Field Support Analyst - Halifax, Canada - Halifax Regional Municipality

Halifax Regional Municipality

Verified Company

Halifax, Canada

1 day ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Posting

Reporting to the Manager Client Services, this position is responsible for the resolution, tracking and followup of incidents and service requests received via HRM's ticketing system. The position will provide desktop/ laptop/ tablet, mobile computing, cabling and telephony support, repair and installation to end users and will be responsible for the resolution or escalation to appropriate resource. In addition, this position may provide technical support to the audio visual and Council Technology systems for Halifax Regional Council as needed.

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DUTIES AND RESPONSIBILITIES:

Provide first class customer service to HRM employees
Receive incidents and service requests from the HRM IT Service Desk/ HRM Ticketing System and take appropriate action
Record and Maintain inventory and configuration information on HRM technology assets
Facilitates proper asset disposal and data destruction according to HRM guidelines
Analyze reported problems efficiently and troubleshoot issues to provide solutions
Classify and categorize incidents; prioritize incidents to ensure timely resolution through either Tier 1 support or assignments to Tier 2 external service providers
Preparation and installation of software and hardware as required; including imaging and software deployment and configuration
Follow up on unresolved calls and keep customers advised on progress
Notify appropriate resources when a potential major incident or trend has been detected
Proactively recommend solutions to other IT staff where required
Perform analysis to determine commonly occurring problems and recommend solutions
Connection / Patching of network and telephony drops; including: replacing UPS and UPS batteries, request & coordinate cabinet lock changes, mounting of network equipment (configured by network team), notify service desk to order network patch cables as required and maintain patch cables/ closets
Point of contact for cabling contractors/service provider for physical access and technical inquiries

QUALIFICATIONS

Education and Experience:

Diploma in Computer Science or related field, or suitable combination of formal education and experience
Hold a recognized Help Desk / Service Desk, Desktop Support or Networking designation and be willing to maintain these designations
Three years' experience in an IT environment with software, hardware and network troubleshooting
Must have a valid NS Driver's License and access to a vehicle

Technical / Job Specific Knowledge and Abilities:

Strong desktop hardware knowledge and troubleshooting skills (e.g. desktop computers, laptops, tablets, mobile devices, network adapters, scanners, printers, plotters, monitors, meeting room technology)
Experience providing exceptional service and support
Experience with wired and wireless network and telephony troubleshooting
Experience using remote troubleshooting tools
Ability to develop and implement solutions independently
Excellent knowledge of Microsoft Office suite and experience with all Windows operating systems
Working knowledge of Microsoft System Center Configuration Manager (SCCM) an asset
Welldeveloped customer service skills to professionally speak with customers and provide a highquality service
Positive attitude, dedication to problem solving, being patient with customers and supporting them through to resolution; to deliver excellent service the Field Support Analyst must listen and understand end users concerns and be attentive to feedback to continue to improve IT services
Strong written skills to prepare documentation and communicate in a professional manner to clients and other internal IT staff
Ability to schedule, organize, and prioritize tasks in a highpressure environment
Analytical and evaluation skills to classify and categorize incidents and to notify the Manager and Senior Technical resources of any potential major incidents or trends
Investigation of hardware and software to identify deficiencies in hardware, software or network configurations and /or processes
Position works within relevant HRM and IT policies, guidelines and directives for the use and development of information & communication technology and delivery of related support services and within welldefined and established practices and procedures for the operation and use of systems, network equipment, hardware, software and peripherals
Position works closely with Manager of Client Services, IT Service Desk, Tier 2 support groups, and external support contacts

Security Clearance Requirements:
This position will require the successful applicants to pass a police security clearance check

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COMPETENCIES:

Analytical Thinking, Communications, Conflict Management, Customer Service, Organizational Awareness, Organization and Planning, Risk Management, Teamwork and Cooperation, Valuing Diversity, Values and Ethics

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WORK STATUS:Permanent, full-time

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