Help Desk Technician

at  TownSuite Municipal Software

We are currently seeking a Help Desk Technician to help assist our growing company. This role will focus on the help desk support of our core Municipal ERP (mERP) software and value added modules. These modules would be desktop, web and mobile based. All help desk technicians need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. You will work closely with our team and clients to ensure any client resolution is resolved in a timely manner.

SKILLS:

• Knowledge of any of the following areas would be considered an asset: Local Government Administration, Accounting, Asset Management, Recreation, Human Resources, Municipal. Government Finance, Inspections, Land management, Recreation, Facility and Event management.
• Technical background is a plus especially a base understanding of operating systems and installing/updating software both for our clients as well as internally.
• Customer service experience is a plus.
• Problem solving skills and mindset is a plus.
• Ability to work both independently and as a team to try and problem solve/test situations.
• Good verbal and written communication skills is desirable.
• Good working knowledge of any of the following software is considered a plus including: Microsoft SQL Server + SQL Server Integration Services, GitHub, Google Workspace(Google Docs, Sheets, Calendar), Ubiquiti Unifi hardware/software, pfSense, Redis, HAProxy, Kubernetes, Windows 11/Server 2022, Active Directory, Azure AD, Microsoft SSIS Portainer, Linux, Redis, Yugabyte, VMware vSphere/vCD, ESXi, iOS, Android and TownSuite® Municipal mERP Software.
• Willingness to learn and the ability to adapt in an ever-changing, fast-paced work environment.

• Taking initial telephone or email inquiries and troubleshooting and resolving cases in a timely manner.
• Logging all case activity.
• Recognizing and escalating more difficult problems to Tier 2/3 support.
• Analyzing and identifying trends in issue reporting and devising preventive solutions.