Systems Support Technician

Main Purpose and Function

The VCT Systems Support Technician provides support for VCT business systems, including cloud-hosted Point of Sale (POS) and Mobile Ordering, Event Business Management System (Momentus), Scheduling, SharePoint, as well as implementing the upgrades and maintenance of VCT systems.

This role is responsible for maintaining, investigating and resolving hardware and software issues, updating and testing software, data entry, generating reports, updating documentation, and participating in the investigation of proposed hardware and software acquisitions.

The position assists with implementing business solutions and supporting process improvements.

Considerable independence of judgement is exercised in maintenance functions but advice and assistance is received from technical specialists and vendors on the more complex technical aspects of the work.

Work is reviewed for accuracy, adherence to administrative requirements and standards, and the effective application of technical skills.

Specific Duties / Responsibilities

• Performs system maintenance and account management; provides access to applications and data based on approved user permissions and access rights for all VCT systems
• Performs data entry and configurations to maintain database integrity and usability
• Executes day-to-day POS and Mobile ordering system configurations and integrated applications, maintains user accounts, permissions, menu and price modifications as directed
• Responds to user calls; identifies problems, prioritizes resolution requirements, makes approved corrections, or redirects the more complex problems to technical staff, tracks problems and keeps internal clients informed as to status.
• Investigates and resolves system software and hardware problems which affect the operational performance of the cloud hosted application systems and works with technical specialists and the vendor's service technicians in solving the more complex software problems.
• Maintains, revises and updates technical documentation and procedures related to VCT systems, and communicates to stakeholders as required.
• Supports ongoing operational processes related to systems implementation such as configuration and training on the use of new or revised systems.
• Coordinates and supports collaboration with vendors and service providers to integrate and link business functions and processes and builds and maintains working relationships with vendors
• Acknowledges and resolves requests for service including account creation, troubleshooting issues, coordinates patches and upgrades to cloud hosted systems.
• Maintains an inventory list of business hardware and software.
• Ensures best practices and business processes are consistently followed to ensure accurate data and adherence to City information management policies
• Supports Business Systems Analyst in identifying and implementing process improvements, provides relevant data and information to support decision-making.
• Supports staff in troubleshooting and tracking day-to-day operational issues related to VCT hardware and software.
• Performs related work as required
• Other duties / responsibilities as assigned

Minimum Qualification Requirements

Education and Experience :

Completion of certificate program or degree in information technology or related discipline at a technical institute or community college, or a related field supplemented with industry certifications in desktop support, plus sound experience in troubleshooting and support in a changing environment;

or an equivalent combination of training and experience.

Knowledge, Skills and Abilities :

• Thorough knowledge of the equipment, methods and techniques used in computerized environment.
• Sound knowledge of the characteristics, functionality and capabilities of the VCT's computer hardware, operating systems and related software Event Business Management (Momentus) POS and Mobile Ordering Scheduling software SharePoint
• Considerable knowledge of the implementation and operation of POS, mobile ordering, and event management systems including the management of core configuration, menu item construction, access rights and ongoing monitoring and reporting on use
• Sound knowledge of database management techniques, procedures, and generating reports for analysis
• Considerable knowledge of Microsoft Office applications (Word, Excel, Visio, SharePoint, Outlook, PowerPoint), including pivot tables
• Knowledge of City processes and policies
• Ability to investigate, document, assess and resolve user and system problems for system hardware and software
• Ability to be adaptable in a dynamic, changing environment and very detail oriented
• Ability to establish and maintain effective working relationships with a variety of internal and external stakeholders and to provide advice and assistance on matters related to the work.
• Ability to support development of and conduct user training programs.
• Ability to perform assigned duties often under minimal supervision.
• Excellent written and verbal communication skills, including proven procedural documentation skills.
• Ability to track multiple projects simultaneously and update / fix shared systems.
• Ability to monitor the performance of the hardware and software, identify problems and formulate solutions
• Ability to test and install new releases of, or enhancements to, operating systems software and application systems and customize as directed

Business Unit / Department : Arts, Culture and Community Services (1200)