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Job title: Service Desk Analyst – Network & Technology
Company: City of Thunder Bay
Job description: Job Description
POSITION SUMMARY: Under the general direction of the Supervisor IT Service Desk, supports network repository and network and enterprise software access. Key responsibilities include Active Directory maintenance, file level permission access, end user support, problem resolution, and ongoing communication with network users.
MAJOR RESPONSIBILITIES:
- Maintains and documents Active Directory users, group memberships, login profiles and maintains file share access.
- Maintains and documents access and support for printing and scanning.
- Maintains and documents PC and laptop domain membership.
- Maintains and documents client access to enterprise software and installs desktop enterprise software (SCCM, AV).
- Provides client support, resolving Tier 1 Support Calls and collaborates with required partners to ensure all outstanding client Support Calls have been resolved and communicated back to the client.
- Collaborates with Corporate and departmental application owners, CIT staff, consultants, and/or software business partners on techniques and methods to implement new solutions and resolve problems.
- Documents each support call and resolution in the Call Management System to facilitate future client support opportunities.
- Follows up on Support Calls moved to Tier 2.
- Develops training materials and conducts formal and informal training.
- Keeps abreast of new software technology.
- Participates in Corporate-wide initiatives and cross-functional teams as required.
- Performs other related duties as may be assigned.
QUALIFICATIONS:
- Education/Experience:
- Degree or Diploma in computer science, software engineering, or information systems; or
- Equivalent combination of education and experience.
Skills/Abilities:
- Knowledge of and experience with supporting network repository
- Knowledge of computer networking
- Superior ability to communicate effectively and concisely, both orally and in writing, with the ability to present ideas in a business and user friendly language
- Strong understanding of organizational goals and objectives
- Superior ability to establish and maintain effective working relations with clients, co-workers, and business partners
- Highly self-motivated and directed
- Proven problem solving, analytical, and time management skills
- Ability to prioritize and execute tasks in a high pressure environment
Assets:
- Experience with Microsoft Active Directory and Exchange
- Experience with Citrix, print/scanning management, file/server directory management
- Demonstrated ability to excel at supporting client excellence
- Experience working in an IT Service Desk environment
- An understanding of the operations and services of the Corporation
- Knowledge of the functions of city departments, outside boards and local community groups.
CONDITIONS OF EMPLOYMENT:
- May be required to work shifts or be “on call”
- May be required to travel to various work locations and provide own transportation
- Must undergo a successful Criminal Record and Judicial Matters Check (CRJMC)
- Must sign and abide by Employee Confidentiality Statement
Expected salary: $30.63 per hour
Location: Thunder Bay, ON
Job date: Sat, 05 Jun 2021 22:51:20 GMT
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