Client Support Analyst

2 weeks ago

Campbell River, Canada City of Campbell River Full time

**General Accountability**:
**Purpose and Scope**
Under the direction of the IT and Information Security Manager or Supervisory designate, the Client Support Analyst
provides technology support, problem resolution services and troubleshooting to the organization by way of Level One
and Level Two client support duties, including setting Helpdesk and RCMP Central Helpdesk task priorities.

**Nature and Scope of Work**:

- services to staff.
- Troubleshoot a variety of software, hardware, and network communication problems in a timely manner.
- Update help desk tickets, resolve support requests or escalate as required.
- Provide advice and assistance to clients to enable them to optimize IT related products, services, and equipment.
- Prepare PC’s and laptops for use, with appropriate hardware and software installed, delivers and tests at site.
- Undertake diagnostics and testing of new and used printers at all locations.
- Install and test peripheral devices at all locations (e.g. mobile devices, label printers, scanners, webcams etc.).
- network operations.
- Perform routine network and system administration tasks required to set-up and configure clients on the
- network (e.g. monitoring and setting security access, correcting passwords).
- Liaise with vendors as required for timely task resolution of hardware and software problems.
- Undertake and lead projects in the Client Support area (e.g. one-drive training, SharePoint etc.)
- May assist with the Helpdesk function including: acting as the coordinator of the Helpdesk / Asset Management

System; assigning tasks; setting task priorities for City or RCMP; following up on call resolution; generating and
reviewing monthly support ticket statistics to determine significant areas of concern; identifying corporate
training needs and responding to call analysis requests.
- Other duties as may be assigned.

**Necessary Qualifications**
**Knowledge**:

- Thorough knowledge of personal computer technology and Microsoft Windows operating systems;
- Working knowledge of help desk management software tools.
- Working knowledge of computer workstation setup.
- Knowledge of the practices and procedures used by the City and RCMP in the operation of telephone and
- computer hardware and software related to the work performed.
- Knowledge of the function of city departments, RCMP detachment services and their requirements.

Job Description - Client Support Analyst
- Working knowledge of WorkSafeBC regulations and safe work procedures.

**Skills**:
Windows operating systems, MS Teams, MS Publisher, MS Project, MS Visio, remote desktop services;
RCMP Experience only - Prime, CPIC, JUSTIN, Livescan).
- Excellent analytical and problem solving.
- Effective written and oral communication skills
- Excellent organizational and time management skills.
- Safe work habits and practices.
- Ability to tactfully deal with clients and the public.

**Abilities**:

- Ability to quickly analyze issues and determine best course of action using available resources.
- Ability to multitask, set priorities and work with mínimal supervision.
- Ability to work as part of a team.
- Ability to prepare technical documentation on procedures and guidelines for City staff and client support
- staff.
- Ability to continually learn and adapt to new and changing technology.
- Ability to deliver a high level of customer service and deal calmly, courteously and tactfully with all
- clients.
- Ability and willingness to contribute to maintaining a respectful, safe and supportive work environment
- that embraces diversity, along with treating everyone with courtesy, dignity and fairness.
- Must have physical strength and ability to perform the work.
- Ability to Pass and maintain RCMP Secret Level security screening - **_Condition of Employment_**_._

**Education**:

- Grade 12
- Two (2) year diploma in the field of computer sciences or information technology from a recognized post
- secondary institution **or** the equivalent industry standard.
**Training**:

- CompTIA A+ Certification or equivalent certification.
- Must possess and maintain a valid Driver’s Licence, and produce and maintain a clean driver’s abstract, as

per City policy.
**Experience**:

- Minimum of three (3) years of related experience in an IT Client Support role, preferably in a municipal or

police environment, within the last five (5) years.
**Preferred Criteria (for external posting)**
- Microsoft Certified Solutions Associate (MCSA) or equivalent certification.
- Note: For short or long-term auxiliary assignments less than six (6) months, the condition of an RCMP

Secret Level Security Screening is waived.

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