IT Support Technician

Position Overview:

The City of Fredericton is currently seeking an IT Support Technician to enhance our Help Desk team's capabilities. Are you ready to be a catalyst for change, blending IT expertise with a passion for customer and community service? The City of Fredericton is in search of an individual to join our team, helping us create positive changes within our digital landscape and city operations. This is your opportunity to contribute more than just technical support; it's a chance to be part of a team dedicated to enhancing our community. Join us in making a meaningful impact on the City of Fredericton.

The ideal candidate will exhibit a strong foundation in technical support, paired with an unwavering commitment to delivering superior customer service. In this capacity, you will be the first point of contact for city staff requiring assistance with various technical issues, ranging from software applications to hardware troubleshooting. This role is essential in managing incoming service requests through calls and emails, ensuring timely and effective resolution of issues, and maintaining a record of support activities.

As a key representative of the IT division, your interactions will set the tone for professionalism and service excellence within the organization. This role requires a balance of independent initiative and teamwork, as you will be collaborating with colleagues to address and resolve IT concerns.

The nature of this position demands not only technical acumen but also a positive and proactive approach to problem-solving. The ability to remain composed under pressure, coupled with a dedication to supporting our internal customers through their technical challenges, is paramount.

The role is a position based in Fredericton, NB, requiring on-site presence with standard working hours from Monday to Friday, 8:15 am to 4:30 pm. Remote work arrangements are not available for this position.

Education and Experience:

• A post-secondary education (diploma, certificate, or degree) in Information Technology, Computer Science, or a related field.
• Prior experience in an IT support or help desk role, demonstrating a track record of resolving technical issues.
• Prior experience providing high-quality customer communications, service, and support.

Core Skills and Competencies:

• Familiarity with Microsoft 365 (Teams, SharePoint, Excel, Word, PowerPoint), MS MFA, and Active Directory.
• Proficient in troubleshooting network, hardware, and application issues.
• Exhibit strong teamwork abilities, working collaboratively within the IT division and across all City departments to achieve common goals and deliver superior service.
• Possess outstanding verbal and written communication abilities, capable of asking good questions and conveying technical guidance to users with varying levels of technical understanding.
• Demonstrate strong analytical skills with the capacity to identify, troubleshoot, research, and resolve technical problems efficiently.
• Show adaptability and learning agility with a willingness and ability to learn new technologies and systems quickly, adapting to the evolving needs of the organization.
• Maintain a high degree of professionalism and ethical conduct, ensuring confidentiality and security of IT systems and user data.

Key Responsibilities:

• Customer Support Excellence: Serve as the initial contact for all help desk inquiries via phone and email, demonstrating patience, understanding, and a positive attitude. Ensure a high level of customer satisfaction through prompt and accurate response to queries.
• Work Order Management: Efficiently log and create work orders for help desk technicians and senior systems analysts, ensuring a seamless workflow and timely resolution of IT issues.
• Collaboration and Escalation: Work closely with senior system analysts and IT support technicians to escalate complex issues as needed.
• Onboarding Support: Assist in the onboarding process of new staff members by setting up user accounts and assigning appropriate system permissions. Ensure a smooth transition for new employees into our digital environment.
• Technical Troubleshooting: Utilize basic IT knowledge to troubleshoot and resolve common hardware and software issues, ensuring minimal downtime and maintaining productivity across the organization.
• Evergreening and Deployment: Support the IT coordinator in the deployment, evergreening, and updates for desktops, laptops, iPads, cell phones, and printers, contributing to the achievement of equipment refresh targets.

Interested individuals may apply in writing by 4:30pm on April 26, 2024.

Only those candidates chosen for an interview will be contacted.

Job Types: Full-time, Permanent

Pay: $65,728.09-$82,160.12 per year

Benefits:

• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Life insurance
• Paid time off
• Vision care
• Wellness program

Schedule:

• Monday to Friday

Work Location: In person

Application deadline: 2024-04-26