IT/Help Desk Support Analyst

Position Summary Situated on the picturesque Grand River, the City of Brantford is a rapidly growing community of over 100,000 residents, located in the heart of Southern Ontario with direct access to Hwy. 403 and is in close proximity to the GTHA, Waterloo and Niagara regions. As a single-tier municipality, Brantford is responsible for the full spectrum of municipal service areas. We invite you to join our #TeamBrantford corporate culture with many progressive initiatives, including our hybrid work environment. The City is committed to the professional development of our staff and invite you to come, grow with usReporting to the IT Service Desk Supervisor, the Technical Support Analyst provides first line technical support to our user community for software and hardware-related problems and requests. This positions serves as a liaison between staff and the IT department to resolve issues and ensure proper documentation and closing of Help Desk tickets using the IT incident Management System to manage and resolve problem incidents and service requests . The Analyst is responsible for managing inbound service requests by phone, walk-up requests and at times may be required to attend the client workstation to assist in person. Other responsibilities include ticket logging, troubleshooting and resolution of incidents throughout their lifecycle, escalation management, preparation and deployment of equipment, preparing training manuals and FAQ materials for easy-access end-user guidance. Providing excellent customer service is a key requirement of this role. Qualifications EducationPossess a three (3) year community college program or equivalent in computer systems or related field ITIL V3 Foundation certification preferredDemonstrated ability to work effectively within a team environment and on own initiativeCustomer service oriented individualHighly motivated & self-confidentDemonstrated ability to interpret problems of a non-technical individualDemonstrated ability to work in a multi-tasked environmentAble to react to change productively and handle other essential task as assignedExcellent telephone mannersGood oral and written communication skillsSkillsExcellent hardware and software troubleshooting skillsAdvanced knowledge of mobile device functions, operation and troubleshootingAbility to read computer instruction manuals and comprehend directions therein in order to remedy minor issues related to hardware or softwarePrevious experience using trouble ticket logging systems preferredPrevious experience supporting mid-size corporation network of users preferredInterpersonal skills necessary to train others in computer systems / software programs used within the CorporationAbility to provide customer with outstanding customer care and service at all timesStrong sense of responsibility and highly motivated to improve processes and proceduresExhibit solid communication skills, both written and verbal with the ability to communicate and articulate technical information into layman termsDetail oriented Work ExperienceMinimum 2-3 years' experience working with Microsoft operating systems, i.e. Windows 7 and aboveMinimum 2-3 years' experience performing end user application and hardware supportMinimum 2-3 years' experience performing diagnostics and troubleshooting end user hardwareGeneral knowledge of Apple IOS operating system and device operationsExperience building desktop systems using imaging technologies  As a condition of employment, proof of current and valid certificate(s) and/or educational qualifications will be required. What We Offer The City of Brantford is an equal opportunity employer that values equity, diversity and inclusion. At the City of Brantford, people are our priority. #TeamBrantford employees are our most valuable resource and we believe it's important to offer a competitive total rewards package. Paid training and professional development, the flexibility to work from home in some positions and wellness and work life balance are just some of the great things the City of Brantford has to offer. When you work with us, you'll know you're doing important work that matters and helps build a better Brantford. Come grow with us. Learn more about working for the City of Brantford