Job Description

Description :
Reporting to: Manager, IT Service Desk
*Non-Bargaining.
DUTIES AND RESPONSIBLITIES:
Must be able to perform, but not be limited to, the following duties and responsibilities:

• Respond to client issues with systems, applications, hardware, and take corrective actions;
• Provide both telephone and desk-side first and second-level support for desktops, laptops, Office 365, Microsoft Windows Operating Systems, iOS, telecommunications;
• On-call support work (on rotation with other IT support team members);
• Configure, install and update desktops, laptops and peripherals based on client service requests, computer upgrade program or as otherwise assigned;
• Perform desktop application installations, upgrades, and other support and maintenance activities;
• Provide operating and administration functions including user set up, configuration and management for systems and business applications. These responsibilities include:

- Creation and termination of Network / Exchange, Office 365 user accounts
- Managing the rights and permissions of network resources / email accounts
- Creation and termination of user accounts for business applications
- Managing the rights and permissions of accounts for business applications
- Creation of group permissions and rights to file directories
- Office service requests - hardware moves, setups and changes * Coordinate with key vendor contacts and IT resources on application and system issues;

• Communicate effectively with clients and other team members while gathering information to facilitate problem resolution;
• Ensure customer satisfaction, including taking ownership of an opened tickets and ensuring incidents are fully resolved;
• Create and maintain support documentation and document operational processes as related to the operations of IT support team;
• Deliver exceptional customer service skills with the passion to go above and beyond, exceeding client expectations;
• Other related duties as assigned.

SKILLS AND QUALIFICATIONS:
Include, but not limited to, the following minimum skills and qualifications:

• Post Secondary Education (2 years);
• Five (5) years of previous experience;
• College Diploma with an IT specialty. Professional certifications such as the Help Desk Institute Customer Support Specialist (CSS), Help Desk Analyst (HDA), ITIL, A+ certificate, etc.;
• Working in a fast-paced IT environment provide Tier I/II/III contact and incident resolution to customers with hardware, software, and application problems;
• Understanding of Incident and Change Management processes;
• Understanding of Infrastructure, Business Applications, and Help Desk technology;
• Intermediate knowledge of Windows 10, Office 365, Active Directory and related user management tasks;
• Knowledge of telephony VoIP systems, configuration and support;
• Working in an environment requiring constant and clear oral and written communication;
• Working in a team environment and experience working cohesively with related IT teams;
• Experience in a 24/7 Mission Critical Network Environment, On-Call and after hours work required;
• Attempt to resolve as many incidents during the first call or at Tier I, Tier II;
• Document incident resolution and status in incident database tools (i.e. Sysaid IT);
• Install system wide software and assist with fine-tuning system performance;
• Strong written and verbal communication skills;
• Passion for customer support;
• Strong people skills and a talent for problem solving;
• Ability to travel;
• Ability to communicate in Inuktitut an asset;
• Ability to obtain and retain an Airport Restricted Area Pass in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.

Position Closing: August 25th 2024