Field Support Analyst Job Halifax area,Nova Scotia Canada,IT/Tech

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Field Support Analyst

Job Posting

Halifax Regional Municipality is inviting applications for the permanent, full-time position of Field Support Analyst in Information Technology.

Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality’s core values. We have an Employment Equity Policy, and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2

SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application.

Reporting to the Manager Client Services, this position is responsible for the resolution, tracking and follow-up of incidents and service requests received via HRM’s ticketing system. The position will provide desktop/ laptop/ tablet, mobile computing, cabling and telephony support, repair and installation to end users and will be responsible for the resolution or escalation to appropriate resource. In addition, this position may provide technical support to the audio visual and Council Technology systems for Halifax Regional Council as needed.

DUTIES AND RESPONSIBILITIES:

Provide first class customer service to HRM employees

Receive incidents and service requests from the HRM IT Service Desk/ HRM Ticketing System and take appropriate action

Record and Maintain inventory and configuration information on HRM technology assets

Facilitates proper asset disposal and data destruction according to HRM guidelines

Analyze reported problems efficiently and troubleshoot issues to provide solutions

Classify and categorize incidents; prioritize incidents to ensure timely resolution through either Tier 1 support or assignments to Tier 2 external service providers

Preparation and installation of software and hardware as required; including imaging and software deployment and configuration

Follow up on unresolved calls and keep customers advised on progress

Notify appropriate resources when a potential major incident or trend has been detected

Proactively recommend solutions to other IT staff where required

Perform analysis to determine commonly occurring problems and recommend solutions

Connection / Patching of network and telephony drops; including: replacing UPS and UPS batteries, request & coordinate cabinet lock changes, mounting of network equipment (configured by network team), notify service desk to order network patch cables as required and maintain patch cables/ closets

Point of contact for cabling contractors/service provider for physical access and technical inquiries

QUALIFICATIONS:

Education and Experience:

Diploma in Computer Science or related field, or suitable combination of formal education and experience

Hold a recognized Help Desk / Service Desk, Desktop Support or Networking designation and be willing to maintain these designations

Three years’ experience in an IT environment with software, hardware and network troubleshooting

Must have a valid NS Driver's License and access to a vehicle

Technical / Job Specific Knowledge and Abilities:

Strong desktop hardware knowledge and troubleshooting skills (e.g. desktop computers, laptops, tablets, mobile devices, network adapters, scanners, printers, plotters, monitors, meeting room technology)

Experience providing exceptional service and support

Experience with wired and wireless network and telephony troubleshooting

Experience using remote troubleshooting tools

Ability to develop and implement solutions independently

Superior knowledge of common desktop/mobile applications and mobile computing

Excellent knowledge of Microsoft Office suite and experience with all Windows operating systems

Working knowledge of Active Directory and Microsoft System Center Configuration Manager (SCCM) an asset

Analytical thinking and problem solving to identify and assess user/ account/client/system problems resulting from equipment failures, operating system configurations and application errors; recommend and/or initiate solutions using diagnostic hardware and software tools and…