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Information Services Support Technician I

Information Services Support Technician I

Halifax WaterHalifax, Nova Scotia
30+ days ago
Salary
CA$77,500.00 yearly
Job description

Competition # HW24-172E Department Corporate Services Primary Function

  • The IS Support Technician I role is to support and maintain the HRWC computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment while ensuring optimal workstation performance.

Duties & Responsibilities

  • Strategy & Planning : Evaluate documented resolutions and analyze trends for ways to prevent future problems.Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.Document instances of hardware failure, repair, installation, and removal.Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.Support development and implementation of new computer projects and new hardware installations.
  • Acquisition & Deployment : Assist in software releases, roll-outs and communication to the end users.Conduct research on computer products in support of PC procurement. Evaluate and recommend hardware products for purchase.Write technical specifications for the purchase of PCs and related products.Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
  • Operational Management : Liaise with, and provide support to, staff on computer operation and other issues.Install, configure, test, maintain, monitor and troubleshoot end user workstation hardware and networked peripheral devices.Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software.Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, then recommend and implement corrective hardware solutions, including off-site repair as needed.Monitor incoming requests to the Help Desk to ensure courteous, timely and effective resolution of end user issues.Prioritize and schedule problems. Escalate problems to the IS Support Technician ll or IS Technician lll when required.Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Test fixes to ensure problem has been adequately resolved.Perform post-resolution follow ups to Help Desk requests.Develop and maintain an inventory of all computers, printers and other peripheral equipment.Liaise with third-party support and PC equipment vendors.Perform such other related duties as may be assigned

    • Reporting Relationships

  • Reports to : IS Technical Coordinator

    • Minimum Qualifications

    Education and Experience

  • Education : Grade 12 plus a Post Secondary diploma in Computer Science / Information Technology.
  • Experience : 6 months experience relating to Information Technology Support and Communication.
  • Hands on experience with the following : Office automation products (Microsoft Suite – Word, Excel, Access, Outlook).Experience with Microsoft Windows desktop operating systems.Data Communication Protocols.Familiarity with the fundamental principles of ITIL.Client connection to applications, such as GIS and SCADA an asset.AutoCAD and ESRI products experience an asset.

    • Other Requirements

  • Certificates / Licenses / Registrations : Valid NS Driver’s License and access to reliable transportation on an ongoing basis.Plus one of the following : Microsoft Certified IT Professional (MCITP)CompTIA Network+ and or A+Equivalent certifications may be considered

    • Knowledge, Skills and Abilities

  • Effective interpersonal skills and relationship-building skills.
  • Strong written and oral communication skills.
  • Ability to present ideas in user-friendly language.
  • Understanding of the organization’s goals and objectives.
  • Self-motivated and directed.
  • Keen attention to detail.
  • Analytical and problem-solving abilities.
  • Ability to work in a team-oriented, collaborative environment.
  • Strong customer-service orientation.