Technical Support Analyst

6 days ago

Burlington, Canada City of Burlington, Ontario Full time

**Description**:
**Working for the City of Burlington**

A great career is closer than you think. Come work for the City of Burlington, where you’ll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.

We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

**Location**

**Position Overview**

Using a customer centered approach; the Technical Support Analyst position is responsible for implementing end user IT equipment. Reporting to the Service Desk Coordinator, this position also provides day-to-day technical support (IT Help Desk) and end-user training.

**Responsibilities**

The Technical Support Analyst’s major responsibilities include:

- Implementing and supporting end-user technology that includes personal computers, desktop software, mobile devices, telephone sets, printers and other peripherals.
- Training and educating City staff on standard IT policies, procedures and guidelines as well as on effective use of end-user technology.
- Providing knowledge transfer and training to new Technical Support Analysts (TSA) and students.
- Documenting technical configurations and changes. Recording Help Desk incident and request details into the City’s ticketing system for reporting and analysis purposes and to maintain a knowledgebase of service history and common solutions.
- Troubleshoot and supporting Apple iOS devices such as iPhones and iPads.
- Procuring desktop hardware and software in accordance with corporate and departmental procurement by-laws, policies and procedures.
- Maintaining an accurate inventory of end-user equipment and software licenses.
- Ensuring all software loaded on City computers is legal and approved.

**Requirements**:
You have strong time management, attention to detail and prioritization skills to accurately respond to urgent requests in an appropriate manner. Good communication and customer services skills are a must. You demonstrate the ability to work both independently and in a team.

**Accommodations

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