IT Support Technician - Wheatland County
IT Support Technician
The IT Support Technician provides technical support and performs proactive IT duties to support the County’s overall operations. This includes, but is not limited to customer service, helpdesk & deskside support, working with external vendors, monitoring and maintaining technology, supporting 24/7 access, creating and maintaining documentation, assisting in the development and support of workflow automation tools, evaluating security, and helping to support systems reliability through all of the County’s facilities.
- Provide customer service, training, technical support, and request fulfillment in a helpdesk, deskside, and remote work capacity to Council, all staff and stakeholders with regards to computer hardware, network, internet, software issues, and requests.
- Determine and document problems and create/maintain a knowledge base.
- Maintain updates of windows and applications and support VPN accounts and assist VPN users.
- Install and maintain desktop hardware and software, printers, mobile devices, peripherals, and ensure that IT and AV (Audio Visual) equipment in Council Chambers and all meeting rooms are in good working order, as well as maintain proactive IT asset management.
- Perform onboarding, offboarding, user account administration including active directory, E-mail, cloud service, and applications.
- Support and run AV, conference calls, and meeting room resources during Council meetings or other meetings as scheduled or required.
- Support and assist Records Management in maintaining user’s file permissions and operate as a backup to the ECM and Records Specialist.
- Develop tips, tricks, and guides for staff on applications, processes, or tools.
- Assist and support in the rolling out of new software, workflow automation tools, and processes.
- Assist in facilities access administration.
- Ensure adherence to all applicable Wheatland County policies and bylaws.
- Responsible for using confidential information appropriately and maintaining the confidentiality and security of all information related to the County.
- Perform tasks, consistent with the position, including special projects / assignments, as may be required on an ad hoc basis, and as assigned by the Manager of IT Services.
Occupational Health and Safety (OH&S):
- Ensure compliance with OH&S including attendance at safety meetings, being properly trained in OH&S related topics (e.g. Emergency Management training and exercises), and ensuring work is completed in a safe manner.
- Completion of a post-secondary education in Information Systems or 3 – 5 years of experience in IT support and operations, ideally with a rural municipality.
- A+, MCSE, and/or MCDST Certified and/or equivalent proven experience working in a diverse technology environment supporting hardware and software in a tier 1 and 2 capacity.
- ITIL Foundations Certified and/or proven equivalent IT operations knowledge/experience.
- Excellent communication and customer service skills, including written, verbal / interpersonal.
- Effective problem solving and decision-making skills.
- Effective organizational and time management skills; comfortable managing a variety of priorities concurrently in a fast-paced environment.
- Valid Class 5 Alberta drivers’ license.
Expected Skills and Attributes:
- Proficient computer skills and strong understanding of MS Office (M365) and general productivity tools.
- Proficient with supporting desktop hardware, Windows 10, meeting rooms, and applications.
- Proficient in supporting Android and/or Apple mobile devices.
- Audio visual experience considered an asset
- Familiarity with supporting corporate networks considered an asset.
- Familiarity with Microsoft Hyper-V, VMware, Mobile Device Management (InTune), Azure, Microsoft Virtual Desktop, and/or SQL/SQL. Server considered an asset.
- Knowledge of document management and workflow automation tools such as Laserfiche, SharePoint, MS Flow, or Livelink considered an asset
- Knowledge of Microsoft Dynamics GP considered an asset.
- Web development or design experience considered an asset.
- This position works a 5-day work week, Monday to Friday, with one day off in a 3-week cycle; hours of work: standard 37.5 hour work week.
- On-call and working outside normal office hours may be required.
- Working at all municipal buildings including repair shops, server rooms, and other external sites will be required. Suitable personal protective equipment will be required depending on environment.