Tier I IT Help Desk

JOB POSTING #: 2024-0520

POSTING PERIOD: Friday, December 20, 2024 at 8:30 AM to Monday, January 6, 2025 at 4:30 PM

DEPARTMENT: Information Technology

UNION: C.U.P.E. Local 543

JOB CODE: 543594

POSITION STATUS: Regular Full-Time (1); Temporary Full-Time (1)

GRADE/CLASS: 0.10

# OF POSITIONS: 2

RATE OF PAY: $27.44 - $32.24 per hour

SHIFT WORK REQ'D: No

DUTIES:
Reporting to the Manager of End User Support, this position will provide first contact support of incoming requests to the Help Desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues; Build rapport and elicit problem details from Help Desk customers; Prioritize incidents and service requests according to defined processes to meet defined Service Level Agreements; Escalate incidents with accurate documentation to suitable technician, when required; Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution; Use remote tools and diagnostic utilities to aid in troubleshooting; Research solutions through internal and external knowledgebase as needed; Identify and learn appropriate software and hardware used and supported by the organization; Provide users with recommended solutions that are consistent with departmental and Corporate business processes; Deploy pre-packaged software using distribution tools and processes as guided within our business practices; Maintain warranty repair processes with external providers; Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals; Perform inventory control tasks including unboxing new hardware as necessary; Test fixes to ensure an incident has been adequately resolved; Develop help sheets and FAQ lists for end users; Contribute to technician knowledgebase as needed; Provide input and recommendations on scheduling projects, upgrades and applying patches/bundles; Reinforce Service Level Agreements to manager end-user expectations; Provide suggestions for continual improvement; Will perform Occupational Health & Safety duties as outlined in the Corporation's Health and Safety Program; Will perform other related duties as required.

QUALIFICATIONS:

• Must have a three (3) year Community College Diploma in Computer Science or Business Administration or Office Administration or Ontario Ministry of Education equivalencies;
• Must have over three (3) months experience in a customer services environment;

• Must hold and maintain a current valid and lawful Class 'G' Driver's Licence in accordance with the Highway Traffic Act, for the purposes of operating a City of Windsor vehicle and provide a driver's abstract as a condition of employment;

• Given that this job is a new position a Physical Demands analysis will be completed with the incumbent after approximately six months of occupying the position.

• Must have exceptional customer service skills;
• Must have strong problem solving and problem management skills;
• Must be able to effectively prioritize competing and changing issues in a large corporate environment;
• Must be able to effectively manage multiple technical initiatives independently and as a part of a team;
• Previous experience in a helpdesk or customer service environment, dealing with end users, and developing and conducting computer training courses will be considered an asset.

NOTE:

• Only those applicants selected for an interview will be acknowledged
• We offer a smoke-free office environment
• Personal information is collected under the authority of the Municipal Act, c. 25 as amended, and will be used to determine eligibility for employment.
• The Corporation of the City of Windsor is an Equal Opportunity Employer

In accordance with the Accessibility for Ontarians Act, 2005 and the Ontario Human Rights Code, the City of Windsor will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform the City of Windsor Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.