Systems & Support Technician

2 weeks ago

Winnipeg, Canada Winnipeg Airports Authority Full time

**Job Title**: Systems & Support Technician
**Type**: Permanent, Full Time
**Reports to**: Manager, IT Service Desk
**Number of Vacancies**: 2
**Closing Date**: May 20, 2024

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.

The Opportunity
Reporting to the Manager, IT Service Desk, 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 and laptop support for end users.
- Onboarding new users and workstation setups.
- Troubleshooting and providing 1st level support to common use systems and assets.
- Maintaining paper stock in common use boarding, bag tag, laser printers and toner for laser printers as well as cleaning thermal print heads to avoid misprint and paper jams.
- Proactively replace legacy common use hardware.
- Supporting and troubleshooting flight information displays, gate information displays, baggage displays and video displays.
- Perform preventative maintenance and auditing of IT Airport related equipment i.e., not limited to Check-In, Gates, and Security Kiosks.
- Maintain and create network, procedure, and user-guide documentation.
- Assisting and collaborating with senior IT staff to provide additional support when required, including projects.
- 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-years of 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.
- Ability to support on-call rotation for a week 6:00 pm - 3:00 am.

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; and
- Awarded Manitoba’s Top Employers 13 consecutive years.

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

Accommodations are available upon request during the assessment and selection process.

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