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Job title: Junior Client Support Analyst (contract)
Company: Vaughan
Job description: Vaughan is a city on the move. With a downtown core rising from the ground – the Vaughan Metropolitan Centre, a state-of-the-art hospital opening its doors in 2021 – the Cortellucci Vaughan Hospital, and a bustling subway, exciting projects are transforming the community. Be a part of something amazing and build your career at the City of Vaughan.
The City of Vaughan is an equal opportunity employer serving one of the fastest-growing municipalities in Canada, we are an organization committed to diversity and inclusivity, providing a thriving work environment, excellent benefits, learning and growth opportunities and a place where collaboration and teamwork are fostered. As one of the , we continuously employ workplace best-practices – and they’re getting noticed! Excellence demands brilliant personalities, visionary thinking and a passion for public service. Vaughan is your place to grow.
Position Overview
The Office of the Chief Information Officer has two contract opportunities available, starting in April:
– On-site at the COVID-19 Vaccination Centre 6 days per week, 35 hours per week including every weekend
– Should the Vaccination Centre no longer require staff on-site, work will be conducted at Vaughan City Hall while being on-call for the Vaccination Centre
Responsible for providing on-sight support at the COVID-19 Vaccination Clinics. Support at the COVID-19 Vaccination clinics will be to provide first level IT Support for devices, peripherals, software and network.
Responsible to adhere to all York Region Health guidelines and practices while working at the COVID-19 Vaccination Centre.
Accountable for the ongoing operation, administration and support of corporate computer systems, peripherals and mobile smartphones in the City of Vaughan and Vaughan Public Libraries.
Provides first level of IT support to clients via telephone, remote and in person for hardware, software and mobile smartphones.
Responsible for the asset and refresh lifecycle of endpoint hardware and software.
Part of the IT Service Desk team and is responsible for the identity and access management of solution accounts and network security access.
Responsibilities
IT Service Desk & COCID-19 Vaccination Centre
- Single point of contact for all corporate staff in regard to technology related questions, concerns and requests. Guides clients to resolve issues consultatively.
- Responds to telephone, email, and live enquiries in a professional and courteous manner within the agreed upon Service Level Agreement’s (SLA), strives for first call resolution of known issues and quick fixes.
- Responsible for escalating incidents when considered appropriate and necessary to maintain SLA expectations.
- Documents all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
- Probes and assess impact, urgency and work effort before completing escalating or assigning work to appropriate resources.
- Evaluates documented resolutions and analyses trends for ways to prevent future problems and alerts management to emerging trends in incidents.
- Responsible for the request fulfilment process and is expected to log, execute and manage client’s expectations throughout the process lifecycle.
- Communicates scheduled network outages to corporate clients.
- Responsible for knowledgebase management including populating new known issues to help maintain business continuity and improve service levels.
Identity and Access Management
- Must be adept at using all the tools necessary to successfully manage identities such as Active Directory, Microsoft Exchange, Office 365, Microsoft Powershell.
- Ability to create Powershell and Orchestrator scripts to streamline and automate manual processes.
- Handles high volumes and has a high attention to detail in regards to accuracy and Quality Assurance of access and security requests ensuring all the proper policies and procedures have been followed.
Troubleshooting, Support and Request Fulfilment
- Implements, supports and maintains various phases of client computing operations of low to moderate complexity, including documentation, configuration, installation, testing, distribution, training, performance monitoring and maintenance.
- Works closely with end users to provide reliable client computing services, technical guidance and informal training. Creates and maintains technical documentation related to hardware/software in client computing environment as well as training materials for end users.
- Evaluates requests for new and changes to existing computer workstation hardware against business needs and make appropriate recommendations .
- Monitors, coordinates and completes moves, adds and change requests for desktop computing technologies.
- Resolves technical issues escalated through the Service Desk for PC hardware, application support, connectivity and related issues.
- Supports staff in the use of the corporate audio video equipment including answering how-to questions, provides informal training, perform basic troubleshooting and creates basic end user documentation.
- Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Applies diagnostic utilities to aid in troubleshooting.
- Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
- Evaluates documented resolutions and analyse trends for ways to prevent future problems and alert management to emerging trends in incidents.
- Performs post-resolution follow ups to service desk requests.
- Reinforces SLAs to manage end-user expectations.
- Responsible for installation, support, and upgrades of departmental workgroup printers and MFP devices including scan to email, security badge login, fax profiles and various other features and functionality.
- Supports a portfolio of over 100 desktop and client-server based software solutions including the installation, troubleshooting and answering how-to questions.
Qualifications and Experience
- Community College Diploma in Computer Systems, Networking, Programming or suitable equivalent
- Minimum of one (1) year experience working in an ITIL-driven environment
- Working knowledge of ITIL principles
Preferred technical or professional qualifications or certifications/designations:
- Information Technology Infrastructure Library (ITIL) Foundations Certificate
- Microsoft Certified Systems Engineer (MCSE)
- A+ Certificate
- Knowledge of advanced computer hardware, including desktops, workstations, notebooks, smartphones, local storage arrays
- Administrative experience with Microsoft Windows operating systems and software, standard application packages, client computing hardware, peripherals, and general PC troubleshooting and problem resolution
- Application Support experience including Microsoft Office, Antivirus, SCCM, Service Desk solutions and various desktop and enterprise solutions
- Demonstrated understanding of network operating systems, LAN characteristics, network topologies, components, protocols and services such as TCP/IP, LDAP, DNS, DHCP, firewalls, and routers
We thank all applicants for their interest; however, only those selected for an interview will be contacted. Please be advised, the City of Vaughan uses email to communicate with applicants for open job competitions.
The City of Vaughan is committed to diversity and inclusivity in employment and welcomes applications from qualified individuals of diverse backgrounds. The City of Vaughan is also committed to providing accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs.
Expected salary: $69373 – 82587 per year
Location: Vaughan, ON
Job date: Fri, 26 Mar 2021 05:27:34 GMT
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