Client Support Specialist in IT Services

3 weeks ago

Thunder Bay, Ontario, Canada City of Thunder Bay Full time

The City of Thunder Bay provides a vibrant setting for individuals who wish to live, work, and thrive in a community of over 120,000 residents. Located on the northern shores of Lake Superior, Thunder Bay is rich in both human and natural resources, acting as a key link 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.

This position offers the chance to engage in a community where art, culture, and nature intersect.

Position Overview:

Reporting to the Manager, this role is centered on providing client assistance related to Corporate information systems. Key responsibilities encompass managing client inquiries concerning supported software and computing systems, ensuring professional and courteous communication, overseeing Corporate backups, standard software installations, asset management, and delivering Corporate IT training.

Main Responsibilities:

  • Provide client support by addressing Tier 1 Support Calls and escalating issues as needed; collaborate with CIT business partners to resolve outstanding client inquiries.
  • Conduct research utilizing various resources to respond to client questions; work alongside support analysts, CIT staff, and external consultants for effective solutions.
  • Maintain regular communication with clients to uphold high standards of customer service.
  • Document Support Calls and Resolutions; manage a resolution database and follow up on Tier 2 Support Calls.
  • Oversee 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.
  • Maintain the Computer Asset Management System.
  • Contribute to the updating of manuals, documentation, and report preparation.
  • Create and update training materials for software; coordinate third-party vendor training programs as necessary.
  • Stay updated on emerging computing technologies and trends.
  • 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 professional 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 may be required.
  • Successful completion of a Criminal Record and Judicial Matters Check (CRJMC).
  • Adherence to the Employee Confidentiality Statement.
  • Potential 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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