Client Support Specialist in IT Services
3 weeks ago
The City of Thunder Bay provides a vibrant setting for individuals who reside, work, and enjoy life in Thunder Bay - a dynamic community with over 120,000 inhabitants. Located on the northern shores of Lake Superior, Thunder Bay is rich in both human and natural resources, acting as a conduit between Northwestern Ontario and the broader world. The city prioritizes quality of life, fostering a clean, green, and inclusive environment that promotes economic development while ensuring accessibility and safety for all its citizens.
This role offers an opportunity to engage in a community where art, culture, and nature intersect.
Position Overview:
Reporting to the Manager, this position entails providing client assistance concerning Corporate information systems. Key responsibilities include addressing client inquiries regarding supported software and computing systems, ensuring professional and courteous communication, managing Corporate backups, standard software installations, asset management, and delivering Corporate IT training.
Main Responsibilities:
- Provide client support by resolving Tier 1 Support Calls and escalating issues as necessary; collaborate with CIT business partners to resolve outstanding client inquiries.
- Conduct research utilizing various resources to address client questions; work alongside support analysts, CIT staff, and external consultants for effective solutions.
- Maintain consistent communication with clients to uphold high customer service standards.
- Document Support Calls and Resolutions; maintain a resolution database and follow up on Tier 2 Support Calls.
- Manage tape media backups for network servers to ensure data integrity and facilitate file restorations.
- Provision, troubleshoot, and manage access for mobile devices.
- Assist with software installations and user access management.
- Oversee the Computer Asset Management System.
- Contribute to manual updates, documentation, and report preparation.
- Create and update software training materials; coordinate third-party vendor training programs as necessary.
- Stay informed about emerging computing and converging technologies.
- Perform other related duties as assigned.
Qualifications:
Education/Experience:
- Degree or diploma in computer science, software engineering, or information systems; or
- An equivalent combination of education and experience.
Skills/Abilities:
- Familiarity with desktop software, business applications, and operating systems.
- Excellent verbal and written communication skills to convey ideas effectively in a business-friendly manner.
- Understanding of organizational objectives.
- Ability to build and maintain productive relationships with clients, colleagues, and partners.
- Self-motivated with strong problem-solving, analytical, and time management skills.
- Adept at prioritizing and executing tasks in high-pressure environments.
Assets:
- Previous experience in a help desk environment.
- Knowledge of Corporation operations and services.
- Understanding of City departments, external boards, and local community organizations.
Employment Conditions:
- Shift work will be required.
- Successful completion of a Criminal Record and Judicial Matters Check (CRJMC).
- Adherence to the Employee Confidentiality Statement.
- Possibility of travel to various work locations with personal transportation.
General Information:
As an equal opportunity employer, the City of Thunder Bay encourages applications from Indigenous peoples, persons with disabilities, visible minority groups, and women.
ONTARIO HUMAN RIGHTS CODE: The City adheres to the Human Rights Code of Ontario, which prohibits discrimination based on various factors. Therefore, resumes submitted to the City must not include references to specific characteristics such as photos, identification certificates, driver's licenses, or police record checks.
ACCOMMODATION: Requests for accommodations during the recruitment process are welcomed and will be addressed accordingly.
PRIVACY: Personal information collected under the Municipal Act will be used to assess employment eligibility. Inquiries regarding this data collection should be directed to Human Resources & Corporate Safety Division.
Applications must specify the competition number and be submitted to Human Resources by the stated deadline.
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