IT Service Desk Technical Analyst 

Position Summary

The IT Service Desk Technical Analyst will provide first and second line technical support to internal Library and City staff.  The IT Service Desk Technical Analyst will install and configure personal computers, printers and peripheral equipment, mobile devices, assist with network connectivity troubleshooting and resolution, provide support to clients through the IT Service Desk function and resolve issues ensuring system/data integrity is maintained. The IT Service Desk Technical Analyst will ensure that all aspects of supporting end users is addressed as required and that telephone coverage is provided to ensure live answer during operating hours. The IT Service Desk is the single point of contact for the organization when interacting with the IT Division (Incident Management Process) and as such, the IT Service Desk Technical Analyst will be responsible for incidents/problems related to the hardware, software, and network environment.

Key Duties and Responsibilities

• Providing first and second level computer/mobile hardware, all software, and network connectivity support throughout the incident and change management lifecycle
• Document and prioritize service desk tickets, emails, calls and respond in a timely manner as per Service Level Agreements (SLAs)
• Contributing to knowledge management process by creating user and project documentation, and entering detailed information of all service desk tickets, in accordance with IT standards
• Quickly resolving technical disruptions in service and provide effective responses to user inquiries
• Liaising with staff at various levels of both the IT Division and all other departments
• Ensuring clients are notified and updated at all times as to status of technical problems that may be apparent and inadvertently affecting the user community
• Procuring hardware and software assets, escalating issues to vendor in case of support or repair concerns, entering information into the configuration management  database, and processing invoices as required or directed
• Travel to all City facilities is required and must be able to transport yourself (mileage compensated)
• On-call/standby evenings and weekends are required.
• Must be available to work evenings, flex shifts, extended hours and statutory holidays as required
  Update and manage equipment inventory
• Provide mobile data services by supporting end users with the set-up of email, calendar, and contacts for different phone platforms (iPhones, Androids)

Education and Experience

• College Diploma in Information Technology or Business Administration
• The following certifications would be considered an asset:  MCTS, MCSA, MCP, MOS, A+, Network +, ITIL Essentials, Help Desk Institute -HDA (Help Desk Analyst) Certification
• 2-3 years hands on experience in a helpdesk and/or technical support role
• Experience working in a public library setting is an asset

Required Skills/Knowledge

•  Advanced knowledge of Information Technologies, with specific experience related to Service Desk Practice and Principles
• Familiarity with Mac Platform is desirable
• A strong customer service focus
• Communicate effectively in both oral and written form
• Advanced skills in Microsoft Operating Systems and Microsoft Office
• Advanced skills with tablets, smart phones and mobile device management
• Proven skills in a Microsoft networked environment including and not limited to: Account Management, Print Management, Systems Management
• Proven experience with capturing and deploying operating systems images in a networked environment
• Strong understanding of desktop management technologies; such as Antivirus and malware remediation software, software and application deployment, systems management
• Understanding and experience with IT operational processes, service management, and related industry best practices and standards (e.g. ITIL)
• Well-developed problem solving, analytical, and conceptual skills
• Provide technical support for makerspace equipment: 3D printers, laser-cutter, and iMac creative stations 

Leadership Competencies