IT Support Analyst

IT SUPPORT ANALYST

A rewarding, exciting and challenging experience awaits!

We are looking for an enthusiastic and dedicated individual that is people-orientated with familiarity with Information Systems!

Reporting to the Manager of Information Technology, the IT Support Analyst provides technical support and performs proactive IT duties to support the Town’s overall operations. This includes, but is not limited to customer service, helpdesk & deskside support. Additionally, they will monitor and maintain technology and licensing, support 24/7 access, create and maintain documentation, train staff, assist in the development and support of workflow automation, and help to support system’s connectivity and reliability through all of the Town’s facilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Maintain good communication and provide proactive customer service, training, technical support, and request fulfillment in a helpdesk, deskside, and remote work capacity to Council, all staff, and stakeholders.
• Proactive support and documentation of IT assets and contracts, including asset lifecycles and replacements and maintain stock of required peripherals according to the budget.
• Support, install, maintain, document, and respond to requests and incidents regarding computer hardware, desktops, laptops, internet, software, local servers, printing, scanning, mailing, E-mail, productivity tools, MS Teams, phone systems, AV, remote access, mobile devices, peripherals, azure cloud servers, and virtual desktop.
• Ensure AV (Audio Visual) equipment in Council Chambers, and all meeting rooms are in good working order.
• Support and run conference calls, and meeting room resources during Council meetings or other special meetings as scheduled or required.
• Support corporate and BYOD mobile phones and maintain the MDM system.
• Assist and support in the rolling out of new software, workflow automation tools, and processes.
• Work with the business, coordinate, and develop workflow automation through tools such as Docushare. Training can be provided.
• Ensure adherence to all applicable Town of Slave Lake policies and bylaws.
• Assist the Manager of Information Technology with the continuous improvement of security, technology, and information related policies.
• Responsible, with elevated access and visibility, to use confidential information appropriately and maintain the confidentiality and security of all information related to the Town.
• Contribute to continuous improvement and innovation of the Town systems and processes.
• Perform tasks consistent with the position, including special projects / assignments, as may be required on an ad hoc basis, and as assigned by the Manager of Information Technology.

QUALIFICATIONS / EDUCATION / EXPERIENCE :

• Completion of a post-secondary education in Information systems and/or 5+ years of experience in tier 2 general IT support and operations, ideally with the municipality.
• A+, MCSE, and/or MCDST certified, and/or Azure fundamentals and/or equivalent proven experience working in a diverse technology environment supporting hardware, software and Azure in a tier 1 and 2 capacity.
• ITIL Foundations Certified and/or proven equivalent IT operations knowledge/experience.
• Proficient technical skills in the facets of deskside, server and Azure support and strong understanding of MS Office (M365) and MS Teams and general productivity tools.
• Experience with servers, mobile device management, Azure, Microsoft Virtual Desktop.
• Proficient in supporting mainly Android and some Apple mobile devices.
• Audio visual experience is considered an asset.
• Familiarity with supporting corporate networks is considered an asset.
• SQL and reporting knowledge are considered an asset.
• Microsoft Dynamics GP experience is considered an asset.
• Experience gathering requirements and helping to create or select business solutions is considered an asset.
• Knowledge of document management and workflow automation tools such as Docushare, SharePoint, Power Automate, MS Flow, is considered a significant asset.
• Full stack programming (JS, HTML, SQL, CSS, PYTHON, PHP, or C#) experience is considered an asset.
• Applicants with lesser qualifications may be considered, based on experience.

SKILLS REQUIRED :

• Strong understanding of server maintenance and operations.
• Experience with virtual servers.
• The ability to organize their own work to produce cost effective, and quality results.
• Use of sound judgment when dealing with the public.
• Proven problem solving and innovation especially as related to computer information systems.
• Proven ability to plan effectively and to see the "big picture" where the sequence of steps is not readily apparent or straight forward.
• Good communication skills when explaining technical issues to non-technical people.

Note : The above is not intended to be an exhaustive list of all the responsibilities and activities require