Job Support Analyst I in Newmarket

Support Analyst I

Newmarket
Job description
Job Title
Support Analyst I
Status
Temporary Full-Time
Temporary - Approximate length of assignment, in months
18
Type of Position
a Replacement
Start Date
Immediate
Salary
Per hour
Salary Grade
$39.82 - $43.28
Department
York Region -> Finance -> Information Technology Service
Location
Inform. Technology Serv - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)
remote work opportunities may apply - CA
Job Description (E)

POSITION PURPOSE:
Reporting to the Supervisor, IT Service Desk, is responsible for ensuring all Service Desk requests requiring support are resolved in an efficient, professional and timely manner.


MAJOR RESPONSIBILITIES

  • Responds to Help Desk inquiries from Regional staff to provide solutions on all Regional computer equipment and software issues/problems; refers unresolved issues as required.
  • Records all client interactions using ticket tracking software; monitors and alerts Management of urgent issues.
  • Ensures referral, escalation and follow-up procedures are being applied correctly and effectively to meet the goal of providing excellent customer service.
  • Responds to enquiries in a timely manner; provides advice and training to new staff in area of expertise.
  • Participates in meetings, attends seminars, conferences and training as required.
  • Ensures that services provided meets Regional customer service standards.
  • Performs other duties as assigned in accordance with Branch and Department objectives.

QUALIFICATIONS

  • Successful completion of a Post Secondary Certificate or Diploma (1 year or more) in Information Technology or related discipline, or approved equivalent combination of education and experience.
  • Minimum one (1) year demonstrated experience directly supporting clients through a Help Desk process.
  • Valid Ontario Class “G” driver’s license free of any serious offences under the Highway Traffic Act and reliable vehicle for use on corporate business
  • Demonstrated experience with LAN/WAN (Microsoft Windows) environments (software/hardware) including experience with Microsoft Office desktop application and Microsoft Exchange and CITRIX
  • Knowledge of and demonstrated ability in corporate core competencies including customer service, communication, teamwork, initiative/self management and accountability and flexibility/adaptability.

Council Approval Date
Scheduled Weekly Hours
35
Scheduled Shifts
8:30 - 16:30
Operational Hours
Close Date
December 7, 2022
# of Hires Needed
1
Union
CUPE 905 York Region

Please apply online by 4:30PM EST of the closing date indicated above. We thank all candidates for their interest; however, only those selected for an interview will be contacted via email.

All York Region Employees are required to be fully vaccinated with a COVID-19 vaccine series, approved by Health Canada or the World Health Organization, as a condition of hire. Should you be the successful candidate, you will be required to comply with the Region’s mandatory Vaccination Policy that is in effect.

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the Region, we respect, encourage and celebrate our diversity. If contacted for an employment opportunity, please advise if you require Code-protected accommodation.



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Job Support Analyst I in Newmarket

York Region

Newmarket