IT Support Technician

at  County of Simcoe

Requisition Title
IT Support Technician
Close Date
15 September 2024
Contract Type
Permanent - Full Time
Location
Midhurst, ON L9X 1N6 CA (Primary)
Job Description

POSITION SUMMARY

The IT Support Technician provides first level technical support and customer service to end-users on software and hardware related problems. Participate in software and hardware deployments. Assist with various projects as required.

EDUCATION, TECHNICAL SKILLS AND CERTIFICATION

• A two (2) year College diploma in Information Technology or a related discipline; or an acceptable combination of education and recent direct experience.
• Knowledge of common office applications such as Microsoft Office, Internet Explorer, Adobe Suite and ability to provide support to end users.
• Knowledge of computer operating systems, particularly Windows desktop and server technology.
• Problem solving and critical thinking skills to diagnose problems and determine steps necessary to achieve an effective solution.
• Ability to communicate effectively to userswith varying levels of computer understanding.
• Strong customer service skills and the ability to determine and prioritize requests.
• Ability to work effectively with constant interruptions; ability to work simultaneously on several projects independently.
• Technical writing skills required to document systems procedures.

EXPERIENCE

• Six months experience in the information technology field providing end-user technical support.

1. Provide first level support to end users on a variety of software applications.
2. Respond to end user inquiries through phone calls, e-mail and help desk ticket system, and communicate incident status and resolution in a timely fashion.
3. Track, monitor, and resolve incidents within service levels agreements.
4. Prepare and deploy computer workstations to County locations including the configuration of software to specifications and appropriate access rights.
5. Troubleshoot workstation hardware failures and repair or co-ordinate warranty repairs with appropriate vendor.
6. Install and configure printers and other peripheral equipment.
7. Investigate network connectivity issues and escalate as necessary.
8. Prepare and maintain IT Procedures and documentation in accordance with standards.
9. Update hardware and software inventories and databases as required.
10. Liaise with third party application providers regarding problem resolution, system administration, and software upgrades.
11. Provide advice and training to end users regarding the proper configuration and use of hardware and software.
12. Support County Library Cooperative IT needs, including computer, printer, tablet, network and servers.
13. Comply with provincial and County occupational health and safety legislation, regulations, policies and procedures.
14. Maintain confidentiality in accordance with the Municipal Freedom of Information and Protection of Privacy Act.