Service Desk Technician

Cochrane is located in the breathtaking Bow Valley corridor in the foothills of the Rocky Mountains in southern Alberta. With a population of over 30,000 people, and growing steadily every year, Cochrane is a thriving town, surrounded by world-famous ranch country. Our western heritage is reflected in the architecture and our friendly people. Cochrane welcomes innovative and skilled individuals to join our team of over 250 employees.

Cochrane is excited to recruit for the position of Service Desk Technician. This role plays a key role in providing timely and effective resolutions to end-user productivity issues related to IS-serviced technology operations. We are looking for innovative and skilled individuals to join our team

Why should you consider working for us?

Our employees enjoy many benefits including competitive public sector pay, comprehensive health and dental benefits package, professional learning and development opportunities and the opportunity to work with other talented municipal professionals.
As an organization, Cochrane has a focus on investing in people. This is not a boring municipality. We are growing into an organization with a focus on transparency, critical thinking, curiosity, reflection and innovation. We support experimentation as part of the growth process and strive for continuous improvement. We are municipal employees, and we are accountable to all the residents of Cochrane. Want to be a part of this exciting time?

Ok, but what is a Service Desk Technician?

This role is responsible for performing issues and problems diagnose, guide users through issues resolution, communicating technical solutions and conducting end-user training, while recording and tracking tickets.

**As the Service Desk Technician, you will**:

- Perform data backups and disaster recovery operations.
- Resolve end-user IS issues, such as password resets, software questions, hardware problems, internet connectivity, configurations.
- Prioritize incoming IS requests and escalate as necessary.
- Teaching, training, developing or otherwise improving the skills of others through effective coaching and guidance to staff on usage of Town technology.
- Maintenance of all phones, computers, copiers, printers and IS equipment.
- Commitment to maintaining confidentiality and protecting confidential information.
- Expectation to keep pace with changes in the technology industry.
- Provides after-hours service, emergency assistance and on-call duties.

If many of the following characteristics and skills describe you, we want to meet you
- SQL Server experience would be considered an asset.
- Ability to create and update documentation and procedures.
- Experience in virtual desktop infrastructure support.
- Proven experience in supporting an Office 365 environment.
- Recognize and escalate complex issues.
- Creative thinking and judgement in determining solutions.
- Problem solving skills and innovative thinking required to develop new methods and procedures.
- Making judgements under a time constraint that requires immediate action.
- Making decisions when conflicting or incomplete information is provided.
- Flexibility in work habits, ability to shift business priorities and workloads quickly.
- Excellent interpersonal and communication skills.
- Good knowledge of Active Directory and user/service accounts and Group Policies.
- Ability to organize thoughts in a logical and persuasive fashion and effectively communicate those thoughts to management, peers and employees using excellent written and oral skills.
- Ability to demonstrate tact and diplomacy when resolving escalated customer complaints.
- Proficiency in providing technical information and advice to all levels of employees.

Cochrane is committed to providing a healthy and safe work environment for all employees. As an employee, you must take reasonable care to protect your health and safety and that of others present at worksites, perform work safely, follow all relevant health and safety legislation, directives and procedures and attend all identified orientations and training.

**Still interested? Here’s how to apply**:

- Qualified individuals are encouraged to submit your resume, and a letter stating how your experience match the required qualifications, skills and abilities for this position.

We thank all applicants for their interest, however only those selected for an interview will be contacted. All applicants must be legally entitled to live and work in Canada.

Land Acknowledgement

In the spirit of reconciliation, we acknowledge that we live, work and play on the traditional territories of the Blackfoot Confederacy (Siksika, Kainai, Piikani), the Tsuut’ina, the Îyâxe Nakoda Nations, the Métis Nation (Region 3), and all people who make their homes in the Treaty 7 region of Southern Alberta.