IT Client Services

Job Description
POSITION SUMMARY: Under the general supervision of the Manager
- IT Client Services and the technical guidance of Help Desk Analyst II, provides client support relating to Corporate information systems.

Key responsibilities
include ownership of client queries regarding Corporate-supported software and computing platforms, continual professional and courteous communication, Corporate backups, standard software installations, asset management, and end-user IT training. MAJOR

RESPONSIBILITIES:
- Provides client support, resolving Tier 1 Support Calls and refers Support Calls to Tier 1 IT Client Services – Business & Enterprise Applications Analyst or IT Client Services – Network, Technology & Cloud Services Analyst as needed; collaborates with CIT business partners to ensure all outstanding client Support Calls have been resolved and communicated back to the client.
- Under the technical guidance of the Help Desk Analyst II, ensures consistent troubleshooting approaches and service delivery adhere to division service standards,
- Researches client queries using a variety of manuals and resources; works with other support analysts, CIT staff, and affiliated consulting organizations to answer client queries.
- Ensures timely and ongoing communication with clients, establishing customer service excellence.
- Documents each Support Call and Resolution in the Call Management System; builds knowledge base and follows up on Support Calls that are moved to Tier 2.
- Monitors, performs, and maintains backup media processes and logging for network servers located City-wide; ensures the integrity of Corporate data; performs file and folder restores as requested by clients.
- Provide on-site IT support as required.
- Provisions, troubleshoots and removes access for mobile devices.
- Assists IT Client Services – Business & Enterprise Applications Analyst with software installs.
- Assists IT Client Services – Network, Technology & Cloud Services Analyst with user access.
- Maintains Computer Asset Management System.
- Participates in the development and updating of manuals, documentation, and prepares reports.
- Prepares and updates software training materials and delivers basic end-user training; supports coordination of third-party training as required.
- Maintains awareness of new and emerging technologies relevant to corporate systems and end-user support.
- Performs such other related duties as may be assigned.

QUALIFICATIONS:
Education/Experience:
- Degree or diploma in computer science, software engineering, or information systems; or
- Equivalent combination of education and experience. Skills/Abilities:
- Knowledge of desktop software, business applications, and operating systems
- Superior ability to communicate effectively and concisely, both orally and in writing, in a user-friendly manner
- Ability to identify, understand and meet/exceed the requirements of internal/external customers
- Superior ability to establish and maintain effective working relations with clients, co-workers, and business partners
- Must be a self-starter with excellent interpersonal skills
- Proven problem solving, analytical, and time managements skills
- Ability to prioritize and execute tasks in a high pressure environment while following established processes and incorporating guidance from senior team members Assets:
- Experience working in a help desk environment
- An understanding of the operations and services of the Corporation would be an asset
- Knowledge of the functions of City departments, outside boards, and local community groups CONDITIONS OF EMPLOYMENT:
- Shift work is required
- Must undergo a successful Criminal Record and Judicial Matters Check (CRJMC)
- Must sign and abide by Employee Confidentiality Statement
- May be required to travel to various work locations and provide own transportation General Information: As an equal opportunity employer, the City of Thunder Bay encourages applications from Indigenous peoples, persons with disabilities, members of visible minority groups, women and members of the 2SLGBTQ+ community. ONTARIO HUMAN RIGHTS CODE: It is a contravention of the Human Rights Code of Ontario to discriminate on the basis of: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, marital status, family status, disability, age, record of offences, gender identity or gender expression.
Therefore, a resume submitted to the City must not include references to any of the above characteristics. Do not include:
- Photos
- Any certificates that have photo identification
- Driver’s licences
- Police records checks Note: The above documentation will be requested by the Human Resources Division should you be the successful applicant.
If a Criminal Record Check is required, it will be requested by Human Resources should you be the successful applicant. Please do not submit your Criminal Record Check with your application. ACCOMMODATION: