Field Support Analyst

6 months ago

Halifax, Canada Halifax Regional Municipality Full time

**Job Posting**
- Reporting to the Manager Client Services, this position is responsible for the resolution, tracking and follow-up of incidents and service requests received via HRM’s ticketing system. The position will provide desktop/ laptop/ tablet, mobile computing, cabling and telephony support, repair and installation to end users and will be responsible for the resolution or escalation to appropriate resource. In addition, this position may provide technical support to the audio visual and Council Technology systems for Halifax Regional Council as needed.
- **DUTIES AND RESPONSIBILITIES**:

- Provide first class customer service to HRM employees
- Receive incidents and service requests from the HRM IT Service Desk/ HRM Ticketing System and take appropriate action
- Record and Maintain inventory and configuration information on HRM technology assets
- Facilitates proper asset disposal and data destruction according to HRM guidelines
- Analyze reported problems efficiently and troubleshoot issues to provide solutions
- Classify and categorize incidents; prioritize incidents to ensure timely resolution through either Tier 1 support or assignments to Tier 2 external service providers
- Preparation and installation of software and hardware as required; including imaging and software deployment and configuration
- Follow up on unresolved calls and keep customers advised on progress
- Notify appropriate resources when a potential major incident or trend has been detected
- Proactively recommend solutions to other IT staff where required
- Perform analysis to determine commonly occurring problems and recommend solutions
- Connection / Patching of network and telephony drops; including: replacing UPS and UPS batteries, request & coordinate cabinet lock changes, mounting of network equipment (configured by network team), notify service desk to order network patch cables as required and maintain patch cables/ closets
- Point of contact for cabling contractors/service provider for physical access and technical inquiries

**QUALIFICATIONS**
**Education and Experience**:

- Diploma in Computer Science or related field, or suitable combination of formal education and experience
- Hold a recognized Help Desk / Service Desk, Desktop Support or Networking designation and be willing to maintain these designations
- Three years’ experience in an IT environment with software, hardware and network troubleshooting
- Must have a valid NS Driver's License and access to a vehicle

**Technical / Job Specific Knowledge and Abilities**:

- Strong desktop hardware knowledge and troubleshooting skills (e.g. desktop computers, laptops, tablets, mobile devices, network adapters, scanners, printers, plotters, monitors, meeting room technology)
- Experience providing exceptional service and support
- Experience with wired and wireless network and telephony troubleshooting
- Experience using remote troubleshooting tools
- Ability to develop and implement solutions independently
- Excellent knowledge of Microsoft Office suite and experience with all Windows operating systems
- Working knowledge of Microsoft System Center Configuration Manager (SCCM) an asset
- Well-developed customer service skills to professionally speak with customers and provide a high-quality service
- Positive attitude, dedication to problem solving, being patient with customers and supporting them through to resolution; to deliver excellent service the Field Support Analyst must listen and understand end users concerns and be attentive to feedback to continue to improve IT services
- Strong written skills to prepare documentation and communicate in a professional manner to clients and other internal IT staff
- Ability to schedule, organize, and prioritize tasks in a high-pressure environment
- Analytical and evaluation skills to classify and categorize incidents and to notify the Manager and Senior Technical resources of any potential major incidents or trends
- Investigation of hardware and software to identify deficiencies in hardware, software or network configurations and /or processes
- Position works within relevant HRM and IT policies, guidelines and directives for the use and development of information & communication technology and delivery of related support services and within well-defined and established practices and procedures for the operation and use of systems, network equipment, hardware, software and peripherals
- Position works closely with Manager of Client Services, IT Service Desk, Tier 2 support groups, and external support contacts

**Security Clearance Requirements**: This position will require the successful applicants to pass a police security clearance check.- **COMPETENCIES**:Analytical Thinking, Communications, Conflict Management, Customer Service, Organizational Awareness, Organization and Planning, Risk Management, Teamwork and Cooperation, Valuing Diversity, Values and Ethics
- **WORK STATUS**:Permanent, full-time
- **HOURS

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