Client Services Technician

at  City of Greater Sudbury

JOB DESCRIPTION

Section: Client Services
Division: Information Technology
Department: Corporate Services
Initial Reporting Location: 199 Larch Street
Job Status: Limited position
Estimated Probable Duration: Seven (7) months (may be extended)
Affiliation: Inside Unit
Hours of Work: 70 hours bi-weekly
Shift Work Required: No
Range of Pay: IWIT Group 1 $36.83 to $45.23 per hour

QUALIFICATIONS:

• Community College Diploma in Microcomputers and Systems or Information Systems with courses in office automation software or equivalent.
• Over one (1) up to and including two and half (2½) years of related experience dealing with end user computing support in a networked environment and as a microcomputer technician working in both mixed and AD environments.
• Experience with assisting users of office automation software in a networked environment an asset.
• Demonstrate knowledge of PC hardware components and peripherals.
• Comprehensive skills and understanding of Windows, Microsoft 365, Microsoft Office Suite and Office 365, Microsoft Outlook, SCCM and other office automation corporate software standards.
• Local area networks and LAN Administration/troubleshooting. Knowledge of printers, copiers and peripherals.
• Satisfactory keyboarding ability.
• Effective communications skills.
• Satisfactory health, attendance and former employment history.
• Must be physically capable of operating a vehicle safely, possess a valid driver’s licence, have an acceptable driving record, and personal insurance coverage.

• Provide first level end-user support across the full range of technologies and applications.
• Identify and log support issue being encountered. Analyse the support issue to determine the cause. Determine appropriate solution and resolve the problem. Direct unsolved issues to the appropriate area of specialization. Ensure end user satisfaction by monitoring each support call received through to completion.
• Provide guidance and recommendations in the appropriate use of hardware and software while promoting overall client self-reliance.
• Liaise with appropriate outside organizations regarding hardware or software support issues. Maintain and organize a list of solutions that can be referenced by all support technicians.
• Install, maintain and upgrade computer hardware and software. Assemble, connect and configure all peripherals, printers/copiers, telecom and associated network devices.
• Maintain user accounts, as required.
• Instruct or assist in the instruction of courses offered by the Information Technology.
• Type and file documents, forms and correspondence.
• Assist with maintenance of all hardware, software and loaned equipment including inventories and records.
• Develop and maintain a thorough working knowledge of CGS’s Safety Manual and the applicable Provincial Legislation listed therein.
• Perform other related duties as required