Description:
The City of Lethbridge offers a competitive and flexible compensation package including a generous health care spending account and a defined benefit pension plan (LAPP).
As the Service Desk Support Technician, you will:
- Provide frontline telephone and/or remote user support related to workstation hardware and LPS line-of-business applications.
- Provide end-user technical support and assistance to requests received via email, phone/PA, and walk-in or assigned by IT Manager and senior IT staff.
- Assist end-users with ongoing application/network issues, including troubleshooting, analysis, and problem resolution.
- Escalate calls and requests to appropriate IT staff.
- Monitor progress of requests from inception to resolution.
- Facilitate and prepare technical training rooms and resources.
- Diagnose hardware and software problems, and replace defective components.
- Maintain and keep current the service request tracking system with the details of the steps taken to resolve issues and any additional pertinent information such as notes, comments and attachments.
- Advise and instruct/train users on a variety of technological issues.
- Consult with end-users and recommend IT solutions, including planning and implementation.
- Maintain a comprehensive understanding of the IT infrastructure and architecture.
- Installation, configuration and deployment of workstations, peripheral devices and software applications.
- Perform troubleshooting as required and be the expert in service reliability and sustainability.
- Work with Systems Administrators to identify, troubleshoot and resolve hardware, software, external and internal interface-related, data-related, business process related and network-related problems encountered by end-users.
- Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.
- In collaboration with the IT Manager, coordinate the purchase of desktops, servers, software, and peripherals.
- Work with vendors to resolve system issues; research and test possible solutions and implement solutions.
- Recommend changes to the IT Manager to improve service systems.
- Manage, lead and/or assist with specialized policing systems as directed by the IT Manager
As the successful candidate, you will have:
A High School Diploma/Equivalent plus up to two years of post secondary education in Information Technology, Computer Science or an equivalent field and a minimum of three (3) years work experience with the following responsibilities and technologies:
- Possess a strong customer service focus with the ability to meet and deal effectively and professionally with a variety of end-users, IT staff, co-workers, and external contacts.
- Support a standard Microsoft desktop including Windows, Office, Outlook and Teams.
- Expert Microsoft Operating System and Office Suite skills.
- Extensive experience with a networked PC environment.
- Experience with wireless and mobile devices.
- Above average ability to effectively communicate in a technical and non-technical manner in both oral and written form.
- Proven ability to effectively manage multiple priorities and meet deadlines.
- Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
- Demonstrated ability to be detail oriented.
- Strong analysis, critical thinking and problem solving/decision making skills.
- Strong organizational and interpersonal skills.
- Ability to excel both independently and as a team member in a dynamic collaborative environment.
- Proven hands-on software and hardware troubleshooting experience.
- Experience with online meetings and meeting room technologies.
- Working knowledge of network security.
- Ability to work under pressure to meet tight deadlines.
The successful candidate is required to consent to a police security clearance, which includes the voluntary completion and submission of a personal disclosure form (lifestyle questionnaire), criminal and police records check, reference checks and truth verification through polygraph examination.
STEPS OF HIRING PROCESS
- Resumes will be reviewed for relevant qualifications, education, experience, training and skills
- Selected applicants will be contacted to complete a Personal Disclosure Form and Security Clearance Declaration (applicable to applicants outside of LPS)
- Competitive applicants will be contacted for a Behavioral Descriptive Interview
- Completion of a satisfactory police fingerprinting check (applicable to applicants outside LPS)
- Successful completion of a Polygraph Examination Procedure (applicable to applicants outside LPS)
- Security Clearance Check will be conducted (applicable to applicants outside LPS)
- Reference verification of a minimum of three professional references (applicable to applicants outside LPS)
- A successful candidate(s) will be selected and offered the position
- All components of the selection process will be administered, scored, evaluated and interpreted in a fair and uniform manner.
- Duration of the hiring process may take approximately two to three months