POSITION SUMMARY: Under the general supervision of the Manager - IT Client Services and the technical guidance of Help Desk Analyst II, provides client support relating to Corporate information systems. Key responsibilities include ownership of client queries regarding Corporate-supported software and computing platforms, continual professional and courteous communication, Corporate backups, standard software installations, asset management, and end-user IT training.
MAJOR RESPONSIBILITIES:
- Provides client support, resolving Tier 1 Support Calls and refers Support Calls to Tier 1 IT Client Services – Business & Enterprise Applications Analyst or IT Client Services – Network, Technology & Cloud Services Analyst as needed; collaborates with CIT business partners to ensure all outstanding client Support Calls have been resolved and communicated back to the client.
- Under the technical guidance of the Help Desk Analyst II, ensures consistent troubleshooting approaches and service delivery adhere to division service standards,
- Researches client queries using a variety of manuals and resources; works with other support analysts, CIT staff, and affiliated consulting organizations to answer client queries.
- Ensures timely and ongoing communication with clients, establishing customer service excellence.
- Documents each Support Call and Resolution in the Call Management System; builds knowledge base and follows up on Support Calls that are moved to Tier 2.
- Monitors, performs, and maintains backup media processes and logging for network servers located City-wide; ensures the integrity of Corporate data; performs file and folder restores as requested by clients.
- Provide on-site IT support as required.
- Provisions, troubleshoots and removes access for mobile devices.
- Assists IT Client Services – Business & Enterprise Applications Analyst with software installs.
- Assists IT Client Services – Network, Technology & Cloud Services Analyst with user access.
- Maintains Computer Asset Management System.
- Participates in the development and updating of manuals, documentation, and prepares reports.
- Prepares and updates software training materials and delivers basic end-user training; supports coordination of third-party training as required.
- Maintains awareness of new and emerging technologies relevant to corporate systems and end-user support.
- Performs such other related duties as may be assigned.
QUALIFICATIONS:
Education/Experience:
- Degree or diploma in computer science, software engineering, or information systems; or
- Equivalent combination of education and experience.
Skills/Abilities:
- Knowledge of desktop software, business applications, and operating systems
- Superior ability to communicate effectively and concisely, both orally and in writing, in a user-friendly manner
- Ability to identify, understand and meet/exceed the requirements of internal/external customers
- Superior ability to establish and maintain effective working relations with clients, co-workers, and business partners
- Must be a self-starter with excellent interpersonal skills
- Proven problem solving, analytical, and time managements skills
- Ability to prioritize and execute tasks in a high pressure environment while following established processes and incorporating guidance from senior team members
Assets:
- Experience working in a help desk environment
- An understanding of the operations and services of the Corporation would be an asset
- Knowledge of the functions of City departments, outside boards, and local community groups
CONDITIONS OF EMPLOYMENT:
- Shift work is required
- Must undergo a successful Criminal Record and Judicial Matters Check (CRJMC)
- Must sign and abide by Employee Confidentiality Statement
- May be required to travel to various work locations and provide own transportation
General Information:
As an equal opportunity employer, the City of Thunder Bay encourages applications from Indigenous peoples, persons with disabilities, members of visible minority groups, women and members of the 2SLGBTQ+ community.
ONTARIO HUMAN RIGHTS CODE: It is a contravention of the Human Rights Code of Ontario to discriminate on the basis of: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, marital status, family status, disability, age, record of offences, gender identity or gender expression. Therefore, a resume submitted to the City must not include references to any of the above characteristics. Do not include:
- Photos
- Any certificates that have photo identification
- Driver’s licences
- Police records checks
Note: The above documentation will be requested by the Human Resources Division should you be the successful applicant. If a Criminal Record Check is required, it will be requested by Human Resources should you be the successful applicant. Please do not submit your Criminal Record Check with your application.
ACCOMMODATION: Reasonable accommodations are available upon request for all parts of the recruitment process.
PRIVACY: Personal information on this form is collected under the authority of the Municipal Act, c. 302, as amended, and will be used to determine eligibility for employment. Questions about this collection of personal information should be directed to the Human Resources Division, 125 Syndicate Ave Suite 42, Thunder Bay, Ontario, P7E 6H8, Telephone: 625-3866
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