Service Technician - Chatham-Kent, Canada - Chatham-Kent

Chatham-Kent

Verified Company

Chatham-Kent, Canada

4 weeks ago

Posted by:

Sophia Lee

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Description

The Municipality of Chatham-Kent has an opening for two temporary full-time Service Technicians in the Information Technology & Transformation division.

These positions are for a period up to January 2024.

Job description

The Service Technicians provide support for over 1200 computers and approximately 1500 users at 89 sites spread throughout a large geographic area in Chatham-Kent.

The team supports over 30 diverse business units, each with their own unique requirements and expectations.

The Service Management team is responsible for the deployment and management of all end-user devices (desktops, laptops, tablets), initial troubleshooting for LAN/WAN and wireless connectivity, telecommunication devices (i.e.

iOS and Android), audio/visual equipment and first line support for particular servers (i.e. Blackberry Enterprise Server and Clarity Connect).

The Service Technician uses tools such as Microsoft Endpoint Configuration Manager (MECM) to centrally manage the Windows workstation fleet, Blackberry Unified Endpoint Manager (UEM) to manage the mobile device fleet and Microsoft System Centre Service Manager as a ticketing system for incidents and service requests.

The Service Technician is a member of the Service Management Team within the Information Technology & Transformation division.

Essential responsibilities

Demonstrate Chatham-Kent's core values and competencies

Respond to requests, inquiries and issues from end users on technology related services.

Regularly reviews and updates open tickets while keeping the end user informed throughout the lifecycle of the ticket.

Collaborate and act as part of a team to prioritize work accordingly in order to exceed service level objectives

Travels to various locations in the Chatham-Kent region to support municipal staff and technology using approved municipal vehicles.

Works as part of a team to manage the endpoint, mobile device, and print technology layer

Research, test, schedule and execute upgrades and maintenance to endpoint technology

Perform software installations and some hardware repairs as approved by the OEM

Purchases technology products through various methods and follows all approval processes

Retires technology by following industry best practices for Information technology asset disposition and physically disposes of technology at designated ewaste transfer stations using municipal vehicles.

Participates in the annual device lifecycle project.

Updates all relevant inventory and asset databases throughout the lifecycle of the asset.

Completes all required training identified by the manager and the organization

Follows established procedures and contributes to documentation in knowledgebases and standard operating procedures

Adheres to municipal guidelines, follows all policies and procedures set out by the organization.

Provide assistance to and collaborate with local system support positions at satellite IT departments (such as Chatham-Kent Police Services, Employment and Social Services, Chatham-Kent Public Library)

Works with escalation teams and identifies when escalations to the Manager are necessary

Works with external IT departments, vendors and business units to determine requirements and solutions

Improves understanding of new technologies through continuous ongoing learning and development

Participates in a weekly afterhours on-call rotation providing emergency technical support 24/7/365.

Works on small technical projects as requested

Essential qualifications

College diploma or university degree (preferably in a computer science program), with six months to two years of related experience

Excellent customer service and communication skills, both verbal and written

Experience with Microsoft System Center including: Configuration Manager (SCCM), Operations Manager (SCOM) and Service Manager (SCSM)

Strong knowledge of Active Directory and Group Policy Objects

Knowledge of communication platforms and management systems; Microsoft Exchange, Microsoft Teams, Skype for Business, Blackberry Enterprise Server

Knowledge of physical computer components and architectures, including the functions of various components and peripherals (e.g. CPUs, Network Interface Cards, data storage)

Knowledge of Personally Identifiable Information (PII) Personal Health Information (PHI) and Payment Card Industry (PCI) security standards

Experience with IT system operation, maintenance and security

Skilled in identifying, anticipating and correcting workstation performance or configuration problem

Ability to interpret and translate customer requirements into operational capabilities

Ability to accurately define and resolve incidents, problems, and events through a ticketing system

Ability to develop and interpret technical documentation

Ability to function effectively in a dynamic, fast-paced environment

Ability to collaborate and communicate effectively in a team environment

Other qualifications

Experience with networki