IT Support Analyst

7 months ago

Sherwood Park, Canada Strathcona County Full time

**This posting is for 1 temporary full-time position up to 12 months**

The Support Analyst (Tier 1) within the Customer Support Centre (CSC), is the primary contact point and problem solver for end-users that require support or services from the Information Technology Services department.

This position is responsible for providing excellent customer service and meeting published service level expectations when responding to, recording and resolving computer-related issues. This position works with County Tier 2 and Tier 3 staff, vendors, consultants and other ITS resources to deliver services that help departments to meet their strategic objectives.

**Responsibilities**:

- Triage, first level support, password resets, basic troubleshooting and user instructions
- Assist with IT orders, PC builds and shipping of equipment
- Manage the creation and termination of client accounts in AD and Office 365
- Perform administration duties including Office 365, Active Directory Services (ADS), Mobility Management and Hardware Inventory Management
- Conduct follow-ups with customers, inquire if there are any additional ways IT can enhance service delivery
- Develop and maintain technical expertise and trouble-shooting skills to identify and resolve computer-related issues
- Research and identify solutions in an effective, real-time manner; recommend improvements to existing processes and documentation

**Qualifications and Skills**
- Minimum of a two-year IT-related diploma with one year of work experience in an IT environment
- CompTIA A+ certification is preferred
- Computer help desk and/or public-sector experience is an asset
- Knowledge of ITIL service delivery framework is an asset
- Strong PC hardware and software troubleshooting and problem-solving skills
- Knowledge of peripheral and related software installations as well as good working knowledge of network connectivity
- Strong working knowledge of personal computer hardware, Windows operating systems, standard corporate software and TCP/IP networks
- Excellent customer service skills and attention to detail

**Conditions of Employment**
- Valid Alberta Class 5 Driver’s licence and submission of a 5-year Driver’s Abstract with less than 7 demerits

**Who We Are**:
Strathcona County is a specialized municipality located in the heart of Alberta. Our vision is to become Canada’s most livable community, where our workplace culture and identity are supported by our people plan and values of integrity, respect, safety, fairness, and cooperation.

**Why Join Strathcona County**:(depending on position)
- Competitive salary and comprehensive benefits package, which includes:

- Extended health and dental coverage
- Health and wellness spending account
- Life and disability insurance and critical illness programs
- Retirement and pension programs
- Paid and unpaid leave programs
- Earned day off program
- Employee and family assistance program
- Commitment to employee development, through internal and external training and development opportunities.
- Well-being programs and a safety culture focused on physical and psychological health in the workplace.

Equivalencies of education and experience may be considered.

This competition may be used to fill future vacancies for similar positions within the next 6 months.
- Strathcona County is committed to an inclusive, respectful, and equitable workplace that represents the community we serve. We welcome applicants from all backgrounds who can contribute diverse perspectives and experiences. _

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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