Systems Analyst

at  Calgary Public Library

JOB SUMMARY

The Information Technology Field Support Analyst is responsible for endpoint computing computer devices, user training and next level support for the day to day activities to the IT Support Technicians.
This position works collaboratively with all areas of IT supporting end user computing.

QUALIFICATIONS

• Post-secondary diploma in computer science, information technology or related discipline.
• IT Industry certifications, at the Library’s discretion, may be considered in as an alternative to a post-secondary diploma.
• Fluency in both verbal and written English communication
• Three years directly related recent full-time experience
• Demonstrated knowledge of applicable computer technologies
• Valid Alberta driver’s license; ability to satisfy insurance requirements.
• Advanced technological literacy skills
• Strong knowledge of PC Software and Hardware, including Microsoft Office products, Windows 10, Active Directory and PC configurations. Excellent customer service, interpersonal and relationship building skills
• Experience providing leadership and support (including coaching and training)
• Superior communication (verbal and written), problem solving and decision-making skills.
• Ability to multitask and prioritize work

• Provides endpoint management for staff and public endpoints which includes laptops, desktops, chrome books, IPADs and other devices.
• Provides guidance to IT Support Technicians in assigned subject matter areas for the delivery of IT support to the organization.
• Provides IT Support to the Executive Leadership team.
• Subject Matter Expert (SME) for:
• Endpoint Management tools which may include but are not limited to:
• Microsoft Management tools
• Microsoft System Center Configuration Manager (SCCM)
• Google Enterprise Admin Tool
• Microsoft Intune
• Self-Checkout Systems
• Automated Materials Handling Systems
• Responsible for working with vendors on new, outstanding or recurring issues.
• Develops and delivers IT training to library staff, which includes creating screen captures, videos and presentations
• Participates in the development and implementation of practices and procedures for providing IT support services.
• Responds to calls in the Support Centre, reviews Support Centre Tickets and makes recommendations for improvements to end user service.
• Participates in the review and implementation of new images as required.
• Participates in the review, selection, and implementation of new hardware, as required.
• Creates and maintains accurate and current logs, inventories, and other documentation
• Keeps up to date of relevant external IT developments through environmental scanning.
• Participates actively in activities which support and enhance the accomplishment of systems goals and objectives, as assigned;
• Demonstrates a professional attitude and ability to work in a team environment with fellow employees, contractors, and customers/staff.
• Demonstrates continuous individual development and growth;
• Other related duties.