Desktop Support Analyst Job at The City of Spruce Grove
Competition Number:
RR 2022 0096
Position Title:
Desktop Support Analyst
Job Number:
J1222-1096
Job Type:
Permanent Full Time
Division - Department:
Corporate Services - Information Systems - Technical Services
Date Posted:
December 23, 2022
Closing Date:
January 5, 2023 at 10PM MST
Salary:
$65,450.00 - $80,850.00/Year
The City of Spruce Grove is a fast growing, dynamic city committed to building and maintaining a fiscally responsible community that serves our residents, attracts visitors and promotes future growth. Through the actions of the Values We Live By, accountability, communication, leadership, integrity and respect are encouraged, while maintaining a work, play balance.
Position Overview:
This position is responsible for providing support, and training, for all desktop related requests and incidence. Including but not limited to the deployment of desktop hardware, operating system upgrades, software deployments, and software upgrades. This position reports to the Service Desk Team Lead within the Technical Services section of the Information Systems department.
Please note, compensation for this position is currently under review.
Responsibilities:
Technical Support
Hardware/Software Configuration and Maintenance
Troubleshooting
Other Skills
- Field incoming incidence and requests via various means which can include telephone, e-mail, and ticketing systems.
- Daily management of operational tickets which can include: user identification, status of outstanding tickets, asset and inventory updates and documentation of solutions and fixes for both internal IS use and/or end users
- The triage and prioritize of incident and requests using established process and best practices
- Ensure accurate tracking and updating of all IS assets be it hardware or software.
- Deliver support services to end-users for a wide range of applications, software, and desktop hardware such as Laptops and desktop computers. This includes the Microsoft suite of current desktop operating system and applications.
- Delivering support services by multiple means which may include, remote assistance, deskside, phone, or Instant messaging such as Teams.
- Provide timey escalations when priority or criticality merit.
- Research and evaluate current working knowledge and the explore of new, emerging technologies which meet identified business needs.
- Provide support services to city’s mobile device fleet including smart phones, tablets, and cellular connected devices
- Contact point for the cellular provider for aiding in the support of the end users.
- Document all finding, communications and finding in tickets
Hardware/Software Configuration and Maintenance
- Ensure accurate tracking of all existing, new and to be disposed IS assets be it hardware or software.
- Research available products and systems with the intent to provide recommendations for alternatives to meet identified business needs.
- Evaluate desktop. mobile and tablet, hardware and software standards.
- Work with team to purchase, receive and inventory all IS assets such as computers, peripherals and mobile devices
- Work with team to maintain and track an inventory of stock spare parts for all provided systems and equipment in an effective and efficient manner.
- Manage fleet of City printers including, consumable monitoring, installation, moves and updates of the printers, print servers and printer deployments.
- Manage and execute software deployments to desktop and laptops including tracking of deployment processes, building of deployment packages and updating of existing deployment packages
Troubleshooting
- Working with the City Network and System Administrators utilizing basic networking theory and principles to troubleshoot computer network issues affecting desktops, laptops, printers and mobile devices.
- Working with Application support and Business Analysts using basic troubleshooting techniques and principles to diagnose and rectify enterprise application issues and problems.
- Ability to work independently or in a group to take a problem, repeat incidence or issue from service restoration to root cause to ensure as few repeat issues as possible.
- Prioritize and schedule incidents and escalate to the appropriately resource when required.
- Aid in the identification of problems, patterns, and escalate to the appropriate resource.
- Document and share knowledge as required.
Other Skills
- An ability Document and share knowledge for both end users and team members.
- An ability to communicate with user and user groups in a polite, concise, and effective manner.
- An ability to clearly communicate in multiple means such and written, verbal.
Qualifications:
- Two (2) or Three (3) year diploma in Computing Science, Electronic Engineering Technology, Information Systems or equivalent.
- Three (3) to Five (5) years related experience.
What we offer:
- Competitive annual salary
- 3 weeks’ vacation to start plus an additional thirteen paid days off per year. (stat holidays)
- 100% employer paid Blue Cross Benefit Plan for you and your family. This included health, dental, travel and vision case.
- 100% employer paid Life Insurance including Accidental Death & Dismemberment, dependent life insurance for your spouse and children and LTD.
- LAPP after a one (1) year waiting period
- APEX Supplemental Pension Plan
- Employee and Family Assistance Program
- Flexible work arrangement options
Please click on the link below to read the entire position description
If you require assistance applying to this job, please contact our support staff and refer to job number: J1222-1096.
Desktop Support Analyst Position Description
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