On-Site IT Support Technician (Morinville)

The IT Support Technician is the first point of contact for all incoming issues and selected service requests. This includes receiving, prioritizing, documenting, and actively resolving end-user issues and escalating incidents when considered appropriate and necessary to maintain service level expectations.

This is a temporary (6 month) position and is located on-site, primarily located in Morinville with periodic travel within the Sturgeon County area.

KEY DUTIES AND RESPONSIBILITIES
Resolving End User Issues (40%)

• Records, tracks, and documents the service desk incidents, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Uses remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Tests fixes with customer to ensure an incident has been adequately resolved before closing the service request.
• Supports various mobile devices including Apple and Android devices.

Issues and Service Requests Supports (30%)

• Ensures courteous, timely, and effective resolution of end-user issues as the first point of contact for incoming support requests to the Service Desk via telephone, web portal, email, and chat.
• Responds to support requests for a variety of devices at primary and remote offices.
• Performs both onsite and remote analysis, diagnosis, and resolution of complex computer problems for end users, and recommends and implement corrective solutions.
• Builds rapport and elicits problem details from service desk customers to anticipate appropriate resources needed for resolution.
• Prioritizes incidents and service requests according to defined processes to meet defined Service Level Agreement (SLAs).
• Maintains service level expectations as established by the Information Services department and provides suggestions for improvement where necessary.

Technology Orientation and Documentation (20%)

• Provides onboarding IT training for new staff as well as other training options live or pre-recorded. This also includes setting up and preparing equipment for new staff.
• Develops help sheets and FAQ lists for end users.
• Ensures accurate record keeping of IT Assets, specifically software licenses and user computing inventories.
• Creates and updates Knowledge Base articles.

Other Related Duties (10%)

• Identifies and learns appropriate software and hardware used and supported by the organization.
• Assists with onsite inventory and cataloguing of new assets.
• Monitors the health of the organization’s services and systems using provided tools.
• Alerts management to emerging trends in incidents.
• Takes part in various initiatives and projects as assigned.
• Adheres to applicable responsibilities and accountabilities as outlined in the Sturgeon County Health and Safety Management.

KNOWLEDGE, EDUCATION, QUALIFICATIONS, SKILLS, ABILITIES, AND EXPERIENCE
The following are required in this position:

• Knowledge of basic computer hardware and software and network infrastructure.
• Working knowledge of a range of diagnostic utilities.
• A post-secondary technical diploma or degree in a related discipline. A combination of equivalent education and/or experience may be considered.
• A valid driver’s license and an acceptable driver’s abstract.
• Ability to work in a team environment or independently, with the ability to take initiative and be self-motivated, and demonstrate a commitment to continual learning.
• Exceptional interpersonal skills, with a focus on building rapport, listening, and questioning skills.
• Strong organizational and time management skills, with the ability to set and manage among conflicting priorities while meeting deadlines.
• Ability to research and analyze a wide range of computing issues, including applying problem solving skills and ability to provide recommended solutions.
• Ability to absorb and retain information quickly and present ideas and instruction in user-friendly language.
• Attention to detail and accuracy when completing work.
• Exceptional customer service orientation and experience working in a team-oriented, collaborative environment.

The following are considered assets or preferences in this position:

• Familiarity with the fundamental principles of ITIL and ERP systems considered an asset.
• Certifications in Microsoft technology (Windows, Azure, M365 etc.) considered an asset.
• Experience in a municipal environment is an asset.
• Prefer a minimum of 2 years of experience in:
  • application support including Office 365 and Adobe tools;
  • desktop and server operating systems, including Windows Server / Windows 10/Windows 11.

WORKING ENVIRONMENT AND PHYSICAL EFFORTS

• This position works primarily in an office or office-like environment.
• The working environment is deadline driven and involves multitasking and managing priorities.
• This position has the requirement to provide after-hours support via on-call rotation with other staff members.
• This position works primarily indoors, with limited physical requirements of walking, bending, standing, or reaching.
• This position may have longer periods of time sitting/standing at a desk with visual concentration, but the position has control over when to take breaks.
• Interruptions and distractions occur but are not expected to interfere with the ability to complete the work required.