IT Systems Support Analyst

2 weeks ago

Edmonton, Canada TeamLogic IT, SE Grand Rapids, MI Full time

As the primary IT person, the IT Systems Support Analyst is responsible for the end user computing experience and therefore provides technical support and performs proactive IT duties to support the County’s overall operations such as planning, testing and executing improvements. This includes, but is not limited to top tier customer service, helpdesk, deskside, software, server and cloud support and working with external vendors were necessary to provide and ensure business needs are met. Additionally, they will coordinate and contribute to IT related projects, monitor and maintain technology and licensing, support 24/7 access, create and maintain documentation and reports, train staff, support workflow automation, perform identify and access administration, help prevent, evaluate and respond to security incidents, and help to support system’s internet and network connectivity and reliability through all of the County’s facilities.

Key Responsibilities:

  • Maintain good communication and provide friendly and proactive customer service, training, technical support, and request fulfillment in a helpdesk, deskside, and remote work capacity to Council, all staff, vendors and stakeholders.
  • Work closely with key vendors and suppliers on various relevant contract services, licensing and support.
  • Ensure proper purchasing, proactive support and documentation of IT assets and contracts, including asset lifecycles and replacements and maintain stock of required peripherals according to the budget.
  • Support, install, maintain, document and respond to requests and incidents regarding computer hardware, desktops, laptops, internet, software, local servers, printing, scanning, mailing, E-mail, productivity tools, MS Teams, phone systems, AV, remote access, mobile devices, peripherals, azure cloud servers, virtual desktop and security etc., across all facets of the county.
  • Ensure AV (Audio Visual) equipment in Council Chambers, ECC rooms and all meeting rooms are in good working order.
  • Support and run conference calls, and meeting room resources during Council meetings or other special meetings as scheduled or required.
  • Perform onboarding orientations, offboarding, user account administration duties including active directory, group polices, E-mail, cloud service, file permissions, and application permissions.
  • Support corporate and BYOD mobile phones and maintain the MDM system.
  • Support tablets and mobile technology such as kiosks, sprayers, fire and protective services equipment.
  • Support and maintain the VoIP and analog phone system.
  • Develop and maintain knowledge base articles, tips, tricks, and guides for staff on applications, processes, or tools.
  • Assist and support in the rolling out of new software, workflow automation tools, and processes.
  • Support and help with the facilities security systems such as door access and cameras.
  • Assist the Manager of Information Services with the continuous improvement of Security, Technology and Information related policies.
  • Responsible, with elevated access and visibility, using confidential information appropriately and maintaining the confidentiality and security of all information related to the County.
  • Contribute to continuous improvement and innovation of County systems and processes.
  • Perform tasks, consistent with the position, including special projects / assignments, as may be required on an ad hoc basis, and as assigned by the Manager of Information Services.
  • Ensure adherence to all applicable Wheatland County policies and bylaws.

Other Duties as required:

  • Support and assist in maintaining physical records and ECM systems by operating as a backup to the Information Management Specialist. (Will train)
  • Provide backup to the Facilities Supervisor for facilities access administration. (Will train)

Occupational Health and Safety (OH&S):

  • Ensure compliance with OH&S including attendance at safety meetings, being properly trained in OH&S related topics (e.g. Emergency Management training and exercises), and ensuring work is completed in a safe manner.

Qualifications:

  • Completion of a post-secondary education in Information Systems and/or 5+ years of experience in Tier 2 general IT support and operations, ideally with a rural municipality.
  • A+, MCSE, and/or MCDST Certified, and/or Azure Fundamentals and/or equivalent proven experience working in a diverse technology environment supporting hardware, software and Azure in a tier 1 and 2 capacity.
  • ITIL V3 or ITIL V4 Foundations Certified and/or proven equivalent IT operations knowledge/experience.
  • Excellent communication and customer service skills, including written, verbal / interpersonal.
  • Effective problem solving and decision-making skills.
  • Effective organizational and time management skills; comfortable managing a variety of priorities concurrently in a fast-paced environment.
  • Valid Class 5 Alberta drivers’ license and clean driver’s abstract.

Expected Skills and Attributes:

  • Proficient technical skills in the facets of deskside, server and azure support and strong understanding of MS Office and MS Teams and general productivity tools.
  • Significant administration experience with M365 admin center; Intune, Entra and Exchange.
  • Proficient with supporting desktop hardware, Windows 10 or 11, virtual desktops, Windows based servers, patch management, meeting rooms, printers and office software and general CoTS or SaaS applications.
  • Experience working with Cybersecurity Tools a significant asset.
  • Proficient in supporting mainly Android and some Apple mobile devices.
  • Audio visual experience is considered an asset.
  • Familiarity with supporting corporate networks is considered an asset.
  • SQL and reporting knowledge are considered an asset.
  • Microsoft Dynamics GP experience is considered an asset.
  • Knowledge of ECM/document management and workflow automation tools such as Laserfiche, SharePoint, Power Automate, MS Flow, or OpenText is considered a significant asset
  • Full stack programming (JS, HTML, SQL, CSS, PYTHON, PHP or C#) experience is considered an asset.

Working Conditions:

  • This position works a 5-day work week, Monday to Friday, with at least one day off in a 3-week cycle; hours of work: standard 37.5 hour work week.
  • Required to be on-site within the County administration campus buildings, which is 5 minutes east of Strathmore.
  • Working at all municipal buildings including repair shops, water treatment facilities, fire halls and other external sites as required. Suitable personal protective equipment will be required depending on the environment. Working outside normal office hours may be required for rare large emergencies (on call) or for pre-scheduled meeting support and IT changes.
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