Job Description

Job Summary

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Information Technology Support Technician provides service to end users related to the installation, operation, support and the maintenance of desktops, laptops, tablets, Chromebooks, Self-checkout systems, Automated Material Handling systems, Chromebook lockers and Audio Visual Systems.

Responsibilities and Activities

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Provides a high level of customer service, answering questions and resolving IT issues locally and remotely in person, via telephone and digitally. Ensures that any escalations or concerns are addressed professionally. Installs, configures and maintains the library desktops and laptops. Develops and delivers IT training to library staff, which includes creating: screen captures, videos and presentations. Performs routine, preventive and emergency activities on the Automated Materials Handling systems which includes mechanical work like replacing diverters and power supplies. Investigates, diagnoses and resolves tickets and end user problems using processes, guidelines and approved procedures. Provide support for meeting rooms. Responds to telephone inquiries in the Support Centre resolving remote tickets. Monitors systems and resolves issues proactively referring complex problems to the appropriate team members. Contributes to the review and implementation of new images. Contributes to the review, selection, and implementation of new hardware. Creates and maintains accurate and current incident tickets, inventories, and other documentation. Keeps abreast of relevant external developments through environmental scanning. Participates actively in activities which support and enhance the accomplishment of systems goals and objectives, as assigned. Demonstrates a professional attitude and ability to work in a team environment with fellow employees, contractors and customers/staff. Demonstrates continuous individual development and growth. Must be dependable with excellent attention to detail. Other related duties as assigned.

Qualifications

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Post-secondary diploma in computer science, information technology or related discipline Industry certifications (e.g. Microsoft, Cisco) will be strongly considered Excellent customer service skills Strong problem solving and troubleshooting skills Ability to multitask and prioritize work Good verbal and written communication skills Two years' recent full-time experience working in a support environment with a varied user base Strong knowledge of PC Software and Hardware, including Microsoft Office products, Windows 10, Active Directory and PC configurations. Valid Alberta driver license is required; ability to meet insurance requirements

Additional Information

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Lifting and pushing library materials and equipment Lifting up to 22.6 kg required Use power tools and non-power tools which includes but is not limited to drills, screw drivers, wrenches and wire cutters. Must be willing to climb ladders to access equipment in ceilings and other high places. Ability to work a variety of shifts - including days, evenings, and weekends Concentrated sensory attention is required to ensure accuracy Simultaneous and multiple priorities * Works at all Calgary Public Library locations; and off-site locations, as required