Technical Support Specialist - Ottawa, Canada - Home and Community Care Support Services

Description

Position Summary:

Under the direction of the Manager, Network and IT Services, the Technical Support Specialist provides Home and Community Care Support Services (HCCSS) Champlain end-users with hardware and software support and resolves routine operational problems. In addition, the Technical Support Specialist provides tutorial sessions and in-services, maintains user query and assistance records and assists the Manager as required.

Primary Responsibilities:

•Provides direct support by responding to help-line calls on a daily basis from end-users from local and remote sites:
oanalyzing user hardware, software and communications problems and takes corrective action
oproviding technical and application support for end-users, responds to user queries in timely, client focused manner
oproviding information about the features of software products.

•Conducts individual familiarization and tutorial sessions as required. Interacts constantly on a one to one basis.

•Maintains and supports end-user desktop software and hardware.

•Assists in maintaining and tracking computer hardware and software inventory.

•Documents and maintains a knowledge base of frequently asked questions

•Maintains a record/log of all user queries and incidents along with their resolution and timelines

•Develops and applies checklist/standard approaches for the resolution of user queries

•Keeps system users informed of system availability matters

•Assists in manual installation of computers and related equipment at user's workstation

•Installation and configuration of operating systems and software applications at user's workstation, reconfiguring furniture and equipment to ensure adequate functionality

•Undertakes necessary backup and security activities as required by regular procedures

•Liaise with external hardware & software vendors

•Data Entry as required

•Other related duties as assigned, consistent with the duties outlined above

Education and Experience:

•Community College Diploma in a related field of study and certified in at least one Microsoft product.

•Minimum 2 years previous related experience in end user computing support in a network environment

•Other relevant combination of education and experience as may be deemed acceptable by HCCSS Champlain

Knowledge:

Working knowledge of various technologies and applications, including:

•Microsoft Windows operating system along with command line tools such as DOS and PowerShell.

•Microcomputer hardware components.

•Good understanding of Local Area Networks and tools used for troubleshooting common issues. Tools include ping, tracert, nslookup and ipconfig

•Good knowledge of Active Directory Administration for user account management and management for group policies.

•Working knowledge of common personal computer hardware and the ability to troubleshoot and isolate faults with common hardware components such as disk drives (physical and SSD), RAM, Display devices and common peripherals.

•Exposure to common VoIP technologies such as call queues, VoIP phones and Extension administration.

•Experience working in a Mitel environment is desired

Skills and Abilities:

•Ability to problem solve and trouble shoot

•Work well within a team

•Demonstrated ability to train/teach users of the automated systems.

•Strong commitment to client service delivery

•Adapt to change and learn new software

•Must be patient, tactful and helpful

•Well organized and reliable

•Able to handle multiple demands with conflicting priorities, flexibility to adjust schedule and work additional hours if required (on-call availability)

•Strong communication and interpersonal skills required.

•Required (occasional travel between remote sites)

•Certification in Network Administration (ex. MCSA)

Affiliation: CUPE – Wages are in accordance with the collective agreement between HCCSS Champlain and CUPE and start at $26.426/hr.
Shift: Monday to Friday, 8:30am to 4:30pm (after hours support as required on evenings and weekends)
Location: 4200 Labelle Street, Ottawa ON

This position requires the successful candidate to be present on-site Monday to Friday 8:30am-4:30pm.

This position is temporary until end of October 2024.

Please note that selection will be in accordance with Article 11.02 of the Collective Agreement (Criteria for Selection).

All applications will be reviewed; however, only those selected for an interview will be contacted. Home and Community Care Support Services Champlain welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in any aspects of the selection process.

Home and Community Care Support Services has implemented a mandatory vaccination policy across the province that requires all staff to be fully vaccinated against COVID-19. Applicants being considered for employment will be required to provide proof of vaccination documentation confidentially to Human Resources upon hire. Any medical or human rights exemption requests will be reviewed and validated prior to an offer of employment.