Client Support Analyst
4 days ago
**Job ID**: 2489
**Openings**: 2
**Jurisdiction**: Civic Middle Management
**Division**: Corporate Services
**Department**: Technology
**Branch**: Cross Functional Solutions
**Location Name**: Regina, Saskatchewan, CA
**Type of Posting**: Internal & External
**Employment Type**: Term up to 6 months
**Hourly Salary**: $31.93 - $39.96
**Annual Salary**: $60,878.00 - $76,188.00
**Date Posted**: November 19, 2024
**Closing Date**: N ovember 29, 2024
Land Acknowledgement
We are proud to reside on Treaty 4 Territory and the traditional lands of the Cree, Saulteaux, Dakota, Nakota, Lakota, and Métis Nation, honoring and respecting these Nations and ancestors of this territory and grateful to be here. Regina is committed to building trust and creating true partnerships with Indigenous peoples.
Equity, Diversity & Inclusion
Position Summary
This position provides technical support, troubleshooting and resolving of functional issues relating to the City's end user computing environment including hardware and software. This position provides account management services and support in the administration of all asset management aspects of the corporate hardware and software process. This position also participates in evaluating and deploying new end user hardware and software to ensure it meets departments' business needs and fits into the corporate environment. This position reports to the Technical Support Lead.
Key Duties & Responsibilities
Provide technical related support to users by accepting and recording all requests, determining the probable resolution to these requests and resolving these requests
Provide support and troubleshooting for the City's end user hardware and software environments including installation, relocation, and maintenance and network connectivity
Ensure established service level requirements are met, escalate incidents at risk of breaching service level agreement including any major Incidents to the Technology Support Lead
Ensure that schedules, orders and timelines are communicated and met for device installation, upgrades and terminations
Participate in evaluating new end user hardware and software to ensure it meets departments' business needs and fits into the corporate environment
Responsible for all tickets assigned ensuring completion of tickets to the satisfaction of the clients
Manage deployment and recovery of IT equipment and maintain the asset management database, accordingly, deploy prepackaged software as needed using automated deployment tools
Perform preventative maintenance including checking and cleaning of workstations, printers, and peripherals and ensuring software updates are completed
Collaborate with other teams and vendors as necessary to investigate and resolve user problems
Build and maintain advanced skill set in troubleshooting infrastructure, software and hardware as it relates to the City's environment
Adherence to internal Cybersecurity prevention protocols and processes
Manage deployment and recovery of IT equipment and maintain the asset management database, accordingly, deploy prepackaged software as needed using automated deployment tools
Perform preventative maintenance including checking and cleaning of workstations, printers, and peripherals and ensuring software updates are completed
Collaborate with other teams and vendors as necessary to investigate and resolve user problems
Build and maintain advanced skill set in troubleshooting infrastructure, software and hardware as it relates to the City's environment
Adherence to internal Cybersecurity prevention protocols and processes
Key Qualifications
Typically, the knowledge, abilities and skills required are obtained through completion of a two-year diploma in Computer Engineering Technology or a university degree in Computer Science, or other related discipline combined with one (1) to two (2) years relevant experience providing technical end user support
Certification in a Service Desk process methodology, such as ITIL Service Desk is considered an asset
Knowledge of Service Desk operating environment, methodologies and software
Knowledge of computer hardware, operating systems and software packages, and a range of diagnostic utilities
Experience working in an ITIL-driven environment, principles and processes
Communicate clearly and effectively both orally and in writing demonstrating fluent English language skills with the ability to adapt to diverse communication techniques to evaluate situations, identify problems and exercise sound independent judgement
Knowledge of cybersecurity prevention techniques and best practices
Ability to handle multiple tasks and develop solutions to technical problems while under pressure and meeting client expectations and deadlines
Ability to handle difficult and sensitive situations with customers and employees
Ability to establish and maintain effective working relationships with civic employees and external service providers
Ability to contribute and work independ
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