited to apply.

Commitment to Diversity and Inclusion

Across LDSB, we are committed to removing systemic barriers not only in recruitment but in retention and promotion as well so that you can see yourself in Limestone. The LDSB is dedicated to promoting fair and equitable hiring practices that will move us forward in hiring staff who reflect the full diversity and lived experiences within the communities we serve.

We invite and welcome you, through your cover letter, to self-identify as someone who has lived experiences, and who can bring valuable, diverse knowledge and perspective to our district and the students and communities we serve.

Accommodation will be provided to applicants to enable equitable participation in the recruitment process. Applicants can request accommodation at any time during the recruitment process.

Applicants who are transgender may provide records in a different name than their current legal name or name of common usage. This will not prejudice prospective employees in any way, and such information will remain confidential.

The Kingston community promotes and supports the diversity that continues to grow within our communities. For more information about Kingston and/or the LDSB, including equitable recruitment, retention and promotion practices, please visit.

We thank you for your interest. Only those applicants who have been selected for an interview will be contacted and invited to participate in the interview process.

Our Intention: To make a positive difference in the lives of every student, in every classroom, in every school.

Robin Hutcheon, Chair | Krishna Burra, Director of Education and Secretary | Craig Young, Treasurer