Duties:
| Reporting to the Manager, Information Technology, the Desktop Support Analyst I will play a crucial role in receiving, prioritizing, documenting, and actively problem-solving end-user software and hardware requests. This includes responsibilities such as diagnosing, problem solving, and resolving software and hardware issues with the goal of solving on first contact and escalating complex incidents to the appropriate next level.
Duties- Diagnose, problem solve, and resolve software and hardware issues with computers, peripherals, tablets, and mobile devices, remotely or on-site at any of the City facilities.
- Perform first level user support for incoming IT helpdesk incidents and requests with the goal of resolving on first contact, ensuring to review and gather applicable information on the incident or request.
- Provide problem details to second level support and assist as required in solving problems of complex scope.
- Accurately track and log issues from start to resolution through an IT ticket management system.
- Provide end user support for Microsoft suite of applications, including OneDrive, Teams, and SharePoint Online.
- Perform user administration on City systems based on defined procedures. This includes tasks for employee onboarding, employee moves between internal departments, and employee offboarding.
- Manage the assignment and deployment of tablets and mobile devices to City staff.
- Support phone systems in use at the City, including PBX and VOIP systems.
- Deploy software or firmware updates to computers, printers, and other devices as required to address security vulnerabilities, and remain current and supported.
- Assist in researching, recommending, and implementing baseline Windows security configurations, following industry standards to ensure the security of the desktop environment.
- Monitor help desk tickets to ensure service levels are met and report overdue calls for follow up.
- Maintain an accurate inventory of IT assets, including software licenses and hardware, deployed throughout the City.
- Order miscellaneous IT related supplies and hardware as required by end users and other IT staff.
- Assist with the maintenance and implementation of various technologies across the city.
- Cross train with other team members to fill in gaps as needed within the Information Technology team.
- Create and maintain documentation for areas of responsibility.
- Create and maintain knowledge base articles to enable end users to self-solve issues.
- Contribute to IT Policies, Directives, and procedures.
- Provide on-call support after hours and weekends as part of an on-call rotation.
Other- Other related duties as required.
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| Qualifications: | - A two-year Information Technology Diploma with 2 years’ experience in an enterprise computing environment.
- ITIL Foundations and Microsoft certifications are considered assets.
- Demonstrated experience providing hardware and software support in a Microsoft enterprise environment, including current supported versions of Windows OS, Microsoft 365 applications, as well as other enterprise-level applications.
- Demonstrated knowledge of helpdesk tracking software used within a desktop computing environment.
- Is self-motivated with the ability to work independently.
- Ability to communicate and build relationships with both internal and external customers. Be clear and concise while providing relevant information in person, phone, or email.
- Strong attention to detail, excellent organization skills, and the ability to analyze and solve problems quickly and efficiently.
- Customer centric focused approach, and proven ability to work in a team environment.
- Have a high standard of ethics and confidentiality.
- A valid Class 5 Driver’s License registered in Alberta or Saskatchewan with an acceptable Driver’s Abstract is required. This position will be required to operate a personal vehicle for business purposes.
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