Technical Support Analyst

**The Team you are Joining - Who We Are**:
The Halton Regional Police Service contributes to the safety and well-being of more than 620,000 residents in Halton Region which includes the Towns of Milton, Halton Hills and Oakville, and the City of Burlington. It is our continual pursuit of excellence that keeps Halton at the forefront of policing and as a leader in the public safety arena. Through upstream approaches, partner collaboration, training, community engagement and a strong focus on inclusion and diversity, we have been able to maintain Halton’s status as the safest Canadian municipality with a population of 100,000 or more. This is exemplified through deep collaboration between our growing team of over 1,100 members and our residents, businesses, non-profit organizations, and municipal governments.

The Information Technology is looking for a new Technical Support Analyst to play a pivotal role in supporting the needs of our Service. This is your opportunity to join a team committed to continued leadership in community safety, contribute to the community in a meaningful way and drive continuous improvement in our growing and progressive organization.

**About the Role - How you will Contribute to the Service**:
You will be responsible for maintaining and supporting computer hardware and software. Along with providing technical support to Halton Regional Police Services (HRPS) members.

Key Activities include but are not limited to:

- Troubleshoot and resolve reported user hardware and software problems over the phone and in person as required.
- Triage and escalate complex problems as required.
- Complete setup, configuration, testing, and installation of hardware and software on new and reallocated workstations. Perform enhancements to existing systems.
- Complete regular checks on the status of operational and support hardware. Take appropriate action to resolve problems identified through checks.
- Ensure proper security levels are enabled on systems.
- Perform preventative maintenance on hardware and software.
- Conduct regularly scheduled audits of the hardware and software inventory. Maintains related records.
- Conduct system backups, restores data from backups and transports backup tapes offsite.
- Perform minor repairs on hardware and equipment. Arranges for replacement of non-functional or out-of-date equipment. Escalates user requests for hardware or specialty equipment to supervisor.
- Coordinate the documentation, destruction and disposal of hard drives and decommissioned hardware.
- Research new hardware. Check specifications to ensure they meet HRPS needs. Prepare reports for management detailing findings.

**What you will Bring to the Role**:

- Excellent problem solving skills to respond to a wide variety of hardware and software issues (e.g. demonstrated ability to deploy, configure and test-end user information technology equipment)
- Demonstrated ability to provide exceptional customer service experience to our internal clients (e.g. providing basic training to members on supported software)
- Superior organization and planning skills, with the ability to manage competing priorities to ensure the commitments are met
- Demonstrated ability to work in a team environment and to build and maintain effective relationships with internal and external stakeholders
- Excellent verbal and written communication skills including the ability to interact effectively with internal and external stakeholders and the ability to write issues into our asset tracking database
- Valid Class G driver’s license and a good driving record
- Willing to work shifts (evenings and weekends) and able to work on-call shifts
- Willing and able to do heavy lifting (greater than 50 pounds)

**Education, Certifications and Qualifications**:

- Community College in a computer science or related field.
- Minimum of one year of experience providing technical support.

**Previous Experience, Knowledge and Skills**:

- Prior experience providing hands on technical support, including the setup, installation, and configuration of hardware and software, trouble shooting, and resolving problems would be considered an asset.
- Expertise in networking is considered an asset.
- A+ certification will be considered an asset.
- Training or technical familiarities with Windows Operating Systems, Microsoft Office products, antivirus /malware software packages, Windows PowerShell and VoIP telephony systems are considered an asset.

Note: The successful applicant will need to pass a background check to the satisfaction of the Service which will include reference checks with previous employers, verification of educational achievements, and a criminal background screen.

**What We Offer**:
We offer the opportunity to join a progressive work environment with a leading police service. Our Service is committed to the values of Trust and Respect, Integrity, Accountability, Excellence, Teamwork and Justice. We provide our employees wi