Technician, Help Desk IT (Contract up to 6 Months)

Town of Caledon

1d • $43 - $54 • Hybrid

About The Position

Reporting to the Supervisor, IT Operations, this role is responsible for identifying, analyzing, triaging if necessary, or resolving and documenting technology related requests for assistance. The role is the first point of contact for any technology related questions and concerns from Town staff. This role is required to provide exceptional customer service in line with the Town’s standards and collaborating with the IT team to ensure that all issues are resolved in a timely manner. As a Technician, Help Desk, you will perform the following duties, including but not limited to:

Providing direct client support, through prioritizing, triaging and resolving requests made by staff for any technology related issue (computer, phone, mobile phone etc.); setting up hardware on client’s workstations, supporting clients through the installation of new software, and providing users with education, training, and information to assist in resolving the issue. Goal is to resolve as many issues directly as possible prior to triaging.
Documentation of processes relating to issue resolution to ensure consistent service delivery
Minor repair of hardware or coordination with vendors for hardware repair
Maintain responsibility for assigned duties within the departmental and/or corporate Business Continuity Plan
Perform additional duties and undertake special projects as assigned

Requirements

• Post-secondary diploma in Computer Sciences or related Information Technology field.
• Minimum of 1 year related experience at a Tier 1 and 2 Help Desk level.
• Practical experience with Active Directory maintenance, Office 365, VOIP phone systems, and client PC connectivity.
• Experience troubleshooting and diagnosing common hardware, software, and network issues.
• Solid understanding of current Microsoft Office and Windows operating systems.
• Exceptional customer service, technical, and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a team environment.
• Ability to work a flexible schedule in office and remotely, including normal business hours, evenings, and weekends as required.
• Satisfactory passing of a criminal record check.
• Proof of qualifications.

Nice To Haves

• Accreditation as a Microsoft Certified Solutions Associate (MCSA), Microsoft 365: Modern Desktop Administrator Associate, or related certification.
• Information Technology Infrastructure Library (ITIL) certification.

Responsibilities

• Providing direct client support, through prioritizing, triaging and resolving requests made by staff for any technology related issue (computer, phone, mobile phone etc.); setting up hardware on client’s workstations, supporting clients through the installation of new software, and providing users with education, training, and information to assist in resolving the issue. Goal is to resolve as many issues directly as possible prior to triaging.
• Documentation of processes relating to issue resolution to ensure consistent service delivery
• Minor repair of hardware or coordination with vendors for hardware repair
• Maintain responsibility for assigned duties within the departmental and/or corporate Business Continuity Plan
• Perform additional duties and undertake special projects as assigned

Benefits

• The Town is committed to diversity and inclusivity in employment and welcomes applications from qualified individuals of diverse backgrounds.
• The Town is an equal opportunity employer that is committed to an inclusive and barrier-free workplace.
• If your application requires accommodation, please contact People Services at [phone] Ext. 4738.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees