IT Service Desk Technical Analyst

Richmond Hill•Richmond Hill, ON

9d•Onsite

About The Position

The IT Service Desk Technical Analyst will provide first and second line technical support to internal Library and City staff. The IT Service Desk Technical Analyst will install and configure personal computers, printers and peripheral equipment, mobile devices, assist with network connectivity troubleshooting and resolution, provide support to clients through the IT Service Desk function and resolve issues ensuring system/data integrity is maintained. The IT Service Desk Technical Analyst will ensure that all aspects of supporting end users is addressed as required and that telephone coverage is provided to ensure live answer during operating hours. The IT Service Desk is the single point of contact for the organization when interacting with the IT Division (Incident Management Process) and as such, the IT Service Desk Technical Analyst will be responsible for incidents/problems related to the hardware, software, and network environment.

Requirements

College Diploma in Information Technology or Business Administration
2-3 years hands on experience in a helpdesk and/or technical support role
Advanced knowledge of Information Technologies, with specific experience related to Service Desk Practice and Principles
A strong customer service focus
Communicate effectively in both oral and written form
Advanced skills in Microsoft Operating Systems and Microsoft Office
Advanced skills with tablets, smart phones and mobile device management
Proven skills in a Microsoft networked environment including and not limited to: Account Management, Print Management, Systems Management
Proven experience with capturing and deploying operating systems images in a networked environment
Strong understanding of desktop management technologies; such as Antivirus and malware remediation software, software and application deployment, systems management
Understanding and experience with IT operational processes, service management, and related industry best practices and standards (e.g. ITIL)
Well-developed problem solving, analytical, and conceptual skills
Provide technical support for makerspace equipment: 3D printers, laser-cutter, and iMac creative stations

Nice To Haves

MCTS certification
MCSA certification
MCP certification
MOS certification
A+ certification
Network + certification
ITIL Essentials certification
Help Desk Institute -HDA (Help Desk Analyst) Certification
Experience working in a public library setting
Familiarity with Mac Platform

Responsibilities

Providing first and second level computer/mobile hardware, all software, and network connectivity support throughout the incident and change management lifecycle
Document and prioritize service desk tickets, emails, calls and respond in a timely manner as per Service Level Agreements (SLAs)
Contributing to knowledge management process by creating user and project documentation, and entering detailed information of all service desk tickets, in accordance with IT standards
Quickly resolving technical disruptions in service and provide effective responses to user inquiries
Liaising with staff at various levels of both the IT Division and all other departments
Ensuring clients are notified and updated at all times as to status of technical problems that may be apparent and inadvertently affecting the user community
Procuring hardware and software assets, escalating issues to vendor in case of support or repair concerns, entering information into the configuration management database, and processing invoices as required or directed
Travel to all City facilities is required and must be able to transport yourself (mileage compensated)
On-call/standby evenings and weekends are required.
Must be available to work evenings, flex shifts, extended hours and statutory holidays as required
Update and manage equipment inventory
Provide mobile data services by supporting end users with the set-up of email, calendar, and contacts for different phone platforms (iPhones, Androids)