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IT Help Desk Technician

2 weeks ago

Kingston, Ontario, Canada KINGSTON POLICE Full time $60,000 - $90,000 per year

Position Summary

Reporting to the Director of Information Services, the IT Help Desk Technician is responsible for providing timely and efficient technical support with new or existing computer systems and applications at all sites (primary, backup and remote sites). The position will log and respond to service calls and provide basic training to assist user problems including resetting passwords and/or other authentication methods for voice mail, email/WINDOWS, RMS/CAD and other platforms/applications. The position is responsible for providing technical support for printers, copiers and fax machines on an as needed basis.

This position may require rotating/variable shift schedules of work as required, including evening, weekends and holidays.

Company Bio

In partnership with the community, Kingston Police serves, supports and protects the safety of everyone in the City of Kingston. With over 200 police officers and 100 civilian employees, we strive to establish Kingston Police as an exemplary organization by inspiring public confidence, professionalism, accountable policing, and increased safety demonstrated through trusting relationships with partner agencies and the diverse members of the Kingston community.

Responsibilities

Help Desk/User Support:

  • Troubleshoot and resolve or escalate in a timely manner, all reported user hardware and software problems as first line support
  • Setup, configure, test, and/or install hardware and software on new and reallocated workstations, or perform enhancements and patching to existing systems
  • Complete regular checks on the status of operational and support hardware, taking appropriate action when necessary (e.g. air conditioner, UPS, modems, and other network and server/storage hardware)
  • Perform preventative maintenance on hardware and/or software
  • Provide basic training to users on supported software (MS Office and other business applications) and hardware
  • Provide first line support for printers, photocopiers and fax machines
  • Maintain supply of toner/ink jet cartridges for printers, photocopiers and fax machines
  • Reporting photocopier meter reads
  • Resetting of passwords (voicemail, email/windows, RMS/CAD) and/or other authentication methods
  • Perform service on vehicle mounted laptops and radio systems as required
  • Perform preventative maintenance on hardware and software while maintaining records of updates
  • Maintain a clean and organized work environment
  • Provide assistance to other IT positions as required
  • Log all calls for service made on hardware/software

Troubleshooting and Maintenance:

  • Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and more
  • Apply diagnostic utilities to aid in troubleshooting
  • Conduct research to ensure users are using the most efficient and effective systems and applications available
  • Arrange for external support to address technical problems when required
  • Create and maintain required documentation
  • Conduct regularly scheduled audits of the hardware and software inventory and maintain records
  • Conduct system backups and checks in accordance with schedules
  • Transport backup tapes off site, as required

Project Work and Reporting:

  • Participate on project teams as required to identify, create, implement or modify systems and applications to meet the current and emerging needs
  • Produce reports and statistics as requested
  • Backup LRA for Entrust PKI management

Other

  • Work closely with other members of the IT unit to ensure efficient and effective support in all IT functional areas as required
  • Responsible for any other duties as assigned.

Required Qualifications

Candidates must:

  • Have a post-secondary diploma in computing technology or related field
  • Minimum one year of recent and relevant experience working in IT
  • Experience in wired and wireless communication systems (data, WiFi, VoIP, MDM, networking and voice radio systems)

ASSETS

  • Have a client-focused orientation and excellent customer service skills to deal with internal and external clients and stakeholders, including vendors and suppliers
  • Demonstrated computer and technical skills (WINDOWS and LINUX operation systems, Internet and intranet technologies, mobile device management and security technologies, WANS/LANS, including switches, routers, bridges and repeaters, etc.)
  • Experience in the provision of IT support
  • Excellent problem solving and multi-tasking abilities
  • Experience working independently and setting priorities for efficient task completion
  • Excellent organizational skills and attention to detail

Closing Statement

Kingston Police hire on the basis of merit and are committed to reflecting the diversity of the Kingston community and Canada. We are also committed to ensure a non-discriminatory, barrier-free and accessible recruitment experience. Should you require accommodation through any stage of the recruitment process, please inform us by emailing Accommodations are available in accordance with the Ontario Human Rights Code (OHRC) and Accessibility for Ontarians with Disabilities Act (AODA).

We thank all who apply, however, only those selected for further consideration will be contacted. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act.