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Reporting to the IT Service Desk Supervisor, the Technical Support Analyst provides first line technical support to our user community for software and hardware-related problems and requests. This positions serves as a liaison between staff and the IT department to resolve issues and ensure proper documentation and closing of Help Desk tickets using the IT incident Management System to manage and resolve problem incidents and service requests . The Analyst is responsible for managing inbound service requests by phone, walk-up requests and at times may be required to attend the client workstation to assist in person. Other responsibilities include ticket logging, troubleshooting and resolution of incidents throughout their lifecycle, escalation management, preparation and deployment of equipment, preparing training manuals and FAQ materials for easy-access end-user guidance. Providing excellent customer service is a key requirement of this role.
QUALIFICATIONS
Education
- Possess a three (3) year community college program or equivalent in computer systems or related field ITIL V3 Foundation certification preferred
- Demonstrated ability to work effectively within a team environment and on own initiative
- Customer service oriented individual
- Highly motivated & self-confident
- Demonstrated ability to interpret problems of a non-technical individual
- Demonstrated ability to work in a multi-tasked environment
- Able to react to change productively and handle other essential task as assigned
- Excellent telephone manners
- Good oral and written communication skills
Skills
- Excellent hardware and software troubleshooting skills
- Advanced knowledge of mobile device functions, operation and troubleshooting
- Ability to read computer instruction manuals and comprehend directions therein in order to remedy minor issues related to hardware or software
- Previous experience using trouble ticket logging systems preferred
- Previous experience supporting mid-size corporation network of users preferred
- Interpersonal skills necessary to train others in computer systems / software programs used within the Corporation
- Ability to provide customer with outstanding customer care and service at all times
- Strong sense of responsibility and highly motivated to improve processes and procedures
- Exhibit solid communication skills, both written and verbal with the ability to communicate and articulate technical information into layman terms
- Detail oriented
Work Experience
- Minimum 2-3 years’ experience working with Microsoft operating systems, i.e. Windows 7 and above
- Minimum 2-3 years’ experience performing end user application and hardware support
- Minimum 2-3 years’ experience performing diagnostics and troubleshooting end user hardware
- General knowledge of Apple IOS operating system and device operations
- Experience building desktop systems using imaging technologies
Apply For This Job Online at: www.brantford.ca/careers
Qualified candidates please attach one PDF formatted resume & cover letter.
Information gathered relative to this position will only be used for candidate selection.
We thank each applicant for taking the time and effort to submit your resume, however, only candidates to be interviewed will be contacted.
The City of Brantford is committed to diversity and inclusivity in our employment practices. We promote the independence, dignity, integration, and equality of opportunity with persons with disabilities by ensuring the accessibility of our facilities and services. Accommodations, including alternative formats, are available for all parts of the recruitment and selection process. For more information or to request an accommodation please contact the Human Resources Department at 519-759-4150.
Job Types: Full-time, Fixed term contract
Salary: $31.25-$34.72 per hour
Application deadline: 2022-04-14
