Regular Full-Time Junior Support Analyst

2 days ago

Oshawa, Ontario, Canada City of Oshawa, ON Full time

Reporting to the IT Service Manager, or designate, the Junior Support Analyst provides initial triage of Enterprise Infrastructure technical support, deployment, and ongoing maintenance of corporate computer systems and telephone equipment.

Responsibilities:

  • Provide initial call-handling and triage of incoming support issues by either various technologies or in-person with a focus on first-call resolution. Distribute complex problems and escalate significant issues or complaints to senior staff or management as required
  • Provide technology and application guidance and training to City staff as needed
  • Manage incident tickets and creating related supporting records/documentation
  • Research and/or escalate information, bug fixes, feature requests, and coordinate with the development team or related vendors to resolve problems as appropriate
  • Configure, deploy, troubleshoot, and repair where appropriate (e.g. various hardware and peripheral devices).
  • Evaluate users' needs, define technical problems, and work with other ITS staff to determine solutions
  • Perform ongoing/scheduled activities to maintain, monitor, and enhance overall system performance
  • Support onsite and remote users with hardware, software, LAN and wireless configuration and connectivity
  • Aide senior technical staff in project delivery and completion
  • Support and demonstrate the City of Oshawa core values of Authenticity, Courage, and Trust

Requirements:

  • Completion of four (4) year degree in Computer Science, Management Information Systems, or related discipline, plus two (2) years of related work experience, or an equivalent combination of education and experience
  • Microsoft MCSA/MCSE, CompTIA Network+ and CompTIA A+ are considered an asset
  • Strong customer service and troubleshooting skills to provide outstanding service to elected officials, staff and external agencies
  • Excellent oral and written communication skills to deal effectively and tactfully with a broad range of senior management personnel, staff, external agencies and vendors
  • Well-developed collaborative and interpersonal skills
  • Proven administrative, reasoning, technical, analytical, research and problem solving skills
  • Possess initiative, self-reliance, and a keen sense of responsibility, dedication, decisiveness in the performance of all duties
  • Able to work and manage responsibilities in a high-paced environment, adjust to multiple demands, shifting priorities and ongoing change
  • Ability to provide own transportation as required

As a condition of employment, the City of Oshawa will require successful candidates to undergo a Criminal Records and Judicial Matters Check.

What the City Offers:

  • Competitive salary
  • Comprehensive benefits package
  • Pension (OMERS)
  • Professional development opportunities and/or education reimbursement
  • Paid professional association membership for certification maintenance
  • Free on-site parking
  • Hybrid work
  • Employee perks and wellness programming

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