Information Technology Support Technician

Job Description

Section: Technical Support and Telecommunications

Division: Information Technology

Department: Office of the Chief Administrative Officer

Initial Reporting

Location:

199 Larch Street

Job Status: Limited Position (Special Project)

Estimated Probable Duration: Two (2) Years (may be extended up to Four (4) Years)

Number of Vacancies: 1

Union Affiliation: CUPE 4705 Inside Unit

Hours of Work: 70 hours bi-weekly

Shift Work

Required:

No

Range of Pay: IWIT Group 1 - $39.07 to $47.99 per hour

The start date will follow the selection process.

Main Function

Under the general supervision Manager of Technical Support and Telecommunications, this position is responsible to act as the first point of contact for all technology-related issues and support requests and provide tier-1 hardware and software support, including the intake, prioritization, documentation, and resolution of end-user incidents and service requests.

• Provide responsive, high-quality tier-1 technical support by diagnosing and resolving hardware, software, and system issues, ensuring timely service delivery and a positive user experience.
• Support reliable and efficient information technology (IT) operations by maintaining systems, managing user access and equipment, and promoting effective use of technology through guidance, documentation, and continuous improvement initiatives.

• Provide first level end-user support across the full range of technologies and applications.
• Diagnose and troubleshoot technical problems, determine root causes, implement solutions, and elevate unresolved issues to appropriate teams or vendors while ensuring timely resolution and user satisfaction.
• Provide timely and ongoing communication with users and manage end-user expectations by reinforcing Service Level Agreements (SLA's).
• Provide guidance and recommendations in the appropriate use of hardware and software while promoting overall client self-reliance.
• Create, update, and maintain technical documentation, knowledge bases, and user guides; track support trends and recommend improvements or new solutions.
• Deliver first-level iOS configuration support.
• Liaise with internal teams, developers, and external vendors to support systems, applications, and issue resolution.
• Install, maintain and upgrade computer hardware and software. Assemble, connect and configure all peripherals, printers/copiers, telecom and associated network devices.
• Maintain IT asset inventory, including tracking, deployment, warranties, and lifecycle management of equipment.
• Maintain user accounts and access across systems for staff and other users.
• Instruct or assist in the instruction of courses offered by the Information Technology Division.
• Assist with maintenance of all hardware, software and loaned equipment including inventories and records.
• Develop and maintain a thorough working knowledge of City’s Health and Safety policies and the applicable provincial legislation listed therein.
• Perform other related duties as required.

Note:

The above duties are representative of a typical position and are not to be construed as all inclusive.

• College diploma in a related discipline (e.g., Information Technology, Computer Systems, Information Systems, or a related discipline) from a recognized community college with Canadian accreditation.
• Certifications in modern workplace technologies (e.g., Microsoft 365, networking, or IT support) considered an asset.

• Over one (1) year up to and including two and half (2½) years of related experience providing end-user IT support in a networked environment, including hands-on support of desktop/laptop systems, peripherals, and business applications, with experience in both Active Directory and mixed-platform environments.

• Experience supporting end users with office automation software in a networked environment an asset.
• Demonstrate knowledge of PC hardware components and peripherals.
• Comprehensive skills and understanding of Windows, Microsoft 365, Microsoft Office Suite and Office 365, Microsoft Outlook, SCCM and other office automation corporate software standards.
• Local area networks and LAN…