Desktop Support Technician

3 days ago

Airdrie, Canada City of Airdrie Full time

**Company Biography1**:
As one of the fastest growing cities in Alberta, the City of Airdrie is a recognized leader in building a vibrant and sustainable community through innovation.
At the City of Airdrie, incredible opportunities happen every day in a flexible work environment that is tailored to each department. Our inclusive culture and values create a workplace where we welcome aspiring, driven and creative individuals to help us accomplish our business and community goals. We are supportive of one another, and we have fun while we serve our community. We are passionate about improving the lives of our residents through care and respect; that is the foundation of our organization. At the City of Airdrie, we learn, grow and accomplish great things together.
If you have a passion for building a better community and are ready to join the excitement, we’d love to hear from you

**The Opportunity**:
The Desktop Support Technician is the first point of contact for our internal customers, this position responds, resolves, documents and sometimes escalates technology related incidents and service requests. This position will also assist senior technology experts in creating a stable, repeatable and easy to maintain client technology environment. This position requires day-to-day direct client support and the ability to build long lasting relationships through world class customer experience and technical expertise.

**Responsibilities include**:

- First point of contact for in-person desktop related visits
- Travel between sites to address any incidents or service requests that require in-person visits
- Record all customer requests into our ticketing software
- Classify tickets as service requests or incidents, capturing all relevant information
- Document all troubleshooting steps within a ticket prior to escalating to another team
- Assist with new user setup, user moves, adds, changes and departures
- Ensure all new staff are onboarded accurately, on time and ready to go for their start date
- Assist the team with preparing computer systems for organizational deployment
- Printer queue management and optimization
- Contribute to our team knowledge base with any tips and tricks
- Stay current with the latest technology
- Abide by all current policies that the City of Airdrie has in place
- Participate in the on-call rotation across 4 team members
- Support audio/visual technology in the meeting rooms and special events e.g. council meetings

**You Bring**:

- A degree or post-secondary diploma in Technology or Computer Science
- CompTIA A+ Certification
- ITIL v3/4 Service Management would be considered an asset
- Microsoft certification would be considered an asset
- 3-5 years of experience in the following:

- Providing Enterprise Technical Support over the phone and in person
- Building, supporting and maintaining Windows 10 in an Enterprise
- Working knowledge of Active Directory, AAD and all components
- Working with an ITSM such as FootPrints, Remedy, Service Now etc.
- Working with iOS and Android mobile hardware
- Working with network fundamentals (OSI, route/switch)
- Printing Hardware and software
- Keen interest in technology, people, process and developing skillsets to support the IT Team
- Strong analytical and troubleshooting skills
- Must be a self-starter with the ability to work independently and in a collaborative team environment
- Excellent communication and interpersonal skills
- Ability to establish effective and collaborative working relationships and an ability to build trust with staff across all levels of the organization
- Ability to adapt well in an ever-changing environment
- Ability to see the big picture and broader implications of issues/solutions
- Keen interest in technology, people, process and developing skillsets to support the IT Team

**We Offer**:
Along with a competitive compensation program and City paid health and dental premiums, this position also includes:

- Excellent health, dental, paramedical and benefits plan
- First-in-class pension plan
- Career development and tuition reimbursement
- Employee discounts, gym membership, social events and health & wellness initiatives

Continuous learning through training and development is encouraged as are flexible work arrangements, when possible. We recognize that our people work best when they feel engaged in their environment and appreciated for their efforts and our overall benefits package reflects that.

**Additional Information**:
This full time position (37.5 hours per week) includes a comprehensive benefits and pension package.

This position requires participation in the on-call rotation across 4 team members.

Please provide a cover letter as a means of introducing yourself and your interest in this role.

**Next Steps**:
Interviewing and hiring may commence prior to the posted closing date.

**Company Biography2**:
Thank you for your interest in the City of Airdrie.

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