IT Service Desk Support Specialist

The Corporation of the City of Markham • Markham, ON

21h • CA$70,578 - CA$87,398 • Hybrid

About The Position

The IT Service Desk Support Specialist is accountable for the ongoing operation, administration and support of corporate computer systems, peripherals and mobile smartphones for all City and Library staff. Act as the first point of contact and provides first level of IT support to clients via telephone, email and chat remotely for hardware, software and mobile smartphones. Provide working knowledge of all City enterprise wide and legacy applications to be able to support. Responsible for the identity and access management of solution accounts and network security access.

Requirements

• College Diploma or Trade Certification in Computer Science, Database Administration, networking or related discipline
• 1 year experience in a multi-platform system operation, troubleshooting and problem-solving process
• Extensive experience with Windows 10 and Windows 11, Remote Support utilities (e.g. Remote assistance etc.), Service Desk Ticketing System (e.g. Ivanti HEAT, ServiceNow, Remedy etc.), ITIL/ITSM, Forticlient ID Administration, Active Directory, Microsoft Teams, Cyber Security incidents, etc)
• Experience with MS Office 365 (Word, Excel, PowerPoint, OneNote, OneDrive, etc.)
• Extensive Knowledge of M365 outlook exchange
• Excellent understanding of PC technologies, Windows operating system, network hubs and/or switches, print servers, internet and inter-network security, virus protection technologies, data and voice cabling
• Working knowledge of UNIX, LAN/WAN systems administration is essential.
• Requires working knowledge of digital video camera, media streaming technology, digital camera (JPEG, GIF, TIFF, etc.), backup drives, media projectors, portable computing docking stations, cell phones, etc.
• Excellent customer service skills and experience handling clients in difficult situations
• Ability to communicate with computer users in both business and technical terms
• Demonstrated IT concepts, including hardware platforms, office tools, networking and all IT infrastructures
• Strong conceptual and analytical skills
• Excellent interpersonal and communication skills in dealing with all levels of staff, as well as the ability to manage user expectations
• Ability to work effectively in a high-volume, stressful environment
• Ability to meet deadlines and deal with conflicting priorities and work demands.
• Ability to identify, analyze and solve problems independently

Nice To Haves

• Microsoft Certifications are considered assets (i.e.. Microsoft Certified Systems Engineer, MCSE)
• ITIL Foundations Certificate is considered an asset
• Experience with both technical and non-technical documentation is an asset

Responsibilities

• Performs first-level enterprise-wide support of Information Technology infrastructure, including incidents and service requests for all hardware and software.
• Provides effective client support for all City staff and first-call resolution, where possible, that meets or exceeds the declared performance requirements via phone and email.
• Logs, tracks and resolves incidents and service requests, and monitors trends of incidents for reporting to management for better service delivery.
• Administers enterprise-wise USB security with cybersecurity platform and disables user accounts or hardware that have been compromised, then escalates to information security.
• Troubleshoots and administers VPN (software and tokens) on computers and mobile devices for remote and/or hybrid work.
• Performs enterprise-wide account administration for password resets and email accounts (Active directory, M365 exchange administrator and other business applications), changes of account information and backs up user accounts and other security group access requests.
• Monitors and troubleshoots all end user computing technologies including, but not limited to, desktops, laptops, docks, monitors, printers, LAN, phones, mobile devices, operating systems, and software.
• Participates in corporate or divisional technical project teams to determine requirements, research, evaluate, design, implement, and provide operational and technical support for system software, platform hardware and/or network solutions.
• Monitors acquisition request to make sure they comply with ITS policy, including vetting and approving request for applications; escalates requests that require purchases and further reviews.
• ADP account management, troubleshoots access, account issues, password resets and escalations.
• Troubleshoots advanced printer issues by logging onto the print server administrator.
• Performs advanced user control by using M365 manager plus Client to manage Azure active directory to manage MFA and Revoke Azure AD user tokens.
• Administers, develops and maintains Service Desk knowledge base to support service delivery. Contributes to procedures and articles and ensures 3rd party after hours support has the necessary tools to facilitate support of City staff.
• Participates in defining, maintaining and sustaining incident and service request management processes, including tracking and reporting as well as the administration of the ITSM tool (Ivanti Service Manager).
• Provides assistance and operational support in assessing and implementing upgrades and/or enhancements to the existing systems.
• IT termination of access when users leave the city, and including immediate terminations, by disabling accounts, monitor termination tickets that have accounts to be deleted after 30 days.
• Maintains the booking schedule for ITS loaner equipment, including laptops, projectors and projector screens, conference unit, webcams and other hardware.
• Liaise with Tier 2/3 support service delivery units, including dispatch management (to Tier 2/3 support).
• Uses remote control systems to resolve incidents and provide assistance when possible and troubleshoots and grants access to Citrix applications.
• Utilizes monitoring and diagnostic tools to assist with incident resolution.
• Provides technical information to clients and training of new staff.
• Uses an incident and service request tracking database system for call management, escalation and follow-up, and to analyze trends.

Benefits

• The City of Markham is committed to inclusive, accessible and barrier free employment practices and to creating a workplace that reflects and supports the diversity of the community we serve. Please let us know if you require accommodation and we will work with you to ensure a barrier free hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree