Halifax, NS
Requisition Details:
Employment Status: Regular, Full-time (1.0 FTE)
Program Name: IT/IS
Number of Hours Bi-Weekly: 75
Work Schedule: Days
On-Call: Yes
Location: Remote - The successful candidate must reside in Nova Scotia and be able to travel to our Halifax site when required.
Job Summary:
The IT/IS Support Technical Specialist-I provides national support to all front-line and office employees for a variety of hardware, software and business application issues. This includes identification and resolution of routine end user support issues, and/or referral to other members within the IT/IS team for more complex problems.
Key Responsibilities:
Employment Status: Regular, Full-time (1.0 FTE)
Program Name: IT/IS
Number of Hours Bi-Weekly: 75
Work Schedule: Days
On-Call: Yes
Location: Remote - The successful candidate must reside in Nova Scotia and be able to travel to our Halifax site when required.
Job Summary:
The IT/IS Support Technical Specialist-I provides national support to all front-line and office employees for a variety of hardware, software and business application issues. This includes identification and resolution of routine end user support issues, and/or referral to other members within the IT/IS team for more complex problems.
Key Responsibilities:
- Answers service desk phone lines and provide live answers to clients, ensuring response time targets are achieved.
- Upholds VON established Service Level Agreements (SLA) while providing exemplary customer service to office staff and a mobile work force.
- Respond to service tickets submitted via e-mail or via electronic ticket systems.
- Maintains accurate tracking of incidents & inquiries, ensuring all are logged, to include client contact information, description of issue, and resolution details.
- Resolves Tier I issues over the phone (printing issues, passwords resets, connectivity issues, etc.) and refers more complex issues to more senior team members for resolution.
- Resolves basic application and hardware problems for mobile devices (Android, etc.).
- Follows up with employees on incidents to ensure the issue is resolved to their satisfaction.
- Communicates daily technical problems and resolutions to employees, coworkers and management based on the response timeline objectives.
- Performs escalation and communications for adverse events, per SLA policy.
- Performs routine monitoring of network health (switches, modems, WAN equipment E-mail and VPN services)
- Performs daily activities of checking maintenance, systems back up, virus scans, security, & application logs for anomalies and referral of these within IT/IS team for resolution.
- Provides primary support for add, moves, changes of e-mail accounts, GAL, Active directory, & MDM accounts.
- Logs and provides tracking of software and hardware assets.
- Performs configuration of new desktop/notebook hardware including installation of system images and software applications
- Builds and manages relationships with cross-functional team members and employees
- Builds and manages relationships with vendors to ensure service quality.
- Post secondary degree in Computer Science or Technical Diploma.
- Minimum of 2 years' experience in an IT/IS Service desk role with practical LAN/Desktop support experience (not call center based).
- MCP, CCNA, A+ certification are considered assets.
- Expert knowledge of Microsoft Operating Systems (Windows 10).
- Excellent understanding of virtualized desktop environments.
- Strong knowledge of general networking protocols, specifically TCP/IP and basic VPN configurations.
- Strong knowledge and experience with the software associated with enterprise environments such as: Antivirus programs, Citrix thin client, Windows Server 2008/2012/2016, Microsoft Office 2007-2016 & backup applications.
- Good understanding of electronic messaging applications, e-mail transport protocols, and MDM functionality.
- Excellent problem-solving, communication and interpersonal skills.
- Ability to work in a fast-paced team environment.
- Comfortable using Microsoft Office suite of products.
- Demonstrated knowledge and experience using change/problem management software, tools and processes.
- Demonstrated ability to communicate effectively (both orally & in writing) technical information to technical & non-technical personnel.
- Must be willing to work outside of regular business hours to support extended service desk support schedule. This includes being part of an on-call rotation, for non-core service desk support hours
- A current and original copy of a satisfactory Criminal Records Check.
- A Vulnerable Sector Search and/or Child Abuse Registry Check may be required.
- Ability to speak French is an asset in French Designated areas.
- The use of Personal Protective Equipment (PPE) may be required
Competition Number:
41465
Company Website:
http://von.ca
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