Virtual Technical Support Specialist

3 weeks ago

Edmonton AB, Canada Alberta Union of Provincial Employees Full time

Please be advised that a permanent Deskside Support Technician position is available with an initial work assignment in Edmonton within the IT department. 
Please be advised that a permanent Deskside Support Technician position is available with an initial work assignment in Edmonton within the IT department.

 
This position reports to the Manager of IT and Records Management and will be responsible for providing day to day support for our staff/user support requests, investigating incidents and providing troubleshooting expertise to resolve issues as they arise via our ticketing system. This position will also be responsible for assisting staff in setting up meeting rooms for audio video presentations, video conferencing and, hardware and networking required to host phone banks.

 
A diploma from a recognized technical institute or post-secondary institution is required or an equivalent combination of experience and industry recognized coursework.
Knowledge of Mac/PC hardware, applications and network connections.
Installing, configuring, updating/upgrading Mac OS and Windows operating system and applications.
Troubleshooting network connectivity issues, patching and cabling.
Maintaining IT hardware assets database.  
Technical Support
Evergreening - replacing old computers and performing data/file migration to new machines.
HelpDesk - Taking Tier I tickets, email inquiries, telephone calls, voicemails, and walk-ins.
Using judgment and making the decision to generate a trouble or work order ticket for issues that cannot be resolved via telephone or e-mail and will require an on-site visit to the users workstation.  
Recognizing and escalating more difficult problems to the System Administrator and Network Administrator and provide them assistance with Tier II Help desk issues.
Assisting the IT team with the implementation of special projects and new processes.
Setting up and tearing down IT equipment (laptops, phones, projectors, speakers, microphones, etc.) in boardrooms requested via online meeting booking software.
Ability to travel to our regional offices throughout Alberta, for special support cases, is required.
Any revisions of the job description must be approved by the Executive Director.
AUPE is the largest public sector union in Alberta and represents approximately 103,200 jobs across the province in four sectors including: health care, education, government services, and agencies, boards and commissions. 20,800 direct employees of the Alberta provincial government;
~68,400 health care employees at public, private, and not-for-profit health care providers, this includes auxiliary nursing care employees and the general support services employees of Alberta;
~10,800 in the education sector, who work in support roles at fifteen post-secondary institutions and three school boards across Alberta; 3,200 boards, agencies, and commissions employees who work for a variety of mostly public sector employers like municipal governments.

Together our opinions, strengths, experiences, and diverse backgrounds ensure full and equal participation for all in our community.

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