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Support Specialist 1

Support Specialist 1

The City of SurreySurrey, British Columbia, Canada
30+ days ago
Salary
CA$33.50 hourly
Job type
  • Temporary
Job description

Overview

As one of the fastest growing cities in Canada, City of Surrey is a globally recognized leader in building vibrant, sustainable communities through technology and innovation. City of Surrey employees are talented innovators, inspired by meaningful work and the opportunity to drive our city-and their careers-forward. Build a City. Build a Future at the City of Surrey.

Employment Status

Union - CUPE Local 402 - Term (1 Year)

Scope

The City of Surrey's IT Service Desk is the first point of contact for City staff requiring technical assistance. We are seeking a Support Specialist 1 to join our knowledgeable and customer-focused team. Under direct supervision and within well-defined procedures, this role delivers support and service to customers via phone, email, or in person for a variety of IT-related requests, including :

  • Desktop software and hardware
  • Enterprise applications
  • Printing, telecom, and mobile devices
  • Installations, upgrades, system configurations, and troubleshooting

This one-year term position offers a dynamic, fast-paced environment where you'll develop hands-on IT expertise while making a tangible impact on city operations. If you're passionate about technology, problem-solving, and delivering exceptional support, we encourage you to apply!

Responsibilities

  • Serve as the primary point of contact for IT-related inquiries and technical assistance.
  • Diagnose, troubleshoot, and resolve hardware, software, and network issues or escalate them as necessary.
  • Manage service requests and incidents in the IT ticketing system, ensuring proper prioritization and follow-up.
  • Provide support for cloud-enabled technologies and enterprise applications.
  • Communicate citywide IT service interruptions or outages, ensuring timely updates.
  • Assist with installations, upgrades, and system configurations for IT hardware and applications.
  • Identify recurring technical issues and escalate them for further analysis and resolution.
  • Maintain technical documentation and contribute to the IT knowledge base.
  • Collaborate with internal IT teams to improve overall service quality.
  • Perform other related IT tasks as required.

    • Qualifications

  • Post-secondary certification in a relevant field or an equivalent combination of education and experience.
  • CompTIA A+ Certification (or an acceptable equivalent).
  • Solid understanding of IT infrastructure, enterprise applications, hardware components, and system configurations.
  • Excellent problem-solving and troubleshooting skills, with the ability to resolve issues efficiently.
  • Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users.
  • Ability to prioritize and manage multiple service requests in a fast-paced environment.
  • Experience with IT service management (ITSM) tools and ticketing systems is an asset.
  • Strong ability to collaborate with internal teams and key stakeholders.

    • Other Information

    Number of Job Openings : 1

    Hourly Rate : $31.53 (2024 rates)

    Pay Steps Hourly Rates Step 1 $31.53 Step 2 (6 months) $31.97 Step 3 (18 months) $32.90 Step 4 (30 months) $33.50

    Conditions of Employment

    This position requires completion of a Police Information Check.

    Successful applicants must provide proof of qualifications.

    Closing Date

    This job will be posted until filled.

    Our Values

    Integrity - Service - Teamwork - Innovation - Community

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    Support Specialist • Surrey, British Columbia, Canada