Description:
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.
Objectives
- 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.
Duties
- 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 escalate 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.
Qualifications
Education and Training:
- 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.
Experience
- 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.