Technical Support Technician 2

**Position Description**:
Reporting to the Manager of Consulting & Technical Support, the Technical Support Technician 2 is responsible for providing assistance to users of IMTS technology products at the City of Waterloo.

**Accountabilities**:

- Point of contact for technical support; provide first & second tier technical assistance using various tools, including remote access
- Receive and log calls and resolutions in TopDesk Service Desk and maintain statistics on work performed
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in troubleshooting and identify new opportunities for efficiencies
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
- Evaluate documented resolutions and analyze trends for ways to prevent future problems
- Triage or prioritize to assess situations and determine and engage those who can best address the needs
- Receiving, inventorying, and distributing of new equipment and the disposal of old equipment
- Assist in supporting the fleet of printers and copiers
- Assist with Mail and Print Room operations
- Building Software images on hardware and in a virtual environment
- Organize, track, and maintain hardware and software inventory
- Assist in office relocations and movement of equipment
- Perform post-resolution follow-ups to service requests and test fixes to ensure problem has been adequately resolved
- Adhere to and enforce corporate standards for laptops and desktops, including security protocols
- Assist with the computer refresh cycle
- Maintain confidentiality and security of company documents and customers

**Minimum Qualifications**:

- Post-secondary education (2-year diploma) in a technology related field with a minimum 3 years’ experience in a technical support role, or an equivalent combination of education and experience
- CompTIA certification
- Proficiency in and comprehensive knowledge of various Microsoft operating systems (e.g. Windows 10 & 11)
- Project Management experience with an ability to understand, design and improve existing workflows
- Excellent interpersonal skills and customer service orientation with a focus on rapport building, listening, and understanding user needs
- Enthusiasm for new learning opportunities
- Ability to work effectively in a team-based environment
- Proven analytical and problem-solving abilities
- A satisfactory police records and judicial matters check will be required as a condition of hire
- Valid MTO ‘G’ class driver’s licence in good standing with access to reliable transportation for business use purposes is required to perform the job

**Application Process**

**Job Eligibility**

All qualified City of Waterloo employees may apply, however during the selection process there is a specific sequence that will be followed. Members of the City of Waterloo Staff Association who have completed their probationary period in their most recent position will be considered first for this posting.

**Accommodation**

**We’ve Got You Covered**

The City of Waterloo strives to be an employer of choice for strong talent dedicated to serving our community, and offer the following:

- Flexible work schedules to support and nurture work-life balance;
- Competitive wages and a fulsome employer paid benefits package, including paid sick leave, long-term disability, OMERS pension and an Employee and Family Assistance Program;
- A staff team dedicated to fostering and advancing action to support the organization’s ongoing commitment to Indigenous Initiatives, Anti-Racism, Accessibility and Equity;
- Substantial internal and external training and development opportunities;
- Compassionate and caring organization that promotes and embraces a culture of health, safety and wellness;
- Strong commitment to providing and maintaining a psychologically safe workplace that is respectful, inclusive, and where all individuals are valued;
- Paid vacation and personal days, paid float holiday(s), and the ability to bank overtime;
- Employee Purchase Programs (Corporate Cell Phone plans, Computer Purchase Plan, etc.);
- Dress-down Fridays, and optional Wednesdays in partnership with the United Way fundraising campaign;
- City of Waterloo Staff Recreation Pass;
- Anniversary milestone gifts; and,
- So much more