ITS Service Desk Assistant

2 weeks ago

Newmarket, Ontario, Canada The Regional Municipality of York Full time

About the Role

We are seeking a highly motivated and detail-oriented Technology Support Assistant to join our team as a co-op student. In this role, you will assist Information Technology Services staff with day-to-day decommission and documentation activities of technology assets.

Key Responsibilities

  • Respond to Help Desk inquiries from Regional staff to provide solutions on all Regional computer equipment and software issues/problems; refer unresolved issues as required
  • Record all client interactions using ticket tracking software; monitor and alert Management of urgent issues
  • Provide second-level support for the ITS Service Desk, ensuring referral, escalation, and follow-up procedures are being applied correctly and effectively to meet the goal of providing excellent customer service
  • Participate on technical project teams to assist in delivery of ITS-related projects and programs
  • Provide exceptional customer service to both internal ITS staff and staff from other Departments
  • Ensure that services provided meet Regional customer service standards
  • Manage information in accordance with legislation and corporate standards

Requirements

  • Currently enrolled on a full-time basis in a post-secondary IT or related program and must have a required co-op, placement, or internship in order to graduate
  • Knowledge of computer hardware and technology components
  • Knowledge of and demonstrated ability in corporate core competencies, including customer service, communication, teamwork, initiative/self-management, and flexibility/adaptability
  • Computer literacy utilizing MS Office software applications
  • Ability to organize daily workload, set priorities, and meet required deadlines
  • Ability to work with PC-based hardware, printers, Microsoft Windows operating system, and MS Office applications (including MS Exchange) to resolve client issues
  • Ability to work independently and work cooperatively with staff and as part of a team
  • Ability to work outside regular business hours, as required

What We Offer

  • Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
  • Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
  • Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account, access to a 24/7 Employee and Family Assistance Program, and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
  • Inclusive and Diverse Workforce - We're committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society, and live with respect, dignity, and freedom from discrimination. Our robust Inclusion, Diversity, Equity, and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.

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