Support Technician (Temporary, 12 months)

The City of Guelph • Guelph, ON

8d • Onsite

About The Position

When you join the City of Guelph, you join a team of over 2000 employees who deliver services the community relies on every day. Together, we are bringing to life Guelph’s vision of an inclusive, connected, and prosperous city where we look after each other and our environment. As a single tier municipality, we offer a variety of occupations and career specialities within our organization. Guided by the goals and objectives of the Future Guelph: Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Community Vision for an inclusive, connected and prosperous city. Resumes are being accepted for the temporary position of Support Technician within the Information Technology (IT) department. Reporting to the Supervisor, IT Service Desk, this position is responsible for providing support to customers using City approved software and hardware. Guided by the goals and objectives of the City’s Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Vision for an inclusive, connected and prosperous city.

Requirements

• Experience related to the duties listed above, normally acquired through the completion of a three-year Diploma in Computer Science or other related discipline and 2 - 3 years’ experience in application/hardware support in a PC based Client/Server, Local Area Network Environment. Candidates with an equivalent education and experience may be considered.
• A valid Class G drivers’ licence with a good driving record. Successful candidates will be required to provide a current driver’s abstract prior to their start date to confirm their licence is held in good standing and that it has not been suspended or revoked under the Highway Traffic Act (HTA) or Criminal Code of Canada in the last 5 years. The City of Guelph will take into consideration the number of demerit points and/or nature of the infractions to determine if it meets our requirements.
• Detailed knowledge of Microsoft operating systems such as Windows 11, Microsoft Server operating systems and Active Directory, network printing environment and all Microsoft Office products.
• Knowledge and understanding of Microsoft Intune and autopiloting.
• Detailed knowledge of Mobile operating systems such as Android and Apple iOS
• Strong organizational skills with the ability to manage multiple assignments to meet deadlines.
• Effective communication skills (both oral and written)
• Must be a reliable self-starter able to work alone or with supervision
• Ability to problem solving and good decision-making skills
• Ability to perform basic NTFS file system administration
• Ability to perform basic printer administration tasks such as (adding printers, modifying printer properties, deleting print jobs etc.)
• Ability to perform basic Active Directory administration tasks such as enabling/disabling accounts, making modifications to distribution lists, AD groups etc.
• Able to perform physical requirements of position (e.g. lifting up to 50 pounds)
• Able to communicate in user-friendly language
• Strong customer service mindset
• Team player able to work under pressure

Nice To Haves

• A+ Certification, Microsoft certifications, and/or other certifications such as HP, Network + are an asset
• ITIL Foundation certification would be an asset
• Previous experience using remote control tools (Microsoft SCCM) and Cherwell ITSM software would be an asset
• Knowledge of Cisco Unified Communications Manager and Cisco unity to add/remove/delete phones, extensions, voicemail boxes etc. is an asset

Responsibilities

• Provide first and second level IT support for City of Guelph staff
• Troubleshoot, diagnose, and provide timely solutions to problems encountered by customers
• Work with other team members, vendors, or third-party support organizations to provide solutions, issue resolution and / or system implementations
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication
• Stay current on policies and initiatives in the delivery of customer service
• Perform changes to customers’ user interface as required to best utilize applications
• Provide training and support on existing and new software packages as directed
• Provide backup to other Information Technology staff as required
• Recommend solutions to identified technical, procedural, or process issues
• Resolve problems using electronic tools, manuals and technical support documentation
• Perform hardware/software installation, de-installation, support/upgrades, moves, adds and changes
• Prioritize work orders according to severity
• Log all incidents and service requests into the Service Desk ITSM system, ensuring all required information is captured
• Maintain high degree of professionalism, confidentiality, courteousness, and friendliness
• Perform other related duties as assigned

Benefits

• Paid vacation days, increasing with years of service
• Paid personal days;
• Defined benefit pension plan with OMERS, including 100-per-cent employer matching;
• Extended health and dental benefits, including Health Care Spending Account;
• Employee and Family Assistance Program;
• Parental leave top up program;
• Learning and development opportunities including tuition assistance
• Employee recognition programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees