POSITION OVERVIEW

Surrey Police Service (SPS) has an exciting opportunity for a Technical Support Specialist 2 to join our Information Management and Technology Division, within the Corporate Services Bureau. This position is unionized and is represented by CUPE Local 402.
In this role, the successful candidate will provide tier 1 & 2 clients support – this would include completing incident & service requests, investigating performance issues, and troubleshooting communication problems on end-point devices. As a valued member of the team, the successful candidate will also participate in the development of business rules, procedures, and end-user documentation, enabling us to deliver an outstanding and repeatable customer service experience.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to communicate effectively both orally and in writing.
• Ability to establish and maintain effective working relationships.
• Ability to plan and organize work to meet deadlines and achieve project objectives.
• Ability to apply a work around, improvise, or conduct a root cause analysis.
• Ability to stay current with industry trends and technologies, an aptitude for learning.
• Ability to advise clients in a professional manner and explain technical info. in an understandable way.
• Experience using Microsoft System Center Configuration Manager (SCCM) to perform tasks such as imaging computers, deploying applications, and hardware/software inventory reporting.

APPLICANT QUALIFICATIONS

• Diploma in IT or related field plus three years of related experience or, an acceptable equivalent combination of education and experience.
• All applicants must obtain and maintain the required police security clearance throughout their employment with SPS, which includes a mandatory polygraph examination.

• Installs, configures, documents, and maintains end-user hardware, software, and services.
• Investigates, assesses, mitigates, and resolves routine or complex software, hardware, and communication problems on computers, printers, peripherals, and productivity technologies.
• Isolates and resolves functional and performance issues.
• Assists with designing customer experience focused solutions by defining standards and best practices.
• Creates, updates, and oversees reports for a technical, management stakeholder, or end user audience
• Consults and collaborates with appropriate technical and business resources to resolve problems.
• Interacts with others within IT division, client representatives, customers, vendors, IT partners, and other SPS clients
• Communicates routine information with external organizations including vendors.
• Estimates work effort and duration for planning or budgeting purposes.
• Prioritizes and schedules work to complete assignments and resolve problems on time.
• Acts as a resource for project work.
• Performs other related duties as assigned.