Regional Recreation Corporation of Wood Buffalo

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IT Help Desk Support

IT Help Desk Support

ID 
2017-2104
# of Openings 
1
Job Location 
CA-AB-Fort McMurray
Posted Date 
2017/10/12

More information about this job

Overview

The IT Help Desk Support Analyst position reports directly to the Information Technology Manager and is responsible for providing support and system integrity of our technologies used by our administration staff and clients within the corporate IT policy and requirements of the Regional Recreation Corporation of Wood Buffalo (RRC).  The IT Help Desk Support incumbent will assist with maintaining training and documentation, maintaining inventory, managing door card swipe security systems, printer and copier support with basic maintenance, troubleshooting and maintenance of hardware and software components, web maintenance and development, and other duties as assigned by the IT Manager.

Responsibilities

  • Acts as Tier 1 – first Help Desk response to support requests from clients, and either resolves them, or routes the request to the appropriate Tier 2 or Tier 3 IT staff for resolution.
  • Maintain & support users on Microsoft network/server environments in a virtual desktop infrastructure environment.
  • Maintain & support other proprietary software & hardware.
  • Gain advanced understanding of all used proprietary software and hardware to:
    • properly support all staff and clients in correctly using and utilizing the potential of our software.
    • assist network and server administrator in installing, maintaining software
    • assist network and server administrator in ensuring data integrity and back-ups
  • Manage swipe card security control systems.
  • Maintain and support printers and copiers in the facility.
  • Assist in managing facility paging system controls.
  • Assist in managing desktop phone and cell phone services.
  • Assist in managing email and collaboration systems.
  • Provide daily & detailed updates on trouble tickets/orders.
  • Provide our staff and clients efficient & courteous service.
  • Ensure compliance with software and network policies and processes; participate in software quality control (SQA) and software process improvement (SPI) activities.
  • Provide documentation to assist with user support.
  • Other duties as assigned by the manager

*Please note this is a temporary role - Term of contract to be determined.

Qualifications

Education:

  • Completion of High school
  • Minimum (3) three years of related technical experience is required.

 

Essential Skills and Experience:

  • Excellent communication skills, ability to clearly speak and write in English, and the ability to simplify technology into terms staff can comprehend regardless of their skill level.
  • Excellent understanding of Microsoft desktop configurations and troubleshooting. Familiarity with general networking and Microsoft Active Directory is required.
  • Proficient in use and understanding of the Microsoft Office 2013 suite
  • Experience in basic configuration and maintenance of Xerox printers and copiers.
  • Ability to liaise with 3rd party companies to acquire software technical support.
  • Excellent understanding of software and quick learning skills to provide efficient troubleshooting and technical support to our staff and clients.
  • Ability to maintain documentation for support issues, support processes, and inventory integrity.
  • Ability to quickly debug and troubleshoot problems.
  • Ability to manage card swipe security systems.
  • Must have strong analytical skills and effective interpersonal and communication skills.

 

Desirable Skills and Experience:

  • Experience with the following software is an asset:
    • Microsoft Office Suite(s)
    • Windows 7, and Windows 10 desktops
    • VMWare VDI
    • Microsoft Exchange Server
    • Fame Asset Management Systems
    • Accpac
    • Spiceworks
    • Lenel OnGuard
    • Microsoft Sharepoint
  • Knowledge of the Digium Switchvox phone system is an asset.
  • Knowledge of POS hardware, software, and configurations is an asset.

 

PHYSICAL REQUIREMENTS &WORKING CONDITIONS:

  • Hours of work will be 40 hours per week normally between 8:00 a.m. – 6:00 p.m. but occasional evening, night, or early morning shifts may be required.
  • Must be willing to be on call some weekends.
  • This position requires sitting at a desk for extended periods of time and to lift and carry items up to 40 lbs in weight.
  • This position may require travel between our various facilities within the Wood Buffalo Region. A valid driver’s license is necessary.


SAFETY

All employees are responsible and accountable for Regional Recreation Corporation’s health and safety policy. All employees at every level should be familiar with the requirements of the Alberta Occupational Health and Safety legislation as it relates to their work processes.

The employee is expected to adhere to all company policies and to act as a role model in the adherence to policies.  These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job.