IT Service - Winnipeg, Canada - Manitoba Possible.

Manitoba Possible.

Verified Company

Winnipeg, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

We are
Manitoba Possible. We believe an inclusive and accessible society is possible. That is why we work together to eliminate barriers to full and equal participation. Manitoba Possible provides programs and services throughout the province. The way we do that is by working collaboratively, diversifying in every way possible, and innovating at every level.

You are

A_n IT Service and Support Coordinator_ works not only with our Managed Services Provider, but also as a part of a support team in the day-to-day delivery of service, escalating any roadblocks to resolution, but also with our telecommunications providers.

The incumbent can organize, prioritize and multi-task.

The individual will have customer-facing responsibilities and be experienced in the support and delivery of computer technology and communication solutions used by the organization.

This position will service Manitoba Possible customers onsite and remotely. Good quality and timely end-user service delivery is expected.

Your Role

Act as the customer liaison and primary interface between the managed service provider and Manitoba Possible. Assess support requests based on urgency, type of issue and financial resources. Identify potential escalations and proactively alert Director, Finance & Administration. Work with telecommunications providers on Teams and other phone systems and mobile devices, including mobile device management software. Provide enduser support. Play a lead role in managing projects of a defined scope.
Perform general repairs or services, both for onsite and remote locations including, but not limited to, mobile devices, phones and computers, network drops, network drives, electrical requirements, etc. by self or through third parties, and clearly communicate estimated time of task completion, status updates and potential problems. Maintain inventory records and keep support documentation up to date. Maintain an inventory of basic parts, especially high failure rate parts, to minimize downtime. Ensure the queue of the managed service provider is monitored for aging tickets. Support audio/visual setup in meeting or board rooms.
Configure and troubleshoot mobile devices including but not limited to cellular phones, laptops, and tablets. Process insurance claims as necessary. Participate in the renewal of the mobile cellular contract and/or the upgrade of mobile devices and the purchase of newly required communications equipment. Process invoices for payment. Keep up to date records.
Troubleshoot network connectivity issues with printers. Maintain inventory for equipment and supplies not on service contracts and replace toners, or teach key onsite contacts how to replace toners, as need be. Provide reports on print totals on a regular and timely basis.
Prepare written policies or guidelines, in consultation with the Director, Finance & Administration for the operation of Information Technology within the organization, not only from a "best practices" perspective but also in compliance with existing policies or procedures, legislation, etc.
Ensure accuracy and timeliness of access or egress, (adds, moves, changes, deletions) including print codes, employee initialization, etc. Ensure Active Directory remains current. Review of remote systems, as requested, for optimal efficiency and effectiveness and a good return on investment.

What You Know

Typically requires 35 years general experience in the field, or equivalent combination of experience and education from a recognized learning institution.
Knowledge of network and device connectivity and an understanding of security policies and processes, as well as the Microsoft office suite of products.
Proficiency in basic maintenance of printers, copiers, mobile devices, computers.
A general understanding of the Teams phone system or other VOIP systems.
Working knowledge of mobile device management software.
Working knowledge of O365 management overall (licensing, etc.).
Ability to build rapport and elicit problem details from customers.
Ability to respond to requests in a courteous, professional, and timely manner.
Ability to work independently as well as in a team environment.
Very good organizational and interpersonal skills.
Very good skills in both written and verbal communication.
Access to a vehicle and valid driver's license.