Job Description
Job Summary
Working for the City means you are part of something big, something special!! You will be part for a team of engaging, enthusiastic and dedicated people that are committed to collaborating with one another to deliver on our commitment to the residents, visitors and businesses of Mississauga.
Duties and Responsibilities
Responsibilities towards TECH HUB/Departmental Support:
Under the direction of the Supervisor, IT Departmental Support in the Information Technology division, the successful candidate will perform the following functions
• Provide front line Help Desk support at the Tech Hub counter
• Resolve support calls from clients and update data into Help Desk database
• Triage assigned support calls and client inquiries at the 2nd level and dispatch calls to other support teams as necessary
• Imaging and Deployment of PC to support PC Replacement
• Participate in PC Life Cycle and IT Asset Management processes
• Perform other duties as required
Responsibilities towards Service Desk:
Under the general direction of the Supervisor, Information Technology Service Desk, the successful candidate will
• Provide front line Help Desk Call Centre telephone support
• Process voicemail and email requests for support
• Log support calls from clients and enter appropriate data into Help Desk database
• Keep employees and management updated with respect to the current status of the corporate network and enterprise applications and systems through web postings and e-mail notifications
• Provide general assistance to Information Technology staff including following up on requests for information/action
• Perform other duties as required
Skills and Qualifications
• Must be enrolled in a post-secondary Information Technology program
• Must be familiar with a wide variety of software including: Microsoft Windows 10, Microsoft Windows 7,Apple OS X, Microsoft Offi ce (Word, Excel, Power Point) and enterprise email systems such as MicrosoftOutlook
• Hardware knowledge should include personal computers and peripherals such as network printers,scanners, digital cameras, mobile devices such as iPhones
• Hands on experience with Microsoft Active Directory, networking, client/server and web-based architecturesand PC maintenance/repair is an asset
• Mobile Device Management experience is an asset
• Should have exceptional customer service skills with a commitment to service excellence, quality and clientcommunication
• Must have the ability to attend various City sites Occasional bending and lifting of equipment of up to 40 lbs is required
• The Hardware Support Services team (3 out of the 5 hires) will be required to have access to a vehicle to travel to various City sites