Hardware Desktop Support Technician - Kamloops, Canada - Thompson-Nicola Regional District

Description

Thompson-Nicola Regional District

Hardware Desktop Support Technician

Encompassing an unparalleled geographic region in the heart of British Columbia, the Thompson-Nicola Regional District (TNRD) offers the best of both worlds. Urban life within vibrant communities and outlying rural regions showcases the region's beauty - pristine but rugged mountains, rolling grasslands, lush evergreen forests, and historical and modern areas, all within 45,000 square kilometers. Headquartered in the heart of downtown Kamloops, the TNRD provides a wide range of local government services to the population of 144,000 living within its 11 diverse municipalities and 10 electoral areas.

The Role
Reporting to the Supervisor of Technology Services, this temporary, full-time position involves logging customer calls, investigating, assessing and resolving software, hardware and telephony problems. The Support Technician is responsible for the documentation of processes, inventory and helpdesk reporting.

This role is required to:

Receives helpdesk requests and trouble incidents; identifies problems and prioritizes resolution requirements; updates work in progress and resolutions for service requests and trouble incidents

Perform hands-on troubleshooting individually and in coordination with other technical resources to provide root cause determination and resolve of trouble incidents.

The ability to recognize when to escalate a ticket when appropriate; Create a document knowledge base with outcomes to help reduce escalations over time

Account management (adding users to groups and/or systems)

Installation, removal, testing, configuration, and operation of software, hardware, and peripherals

Configuration and support of mobile devices using in-person and remote technologies (mobile device management software).

Creates documentation for users and other analysts on how to use technology, including configuration settings, installation processes, and resolution steps

Provides end-user orientation and training where applicable

Maintains all equipment and software while adhering to security standards and procedures

Work with limited supervision on individual service requests and trouble incidents

Participate in department and cross-functional meetings to help ensure the success of the team and organization.

Provide support for Microsoft 365 applications, including Outlook, SharePoint, Teams, and OneDrive. Assist users with configuration, setup, and troubleshooting of Microsoft 365 accounts and features.
This in-office full-time, temporary position is based out of vibrant TNRD Civic Building which also houses the Kamloops Downtown Library, the Kamloops Art Gallery and a busy café.

The successful candidate will be required to create training documentation, provide training, and support users. The ideal candidate is a self-starter, highly organized and able to balance priorities. Excellent communications skills will be a necessity in this position.

Required Education/Experience

Completion of the certificate program in computer sciences or a related discipline at a technical institute or community college plus sound related experience; OR an equivalent combination of training and related experience

Minimum 2 Years experience working in an IT support role
Required Skills and Abilities

Considerable knowledge of desktop computers, data processing, and Microsoft Windows-based environments, including; Microsoft 365, Windows Operating Systems (desktop and server), and browser technology

Experience in supporting mobile computer technology, including Apple IOS and Android, as application platforms.

knowledge of wide and local area networks, network and computer peripherals, telecommunications equipment

Ability to write technical documentation

Ability to troubleshoot, document, analyze and resolve a variety of software and network-related problems

Ability to review logs, scripts and diagnose the possible cause of problems

Comfortable working in a time-sensitive environment with deadlines and interruptions

Ability to work independently while interacting in a team environment

Excellent interpersonal, communication, and listening skills to relate tactfully, effectively, and respectfully to all internal and external contacts, and meet client requirements.

Able to frequently lift 20 kg to be able to perform hardware installation activities
The following would be an asset:

Helpdesk software experience

Experience working in a public sector service-oriented environment
This is a temporary, full-time position expected to start mid-April and end after 6 months, or upon the return of the incumbent.

The position is subject to the provisions of the Collective Agreement with the BC General Employees' Union, Local 705. The Hardware Desktop Support Technician is a Grid ITT position (pay grid $34.99/hr - $38.72/hr).

Applications must include a cover letter and a resume outlining your qualifications and experience. Applications will be reviewed on an ongoing basis and will be accepted until 23:00 PST on the closing date of the competition. This position requires a Criminal Record Check and the completion of a driver's abstract. While we appreciate the interest of all applicants, only those candidates under consideration will be contacted.

To learn more and to apply, visit:

Thank you for considering the Thompson-Nicola Regional District as a place to share your talents