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Technical Support Specialist II
JOB OPPORTUNITIES - NON-UNION
IS Service Desk Support Specialist - One (1) Full Time (Reposted)
DEPARTMENT/CAMPUS: Information Systems
POSTING NUMBER: 121812
HOURS: Monday through Wednesday 11:00-19:00. Weekends 08:00-16:00
(Subject to change in accordance with operational requirements)
This is a customer service focused position that requires an individual to work independently as well as part of a team. The primary accountability for this role is to answer, log and resolve requests placed to the IS Service Desk in an efficient and courteous manner.
Working within a multi-site organization; this role is part of a team providing service to the organization on a 24x7x365 schedule which includes days, evenings, nights, weekends and statutory holidays
Working collaboratively with staff and clients your job duties and responsibilities will include but are not limited to:
" Participate in 24x7x365 shift rotations which includes days, evenings, nights, weekends and statutory holidays;
" Acting as the first point of contact for all computer, application and telecom related requests for IS service and support;
" Recording, categorizing and logging requests for service using a central ticket management solution;
" Leveraging available tools (SCCM, RDP, knowledge base and other sources of documentation) to resolve incidents and requests in an efficient and effective manner;
" Transferring and escalating incidents, requests and problems to 2nd/3rd level support resources and following up with ticket owners to ensure resolution in a timely manner;
" Provisioning, changing and de-provisioning user accounts in accordance with corporate policies and procedures;
" Actively looking for opportunities to improve levels of service recognizing the needs and expectations of our customers;
" Acting as a Subject Matter Expert for specific technologies, services and processes;
" Providing knowledge transfer and mentoring other team members when required;
" Other duties as assigned.
" University Degree or College Diploma in a computer related field or equivalent work experience;
" ITIL Foundations certification preferred;
" Microsoft certifications an asset;
" 3+ years experience in providing customer support with a high level of professionalism;
" Direct hospital or healthcare experience an asset;
" Strong client computing experience e.g. desktops, laptops, printers, mobile devices (Blackberry/iPhone etc.), multifunction devices, desktop phones, voicemail;
" Solid skills in supporting common end user applications including Microsoft Word/Excel/Outlook/PowerPoint, Internet Explorer, Adobe Reader etc;
" Strong troubleshooting skills with focus on root cause analysis;
" Experience with tools and technologies such as Microsoft SMS, remote support utilities, BES, Active Directory, Microsoft Exchange;
" Experience with common ticket management solutions such as HEAT/ITSM/Remedy etc
" Strong verbal and written communication; must be able to communicate with individuals with all levels of technical and non-technical skills;
" Must be willing to spend time necessary to achieve and maintain high level of technical proficiency;
" Good triaging and multitasking skills;
" Must work well under pressure and be able to respond quickly to shifting priorities;
" Works well independently and as part of a team.
Posted Tuesday, December 18, 2012
**In order to be considered, please ensure that you attach your current resume **