Support Analyst 1 (IT)

ABOUT US

Almost 1.2 million residents call York Region home making it one of the largest regions in Canada and the fastest growing with a population thats expected to grow to more than 2 million by 2041. Our geography which is comprised of about 1800 square kilometers over nine different municipalities is as beautiful interesting and diverse as our government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Consistently named one of Canadas Best Employers by Forbes we offer a collaborative progressive workplace that takes pride in our organizational culture and is committed to living The 13 Factors of Psychological Health and Safety in the Workplace aligned with our vision to create strong caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account access to a 24/7 Employee and Family Assistance Programand corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
• Inclusive and Diverse Workforce - Were committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential participate freely in society and live with respect dignity and freedom from discrimination. Our robust Inclusion Diversity Equity and Accessibility program continues to grow and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

Reporting to the Supervisor IT Service Desk is responsible for ensuring all help desk requests requiring support are resolved in an efficient professional and timely manner.

WHAT YOULL BE DOING

Responds to Help Desk inquiries from Regional staff to provide solutions on all Regional computer equipment and software issues/problems; refers unresolved issues as required.
Records all client interactions using ticket tracking software; monitors and alerts Management of urgent issues.
Ensures referral escalation and follow-up procedures are being applied correctly and effectively to meet the goal of providing excellent customer service.
Provides assistance at clients workstation when requested by the Supervisor IT Service Desk.
Follows written established support scripts and standard operating procedures; gives feedback on improvements to this documentation on an ongoing basis.
Responds to enquiries in a timely manner; provides advice and training to new staff in area of expertise.
Participates in meetings attends seminars conferences and training as required.
Ensures that services provided meets Regional customer service standards.
Responds daily to e-mail and service desk enquiries liaises with all Regional staff to resolve computer/technology issues.
Performs other duties as assigned in accordance with Branch and Department objectives.

WHAT WERE LOOKING FOR

Successful completion of a Post Secondary Certificate or Diploma (1 year or more) in Information Technology or related discipline or approved equivalent combination of education and experience.
Minimum one (1) year demonstrated experience directly supporting clients through a Help Desk process.
Valid Ontario Class G drivers license free of any serious offences under the Highway Traffic Act and reliable vehicle for use on corporate business
Demonstrated experience with LAN/WAN (Microsoft Windows) environments (software/hardware) including experience with Microsoft Office desktop application and Microsoft Exchange and CITRIX
Knowledge of and demonstrated ability in corporate core competencies including customer service communication teamwork initiative/self management and accountability and flexibility/adaptability.
Knowledge in the operation of Help Desk software.
Demonstrated skills in providing customer service support to all functional areas.
Ability to work with PC based hardware printers Microsoft Windows operating system and MS Office applications (including MS exchange) to resolve client issues.
Ability to work outside regular business hours as required.