Job Description

Overview

This is a technical position responsible to provide first level of IT support by answering and responding to customer IT service inquiries by diagnosing and resolving incidents remotely.

Examples of key responsibilities include, but are not limited to:

- Listens to, interprets, troubleshoots and resolves requests for technical assistance incidents/questions as reported by telephone, computer application, voicemail and in-person request. Initial resolution is usually provided via telephone and using remote access software, providing service in a timely and professional manner; escalation of incidents to 2nd tier staff;

- Logs and tracks all Service Desk interactions; identifying and escalating incidents requiring urgent attention;

- Monitors status of IT systems as procedurally outlined by senior IT staff, reporting anomalies to supervisor;

- Coordinates IT equipment loans/returns with City staff;

- Provides end-user training for specific hardware and software as required;

- Assists with setup and preparation of cell phones, telephones, computer equipment, peripherals, software and audio visual instrument as directed by Service Delivery staff;

- Updates documentation related to knowledge base of known errors/issues and service catalog information.

Knowledge, Skills & Abilities:

- Excellent interpersonal skills and judgment when handling customer incidents and requests;

- Relevant experience with Windows computer hardware and operating systems; working knowledge of Apple iOs and Google Android;

- Working knowledge of fundamental operations of relevant desktop software and corporate applications;

- Working knowledge of networking and systems administration;

- Proficient awareness and or/experience with current technologies used in an enterprise desktop environment;

- Experience using a modern IT Service Management tool;

- Familiarity with ITIL, COBIT or IT Service Management methodologies is preferred;

- Good oral and written communication skills;

- Good technical troubleshooting skills, especially via telephone using remote access;

- Working knowledge and application of conflict management and resolution skills;

- Ability to visualize solutions mentally and communicate resolution professionally using non-technical jargon to City staff;

- Ability to communicate issues to supervisors as they become known;

- Ability to create, maintain and foster a positive customer support experience; building strong relationships with contacts;

- Good stress tolerance; ability to meet deadlines and multi-task changing priorities.

- Ability to successfully pass a Police Information Check.

Qualifications and Experience:

- Completion of one year post-secondary education from a technical institution, related to Information Technology or Computer Science/Systems, supplemented by a minimum of one year of experience in a similar technical support position or help desk operation.

- Experience working in a municipal government environment would be an asset. An equivalent combination of education and experience may be considered.

- A+ or similar certification or combination of experience related to the job requirements.

- A valid Class 5 Driver\xe2\x80\x99s Licence for the Province of British Columbia.

Working Conditions:

- Work is performed in an office environment, but involves occasional visits to physically deliver or install equipment.

City of Richmond