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It/is Technical Support Specialist I
3 months ago
Requisition Details:
Employment Status:
Regular, Full Time (1.0 FTE)
Program Name:
IT/IS
Number of Hours Bi-Weekly: 75
Work Schedule:
Days
On-Call:
Yes
Job Summary:
Key Responsibilities:
- Answers service desk phone lines and provide live answers to clients, ensuring response time targets are achieved.
- Upholds VON established Service Level Agreements (SLA) while providing exemplary customer service to office staff and a mobile work force.
- Maintains accurate tracking of incidents & inquiries, ensuring all are logged, to include client contact information, description of issue, and resolution details.
- Resolves Tier I issues over the phone (printing issues, passwords resets, connectivity issues, etc.) and refers more complex issues to more senior team members for resolution.
- Follows up with employees on incidents to ensure the issue is resolved to their satisfaction.
- Communicates daily technical problems and resolutions to employees, coworkers and management based on the response timeline objectives.
- Performs escalation and communications for adverse events, per SLA policy.
- Performs routine monitoring of network health (switches, modems, WAN equipment Email and VPN services)
- Logs and provides tracking of software and hardware assets.
External and Internal Relationships:
- Builds and manages relationships with crossfunctional team members and employees
- Builds and manages relationships with vendors to ensure service quality.
Education, Designations and Experience:
- Post secondary degree in Computer Science or Technical Diploma.
- Minimum of 2 years' experience in an IT/IS Service desk role with practical LAN/Desktop support experience (not call center based).
- MCP, CCNA, A+ certification are considered assets.
- Expert knowledge of Microsoft Operating Systems (Windows 10).
- Excellent understanding of virtualized desktop environments.
- Strong knowledge of general networking protocols, specifically TCP/IP and basic VPN configurations.
Skill Requirements:
- Excellent problemsolving, communication and interpersonal skills.
- Ability to work in a fastpaced team environment.
- Comfortable using Microsoft Office suite of products.
- Demonstrated knowledge and experience using change/problem management software, tools and processes.
- Demonstrated ability to communicate effectively (both orally & in writing) technical information to technical & nontechnical personnel.
Other:
- Must be willing to work outside of regular business hours to support extended service desk support schedule. This includes being part of an oncall rotation, for noncore service desk support hours
- A current and original copy of a satisfactory Criminal Records Check.
- A Vulnerable Sector Search and/or Child Abuse Registry Check may be required.
- Ability to speak French is an asset in French Designated areas.
- The use of Personal Protective Equipment (PPE) may be required
Work Conditions and Physical Capabilities:
Fast-paced Environment; Attention to Detail; Lift and carry using appropriate lifting techniques; Bend, push, pull, grip, reach, kneel, crouch using good body mechanics; walk, sit, stand, climb stairs; Fine hand movements.
