POSITION SUMMARY: Under the general supervision of the Supervisor, 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 Corporate IT training.
Provides client support, resolving Tier 1 Support Calls and refers Support Calls to Tier 1 Service Desk Analyst – Business Applications or Service Desk Analyst – Network & Technology as needed; collaborates with CIT business partners to ensure all outstanding client Support Calls have been resolved and communicated back to the client.
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 resolution database and follows up on Support Calls that are moved to Tier 2.
Monitors, performs, and maintains tape media backups and logging for network servers located City-wide; ensures the integrity of Corporate data; performs file and folder restores as requested by clients.
Provisions, troubleshoots and removes access for mobile devices.
Assists Service Desk Analyst – Business Applications with software installs.
Assists Service Desk Analyst – Network & Technology with user access.
Maintains Computer Asset Management System.
Participates in updating manuals, documentation, and prepares reports.
Prepares and updates software training materials and delivers training; assists with the scheduling and organizing of third party vendor training programs as required.
Keeps abreast of new computing technologies and converging technologies.
Performs such other related duties as may be assigned.
Degree or diploma in computer science, software engineering, or information systems; or
Equivalent combination of education and experience.
Knowledge of desktop software, business applications, and operating systems
Superior ability to communicate effectively and concisely, both orally and in writing, with the ability to present ideas in a business and user friendly language
Strong understanding of organizational goals and objectives
Superior ability to establish and maintain effective working relations with clients, co-workers, and business partners
Highly self-motivated and directed
Proven problem solving, analytical, and time managements skills
Ability to prioritize and execute tasks in a high pressure environment
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 police records check, Type 1
Must sign a confidentiality agreement
The use of a vehicle may be required