It/is Technical Support Specialist I

2 weeks ago

Halifax, Canada VON Canada Full time

**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 E-mail and VPN services)
- Logs and provides tracking of software and hardware assets.

**External and Internal Relationships**:

- Builds and manages relationships with cross-functional 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 problem-solving, communication and interpersonal skills.
- Ability to work in a fast-paced 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 & non-technical 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 on-call rotation, for non-core 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.

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