Sturgeon County is recruiting for a Information Technology (IT) Support Technician to joing the Information Services Department. This position is the first point of contact for all incoming issues and selected service requests. This includes receiving, prioritizing, documenting, and actively resolving end-user issues and escalating incidents when considered appropriate and necessary to maintain service level expectations.
First point of contact for incoming support requests to the Service Desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
Respond to support requests for a variety of devices at our primary and remote offices.
Participate in endpoint related projects.
Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions.
Provide onboarding IT training for new staff as well as other training options live or pre-recorded.
Build rapport and elicit problem details from service desk customers to anticipate appropriate resources needed for resolution
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Escalate incidents with accurate documentation to Tier 3, when required.
Record, track, and document the service desk incidents, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledgebase as needed.
Identify and learn appropriate software and hardware used and supported by the organization.
Test fixes with customer to ensure an incident has been adequately resolved before closing the service request.
Monitor the health of the organization’s services and systems using provided tools.
Ensure accurate record keeping of software licenses and computer inventories.
Develop help sheets and FAQ lists for end users.
Contribute to technician knowledgebase as needed
Maintain service level expectations as established by the Information Services department and provide suggestions for improvement where necessary.
Provide coverage for other IT Support Technicians when required.
Alert management to emerging trends in incidents.
Take part in various initiatives and projects as assigned.
Adhere to applicable responsibilities and accountabilities as outlined in the Sturgeon County Health and Safety Management System.
Follow Sturgeon County’s Corporate Records Structure, Alberta Freedom of Information and Protection of Privacy (FOIP) Legislation, and all recordkeeping policies while managing information in a compliant manner.
Technical diploma or related university degree and/or 2 years equivalent work experience.
Certifications in Microsoft technology (Windows, Azure, M365 etc.) considered an asset.
Experience in a municipal environment is an asset.
Ability to perform the duties of this position remotely from a dedicated private home office space (with desk) suitable for a quiet work environment.
A reliable high-speed internet connection capable of facilitating remote work, VOIP calling, and video conferencing is essential.
Requirement to provide after-hours support via on-call rotation with other staff members.
Availability to work out of the Sturgeon County Office occasionally for staff coverage, rotation, or when otherwise required.
Exceptional interpersonal skills, with a focus on building rapport, listening, and questioning skills.
Proven ability to absorb and retain information quickly and present ideas and instruction in user-friendly language.
Fluent English and exceptional written and oral communication skills.
Knowledge of basic computer hardware and software and network infrastructure.
Strong ability to research a wide range of computing issues as required.
Highly self-motivated with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Proven analytical and problem-solving abilities with and a keen attention to detail.
Strong documentation skills.
Exceptional customer service orientation and experience working in a team-oriented, collaborative environment.
Extensive application support experience including Office 365 and Adobe tools.
Working knowledge of a range of diagnostic utilities.
Experience with desktop and server operating systems, including Windows Server / Windows 10/Windows 11.
Familiarity with the fundamental principles of ITIL and ERP systems considered an asset.
Additional Job Information:
Salary Range: $60,775 - $79,975 / year
Posted Date: Nov 03, 2022
Closing Date: Nov 16, 2022