Job Description
The IT Support Analyst (Tier 1) within the Customer Support Centre (CSC), is the primary contact point and problem solver for end-users that require support or services from the Information Technology Services department.
This position is responsible for providing excellent customer service and meeting published service level expectations when responding to, recording and resolving computer-related issues. This position works with County Tier 2 and Tier 3 staff, vendors, consultants and other ITS resources to deliver services that help departments to meet their strategic objectives.
This role is primarily performed on-site at our office to support operational needs, team collaboration, and service delivery, with the flexibility to work remotely on occasion.
Key Responsibilities:
- Provide customer service to meet the needs of customers; monitor and respond to phone calls and e-mails from customers for support and service requests in a friendly, enthusiastic and helpful manner
- Triage, first level support, password resets, basic troubleshooting and user instructions
- Assist with IT orders, PC builds and shipping of equipment
- Manage the creation and termination of client accounts in AD and Microsoft 365
- Perform administration duties including Microsoft 365, Active Directory Services (ADS), Mobility Management and Hardware Inventory Management
- Conduct follow-ups with customers, inquire if there are any additional ways IT can enhance service delivery
- Assist customers in utilizing corporate software and business applications
- Develop and maintain technical expertise and trouble-shooting skills to identify and resolve computer-related issues
- Research and identify solutions in an effective, real-time manner; recommends improvements to existing processes and documentation
Qualifications and Skills:
- IT related Diploma with 2 years work experience within an IT environment
- CompTIA A+ certification is preferred
- Computer help desk and/or public-sector experience is an asset
- Knowledge of ITIL service delivery framework is an asset
- Strong PC hardware and software troubleshooting and problem-solving skills
- Knowledge of peripheral and related software installations as well as good working knowledge of network connectivity
- Strong working knowledge of personal computer hardware, Windows operating systems, standard corporate software and TCP/IP networks
- Excellent customer service skills and attention to detail
- Willing to obtain RCMP Enhanced Reliability Security Clearance is an asset
Conditions of Employment:
- Submission of a Satisfactory Criminal Record Check
Who We Are:
Strathcona County is a specialized municipality located in the heart of Alberta. Our vision is to become Canada’s most livable community, where our workplace culture and identity are supported by our people plan and values of integrity, respect, safety, fairness, and cooperation.
Why Join Strathcona County: (depending on position)
- Competitive salary and comprehensive benefits package, which includes:
- Extended health and dental coverage
- Health and wellness spending account
- Life and disability insurance
- Retirement and pension programs
- Earned day off program
- Employee and family assistance program
- Commitment to employee development, through internal and external training and development opportunities
- Well-being programs and a safety culture focused on physical and psychological health in the workplace
Equivalencies of education and experience may be considered.
This competition may be used to fill future vacancies for similar positions within the next 6 months.
Strathcona County is committed to an inclusive, respectful, and equitable workplace that represents the community we serve. We welcome applicants from all backgrounds who can contribute diverse perspectives and experiences.
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
