Desktop Support Technician

2 months ago

St Thomas, Canada The Corporation of the City of St Thomas Full time

The Corporation of the City of St. Thomas
- **Treasury Department has an opening for the following position**:
DESKTOP SUPPORT TECHNICIAN
(Permanent, Full-Time - CUPE Local 841)
Job Posting #1008-11-24
***:
**MAJOR TASKS**:
**Trouble Shooting and Support**:

- Utilize the Information Technology (IT) Web Helpdesk software to track, monitor, and maintain assigned incidents, tickets, and projects.
- Replace, repair, deploy and update end-user hardware, software, and peripherals.
- Determine the required course of action when resolving incidents (both issues and questions), providing advice, guidance, and troubleshooting, based on internal processes and policies, as well as industry-standard technological procedures and guidelines.
- Provide support to users, in a professional, timely, and efficient manner, ensuring completion, and follow-up to all incidents.
- Assist with the maintenance of IT Asset and Inventory records.
- Work in conjunction with the Supervisor of Information Technology Services and System Support Coordinators to prioritize and resolve issues and projects.
- Under the guidance of the Supervisor of Information Technology Services and/or System Support Coordinators, engage 3rd party vendors in the process of incident management, when deemed necessary.
- Communicate technical information and instruction effectively to users possessing a wide range of technical ability, while maintaining transparency and confidentiality throughout the incident management process.
- Proactively seek ways to improve the City’s IT experience through judicious and creative use of technology and presenting recommendations to the Supervisor of Information Technology Services, for review and discussion.

**Accounts and Permissions**:
**Hardware support**:

- Install, test, replace, and relocate desktop computers, laptops, printers, telephones, and other devices/peripherals efficiently and with a high degree of quality and efficiency.

**IT Project Support**:

- Work with the Supervisor of Information Technology Services and System Support Coordinators, to assist with planning, testing, and implementing, solutions for various IT Projects, ensuring that high quality standards and levels of communication are maintained.
- Represent the needs of stakeholders when discussing solutions, and/or changes to solutions, with other IT team members.

**Council Meetings**:

- Technical moderation, and support, of weekly Council Meetings and Public Meetings, as scheduled, on a rotational basis

**Resource Creation and Updates**:

- Upon direction, create and update documentation to reflect new software/services, or changes to existing software/services, contributing to the growth and maintenance of the IT Knowledgebase (HelpDesk FAQ’s, User guides, Internal IT Documentation etc.).

This position must be compliant with all provisions of the Occupational Health and Safety Act, related to “Duties of a Worker.”
Performs other related duties as may be assigned.

**QUALIFICATIONS**:
Two-year community college diploma in computer sciences plus one-year experience in computer desktop support environment or equivalent combination of education, experience and training. Microsoft certifications would be considered an asset. Must have the ability to effectively communicate, both written and verbally with a high degree of interpersonal skills; collaborate, with a proven ability to work in a team environment and work independently, demonstrating strong organizational and planning skills; proactively identifies solutions and opportunities for improvement; proven customer service skills and the ability to work in a professional manner with users having varying levels of technical knowledge; able to anticipate user issues and understand varying viewpoints; demonstrated ability to work efficiently and operate with a high degree of confidentiality on sensitive issues; good technical knowledge of Windows Operating Systems (Server and Desktop versions) and Mobile Operating Systems (Android and iOS); experience with Microsoft Office 365 Applications, and standard Internet Browsers (Microsoft Edge and Google Chrome); excellent troubleshooting abilities.
**CONDITIONS OF EMPLOYMENT**:
May be required to work outside and beyond the normal hours of work depending on the needs of the business (including evenings and weekends). Work location may vary, requiring the ability to work from all City locations on an as needed basis. Must possess a valid driver's licence for the Province of Ontario and the use of a privately owned vehicle is required.
**Remuneration Range**: $27.73 - $34.67 per hour working a 35 hour work week ($50,469 - $63,099 per annum) plus a comprehensive benefit package.
- This is an in-office position located at 545 Talbot Street, St. Thomas, ON. The Corporation does have a Work From Home Program which may allow work from home for up to two days per week conditional on approval/authorization from the Department Supervision and as per the

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