Technology Support Analyst

1 day ago

Niagara, Canada Niagara Region Full time

**Division**:
I.T. Solutions

**Important Notices & Amendments**:
As an employer of choice, Niagara Region offers competitive salaries and benefits, a defined benefit pension plan, a corporate wellness centre, access to the Employee and Family Assistance Program (EFAP), mentorship and training programs, employee recognition programs, and more. In addition, the Region recognizes the value of having flexible work arrangements including hybrid work arrangements to support better work-life balance for our employees. Where operational needs align, and while ensuring business requirements and customer service expectations are achieved, employees may have an opportunity to work within a hybrid model, combining working from home and working in the office.

**Temporary Duration**:
Approximate Duration: 12-16 months

**About Us**:
Serving a diverse urban and rural population of more than 475,000, Niagara Region is focused on building a strong and prosperous Niagara. Working collaboratively with 12 local area municipalities and numerous community partners, the Region delivers a range of high quality programs and services to support and advance the well-being of individuals, families and communities within its boundaries. Nestled between the great lakes of Erie and Ontario, the Niagara peninsula features some of Canada’s most fertile agricultural land, the majesty of Niagara Falls and communities that are rich in both history and recreational and cultural opportunities. Niagara boasts dynamic modern cities, Canada’s most developed wine industry, a temperate climate, extraordinary theatre, and some of Ontario’s most breathtaking countryside. An international destination with easy access to its binational U.S. neighbour New York State, Niagara attracts over 14 million visitors annually, as well as a steady stream of new residents and businesses.

Please note that the Niagara Region requires that all newly hired employees are to be fully vaccinated against COVID-19 as a condition of being hired and provide proof of full vaccination, or provide proof of a bona fide medical or Human Rights Code exemption on a form issued from and approved by Niagara Region.

**JOB SUMMARY**:
Acting as a 2nd tier level of technical support for our IT Servicedesk while promoting and providing an IT consultation service to staff and elected officials of Niagara Region.

Primarily focused on the provision of technical support and problem resolution while guiding and advising staff on IT related solutions and new technologies related to various PC, Audio/Video (AV) and Telecommunications hardware and software related issues. Recommending and facilitating solutions for customers, which effectively meet their requirements and fall within the standards and objectives of the Corporation. Provide End-User training, repair and support to customers in the areas of configuration, installation and problem resolution related to a wide range of End-User issues.

This position will act as the primary IT liaison to internal and external departments, shared service partners and members of council on the resolution of various Information Technology (PC, AV and Telecommunications) related support issues.

**QUALIFICATIONS**:
**EDUCATION**:

- Completion of a three (3) year College Diploma / University degree in a Computer Science/Information Technology/Telecommunications related field of study; or
- An equivalent combination of a completed, 3 year university degree / 2 year College Diploma in conjunction with recent technology related education, IT certifications, formal, related IT training, and/or recent work experience in supporting IT in a mid-sized, Microsoft-based network environment may be considered.

**KNOWLEDGE/EXPERIENCE**:

- 3- 5 years of related and recent technical support experience in a mid to large scale Microsoft-based networked environment
- 3 - 5 years of related and recent work experience in performing IT (Technology or Telecommunications Support) in PC and/or Telecommunications Hardware and Software.
- 3 - 5 years of related and recent experience in an IT Servicedesk / IT Help Desk/IT Technology or Telecommunications Support specific role.
- Experience with using Audio Video production solutions and systems such as the Newtek Tricaster as well as Crestron and Kramer audiovisual automation and integration equipment is a definite asset.
- Experience administering a corporate call centre, creating phone queues and assigning phone extensions is a definite asset.

***:
**SKILLS**:

- Strong team, customer service and multi-tasking skills;
- Strong knowledge of, and experience with current Microsoft Windows Operating Systems and Microsoft suite of Products;
- Strong knowledge of, and experience with telecommunications service providers for provisioning, troubleshooting, cancelling telecommunications services such as voice and data landline services, and wireless services (voice, text, data)
- Strong IT Hardware troubleshooting skills, inc

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