Information Technology Technician - Permanent Full Time
Reporting to the Information Technology (IT) Service Desk Manager, the Information Technology (IT) Technician is the critical first point of contact providing Tier 1-3 level technical support for IT related issues or requests. The IT Technician works in an account management capacity helping to maintain and build client relationships within the County and with external partners by providing technical consulting advice on a wide variety of IT concerns and initiatives. In addition, as the subject matter expert, the IT Technician is responsible to administer and support some key IT services.
What you’ll do
- Monitor, troubleshoot and maintain all end user computing technologies including, but not limited to, desktops, laptops, docks, monitors, printers, LAN, phones, mobile devices, operating systems, and software
- Triages, escalates work requests, and readily assigns open service ticket requests
- Methodically performs situation appraisal, problem analysis, and assists clients through the problem-solving process
- Interface with technical support staff from various software and hardware vendors to resolve issues
- Support knowledgebase by writing and maintaining documentation that helps to answer technical questions to resolve known issues
- Responsible for system administration, including new user administration, troubleshooting, system configuration and maintenance.
- Develops and implements computer image configurations to provide appropriate degrees of standardization and to minimize the requirement for individual or specialized support
- Handle Active Directory and Office 365 account creations and deletions
- Configure and deploy Voice Over Internet Protocol (VOIP) phones including constructing and altering call trees
- Responsible to support life cycle of hardware that includes the destruction and sanitation of data devices in accordance with information security policies and procedures
- Uphold and implement security standards in compliance with IT Security policies, procedures, and industry best practices
- Other duties as assigned.
What you’ll bring
- Post-secondary diploma in Information Technology, Computer Systems Technology or a related discipline or equivalent education and work experience
- Information Technology Infrastructure Library (ITIL) certification is an asset
- Three (3) years’ experience working in a similar position
- Experience installing, configuring, and supporting Windows operating systems
- Experience with Microsoft Office suite (Outlook, Visio, Excel, and etc.)
- Extensive hardware/software troubleshooting experience
- Practical knowledge of ITIL best practice process framework for IT operations
- Ability to effectively interface and communicate with technical and nontechnical staff at all organizational levels
- Strong and effective written, verbal and presentation skills with the ability to collaborate effectively with team members.