Job Summary

Information Technology Support Technician provides service to end users related to the installation, operation, support and the maintenance of desktops, laptops, tablets, Chromebooks, Self-checkout systems, Automated Material Handling systems, Chromebook lockers and Audio Visual Systems.

Responsibilities and Activities

• Provides a high level of customer service, answering questions and resolving IT issues locally and remotely in person, via telephone and digitally. Ensures that any escalations or concerns are addressed professionally.

• Installs, configures and maintains the library desktops and laptops.

• Develops and delivers IT training to library staff, which includes creating: screen captures, videos and presentations.

• Performs routine, preventive and emergency activities on the Automated Materials Handling systems which includes mechanical work like replacing diverters and power supplies.

• Investigates, diagnoses and resolves tickets and end user problems using processes, guidelines and approved procedures.

• Provide support for meeting rooms.

• Responds to telephone inquiries in the Support Centre resolving remote tickets.

• Monitors systems and resolves issues proactively referring complex problems to the appropriate team members.

• Contributes to the review and implementation of new images.

• Contributes to the review, selection, and implementation of new hardware.

• Creates and maintains accurate and current incident tickets, inventories, and other documentation.

• Keeps abreast of relevant external developments through environmental scanning.

• Participates actively in activities which support and enhance the accomplishment of systems goals and objectives, as assigned.

• Demonstrates a professional attitude and ability to work in a team environment with fellow employees, contractors and customers/staff.

• Demonstrates continuous individual development and growth.

• Must be dependable with excellent attention to detail.

• Other related duties as assigned.

Qualifications

• Post-secondary diploma in computer science, information technology or related discipline

• Industry certifications (e.g. Microsoft, Cisco) will be strongly considered

• Excellent customer service skills

• Strong problem solving and troubleshooting skills

• Ability to multitask and prioritize work

• Good verbal and written communication skills

• Two years’ recent full-time experience working in a support environment with a varied user base

• Strong knowledge of PC Software and Hardware, including Microsoft Office products, Windows 10, Active Directory and PC configurations.

• Valid Alberta driver license is required; ability to meet insurance requirements

Additional Information

• Lifting and pushing library materials and equipment
• Lifting up to 22.6 kg required
• Use power tools and non-power tools which includes but is not limited to drills, screw drivers, wrenches and wire cutters.
• Must be willing to climb ladders to access equipment in ceilings and other high places.
• Ability to work a variety of shifts – including days, evenings, and weekends
• Concentrated sensory attention is required to ensure accuracy
• Simultaneous and multiple priorities
• Works at all Calgary Public Library locations; and off-site locations, as required