Systems & Support Technician

2 months ago

Winnipeg, Canada Winnipeg Airports Authority Full time

The Organization
The Winnipeg Airports Authority (WAA) is a community-based, non-share capital corporation that operates, manages, maintains, and invests in the Winnipeg James Armstrong Richardson International Airport and affiliate businesses. Operating on a multi-site property, the WAA is responsible for airport operations, security, facilities, parking, ground transportation and communications.

**Closing Date**: March 9, 2023

The Opportunity
Reporting to the Manager, IT Operations, the Systems & Support Technician plays an integral role in the daily IT operations of the Airport exercising our organizational IT Service Management (ITSM) best practices in deliverance of exceptional customer service and problem resolution. This position will provide over the phone and front facing first line incident support and preventative maintenance for all IT Common Use systems and users in the Air Terminal building as well as corporate systems spread throughout the Airport Campus, Airport Security Systems, and Vendors with “shared services” agreements.

**Responsibilities include**:

- Provide 1st line support and customer service;
- Provide 1st level IT desktop support for end users;
- Troubleshoot and provide 1st level support to common use systems and assets;
- Maintaining identified consumable levels for paper stock in boarding and bag tag printers as well as toner for laser printers;
- Perform preventative maintenance and auditing of IT Airport related equipment i.e., Check-In and Security Kiosks;
- Maintain and create network, procedure and user-guide documentation;
- Assisting and working with senior IT staff to provide additional support when required;
- Performing in-line with the fundamentals and foundations of IT best practices (ITIL); and
- Ensure up-to-date records in IT Asset Management tool.

**Selection Criteria include**:

- 1-2 year IT related Community College Diploma or Certificate;
- Minimum 2 years’ experience working in an IT customer service support environment;
- A+ Certification preferred;
- Experience working within an ITIL compliant environment preferred ;
- General and specific knowledge relating to networking (hardware & software);
- Experience in troubleshooting technical problems relating to computer systems, telephony products, printers and other electronic devices;
- Commitment to service excellence to our internal and external customers;
- Strong communication & interpersonal skills;
- Active learner & Problem Solver navigating through complex information to effectively solve problems;
- Process focused effectively optimizing work processes with a focus on continuous improvement;
- Accountability for program and service times holding self and others accountable to meet commitments;
- Strong Development skills actively seeking new ways to grow and be challenged ;
- Troubleshooting through ambiguity operating effectively, even when things are not certain;
- Strong organizational skills with the ability to prioritize workload and meet multiple deadlines;
- Ability to work independently and in a team environment;
- Results Orientated producing timely quality results; and
- Ability to work rotational shifts 7 days a week from 12:00 am to 10:00 pm.

Work with us
- Highly competitive salary;
- Full Benefits package of Health, Dental & Vision;
- DC Pension Plan;
- Healthcare Spending Account to use on additional benefit expenses;
- Lifestyle Spending Account to use on Wellness expenses such as health and fitness;
- Employee Assistance Program;
- Supported Training & Development opportunities;
- Opportunity to work with a high functioning team of professionals working on a diversified portfolio;
- Awarded Canada’s Top Employer of 2012; and
- Awarded Manitoba’s Top Employers 11 consecutive years.

Condition of employment is the ability to obtain and maintain an Airport Restricted Area Identification Card.

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