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IT Client Services

2 months ago

Northwestern Ontario, Canada City of Thunder Bay Full time

The City of Thunder Bay provides exceptional quality of life to those who live, work, and play in Thunder Bay – a culturally vibrant, economically diverse community with a metro population of over 120,000. Located on the north shore of Lake Superior, under the protective watch of the Sleeping Giant, Thunder Bay is rich in people and resources, and connects Northwestern Ontario to the world. We value our high quality of life and promote a clean, green, beautiful, and healthy community that provides economic opportunity, respects diversity, and provides affordable and safe neighbourhoods that are accessible to all.

The City of Thunder Bay is a place where art, culture and nature come together

Job Description:

POSITION SUMMARY: Under the general direction of the Manager - IT Client Services, supports desktop applications. Key responsibilities include desktop application deployment and user support; problem resolution; setup and removal of client access to desktop applications; and ongoing communication with application users.

MAJOR RESPONSIBILITIES:

  1. Installs desktop applications; notifies Information Technology Compliance and Risk Specialist when licenses are required.
  2. Creates and deploys software deployment packages, to install, upgrade and/or patch desktop applications; completes related documentation.
  3. Maintains client access to business applications.
  4. Provides client support, resolving Tier 1 Support Calls and collaborates with required partners to ensure all outstanding client Support Calls have been resolved and communicated back to the client.
  5. Collaborates with Corporate and departmental application owner, CIT staff, consultants, and/or software business partners on techniques and methods to implement new solutions and resolve problems.
  6. Documents each support call and resolution in the Call Management System to facilitate future client support opportunities.
  7. Follows up on Support Calls moved to Tier 2.
  8. Develops training material and conducts formal and informal training.
  9. Keeps abreast of new software technology.
  10. Participates in Corporate-wide initiatives and cross-functional teams as required.
  11. Performs other related duties as may be assigned.

QUALIFICATIONS:

Education/Experience:

  1. Degree or Diploma in computer science, software engineering, or information systems; or
  2. Equivalent combination of education and experience.

Skills/Abilities:

  1. Knowledge of and experience with supporting desktop applications
  2. Knowledge of computer networking
  3. Superior ability to communicate effectively and concisely, both orally and in writing, with the ability to present ideas in a business and user-friendly language
  4. Strong understanding of organizational goals and objectives
  5. Superior ability to establish and maintain effective working relations with clients, co-workers, and business partners
  6. Highly self-motivated and directed
  7. Proven problem solving, analytical, and time management skills
  8. Ability to prioritize and execute tasks in a high-pressure environment

Assets:

  1. Experience with creating packages and deploying software (install/upgrade/patches) using Microsoft System Centre Configuration Manager
  2. Experience with Citrix
  3. Demonstrated ability to excel at supporting client excellence
  4. Experience working in an IT Client Services environment
  5. An understanding of the operations and services of the Corporation
  6. Knowledge of the functions of city departments, outside boards and local community groups

CONDITIONS OF EMPLOYMENT:

  1. May be required to work shifts or be “on call”
  2. May be required to travel to various work locations and provide own transportation
  3. Must undergo a successful Criminal Record and Judicial Matters Check (CRJMC)
  4. Must sign and abide by Employee Confidentiality Statement

General Information: As an equal opportunity employer, the City of Thunder Bay encourages applications from Indigenous peoples, persons with disabilities, members of visible minority groups, women and members of the 2SLGBTQ+ community.

ONTARIO HUMAN RIGHTS CODE: It is a contravention of the Human Rights Code of Ontario to discriminate on the basis of: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, marital status, family status, disability, age, record of offences, gender identity or gender expression. Therefore, a resume submitted to the City must not include references to any of the above characteristics. Do not include:

  1. Photos
  2. Any certificates that have photo identification
  3. Driver’s licences
  4. Police records checks

Note: The above documentation will be requested by the Human Resources Division should you be the successful applicant. If a Criminal Record Check is required, it will be requested by Human Resources should you be the successful applicant. Please do not submit your Criminal Record Check with your application.

ACCOMMODATION: Reasonable accommodations are available upon request for all parts of the recruitment process.

PRIVACY: Personal information on this form is collected under the authority of the Municipal Act, c. 302, as amended, and will be used to determine eligibility for employment. Questions about this collection of personal information should be directed to the Human Resources Division, 125 Syndicate Ave Suite 42, Thunder Bay, Ontario, P7E 6H8, Telephone: 625-3866

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