Microcomputer Support Specialist 3

Competition No.:
2022-139

Duration:
Regular Full Time

Salary:
$6,471 – 6,742 – 7,037 – 7,335 – 7,640/month (2023 Rates)

Schedule:
70 hours bi-weekly; Monday to Friday from 8:00 AM - 4:45 PM (Nine-Day Fortnight)

Special Notes:
Subject to Note ‘T’ of Schedule ‘B’ of the CUPE 23 Inside Division Collective Agreement

Miscellaneous:

Last Updated:
5/10/23 3:03 PM

Description
The goal of the City of Burnaby and its employees is to consistently deliver first class service and services to our community.  With this in mind, we hire people who share the same passion, those with the drive and determination to grow with and contribute to our already exceptional team.  People like you!

This is technical and operational work utilizing the ITIL framework of best practices in a Windows and macOS environment for the provisioning of user support, desktop maintenance and problem resolution services. An incumbent configures the installation of enterprise software, hardware and network and other devices.  The tasks of this role relate to the administration and operation of Microsoft Endpoint Manager, Microsoft Office 365, an IT Service Management system, Operation System Deployment (Lite Touch), Microsoft Deployment Toolkit, BIOS management, User State Migration Tool, software packaging via Microsoft Powershell for silent installation, scheduling and deployment of security updates (Microsoft & third party), reporting and client health checks.  The Microcomputer Support Specialist 3 sets up accounts, configures systems, provides proactive support for devices such as patch management and systems maintenance, desktop optimization, monitoring, investigates complex, major hardware and software problems, develops and tests possible solutions, installs upgrades and replaces components as required; performs back-up, and recovery operations; establishes and implements communications standards and procedures; writes utility and command procedures and other user aids as required; tests software applications, special programs, and new equipment. Plans, assigns, supervises, checks the work of and provides guidance and training to a small group of subordinates engaged in technical work in the provision of computer user support and problem resolution services.  Creates and maintains processes and documents pertaining to the managed workstation environment, develops and implements quality control methods to ensure that all system applications and products meet organization standards and business requirements/use cases. Maintains computer hardware and software inventory and licencing and oversees related maintenance contracts. Keeps abreast of developments in corporate standards, application software, utilities and support tools; keeps projects and tickets up-to-date in IT Service Management system. Performs related work as required.

Qualifications include graduation from an Institute of Technology with a diploma in computer information systems including or supplemented by courses in communication networks plus sound related experience or an equivalent combination of training and experience. Considerable knowledge of IT components such as hardware, software applications and patches, area networks, communications equipment, server and workstation operating systems including Windows and macOS.  Experience in the operation and administration of Microsoft Endpoint Manager, Microsoft Office 365, ITSM (ServiceNow, BMC, TopDesk, etc).  Considerable knowledge of applicable problem definition and solution techniques, and of corporate standard applications and operating systems. Ability to investigate and resolve complex software, hardware and network problems and to liaise with vendor representatives, to lift and set up computer and peripheral equipment.  Knowledge or hands-on experience with Powershell for task automation, hardware certification and application compatibility.  Experience using Active Directory, Azure, Group Policy, TCP/IP Networking, Infoblox, VM Ware, Checkpoint, Splunk; ability to establish and maintain effective working relationships with a variety of internal and external contacts and to provide advice, information and assistance to same; to work independently and to establish work priorities to meet deadlines.  Preferred certifications: Foundations certificate in ITIL v4, MCSE (MS Certified Systems Expert), Network Plus, CCNA or equivalent experience on Cisco environment, M365 Certified Enterprise Administrator Expert. A valid Driver's License for the Province of British Columbia is required. 

Please apply online at www.burnaby.ca/careers. This posting will remain open until filled

Copies of relevant professional certificates, degrees, or tickets will be required at the time of the interview. 

Please contact People and Culture at 604-294-7303 if you do not receive a confirmation email within one hour of submitting your application online. 

We thank all applicants for their interest; however, only those considered for an interview will be contacted

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