Technology Support Specialist

The City of Markham is proud to be recognized for the 4^th consecutive year as one of Canada's Best Employers by Forbes and Statista Inc. In 2024, the City of Markham is ranked the top city in Ontario and in the top 10 for Government Services. The recipient of multiple environmental awards, we are recognized for our innovative sustainability and urban planning initiatives as well as our fiscal accountability. More than 357,000 residents call Markham home and benefit from our rich heritage, culturally diverse environment, vibrant local economy and focus on quality of life.

Applications are now being received for the above position in the Information Technology Services Department within the Corporate Services Commission. To apply, please submit your resume and cover letter online by May 14, 2024.

Join us and make a lasting difference!

JOB SUMMARY
Reporting to the Technology Support Coordinator, this position is responsible for providing exception client support, ongoing technical support, repair, and maintenance for desktops, printers, and Boardroom Audio Visual systems, including video conferencing.

KEY DUTIES AND RESPONSIBILITIES

• Provide Level 2 technical support for clients, including troubleshooting computing devices, peripherals, printers, and audiovisual systems.
• Offer ongoing technical support, repair, and maintenance for desktops, printers, and Boardroom Audio Visual systems, including video conferencing. Address user issues promptly and efficiently.
• Offer specialized support for Audio Visual Support during committee meetings and ad-hoc gatherings, ensuring seamless streaming and communication.
• Support corporate space planning projects by adding, relocating, and configuring equipment as needed.
• Maintain accurate inventory records of all technology assets, ensuring optimal levels and efficient utilization.
• Conduct imaging, patching, and software updates for computing devices using SCCM (System Center Configuration Manager) to maintain system security and functionality.
• Utilize knowledge of imaging and software deployment processes to streamline operations and ensure consistency across devices.
• Manage computing device patch management to ensure systems are up to date and secure.
• Facilitate equipment adds, moves, and changes as needed to support organizational needs.
• Ensure prompt resolution of open tickets by providing timely updates and closing tickets within established targets.
• Prioritize customer satisfaction by addressing technical issues promptly and delivering effective solutions tailored to user needs.
• Collaborate with internal teams to support organizational goals and objectives and contribute to continuous improvement initiatives.
• Follow up on open tickets with vendors to promptly report broken devices for repairs or replacement, ensuring minimal downtime for users.
• Based on the nature of the job, must be prepared to work beyond normal business hours, be on-call, or standby at short notice to implement solutions or address critical issues.

REQUIRED SKILLS & COMPETENCIES

• College Diploma in Computer Science or related discipline
• Minimum of 3 years technical support experience, including computer hardware repair experience
• Strong understanding of computing devices, peripherals, printers, and audiovisual systems.
• Proficiency in computing device imaging, patching, and software updates using SCCM.
• Excellent troubleshooting and problem-solving skills.
• Ability to provide audiovisual and streaming support for meetings and presentations.
• Customer-focused approach with excellent communication and interpersonal skills.
• Strong organizational skills with the ability to prioritize tasks and meet deadlines.
• Knowledge of ticketing systems and service level agreements (SLAs).
• Ability to effectively communicate with vendors to facilitate timely repairs or replacements of broken devices.

CORE BEHAVIOURS

• Service Excellence: Meets or exceeds service standards when interacting with customers in the community and in the organization.
• Change & Innovation: Responds positively and professionally to change and helps others through change.
• Teamwork & Relationship Building: Interacts with others in an inclusive, collaborative and respectful way that creates effective working relationships.
• Communication: Communicates in a clear, professional and respectful way; demonstrates active listening.
• Accountable & Results Oriented: Demonstrates ethical behaviour and accountability, aligns with City values, and abides by relevant policies and legislation.
• Management & Leadership: Demonstrates self-management, professionalism and engagement; leads by example.

The City of Markham is committed to inclusive, accessible and barrier free employment practices and to creating a workplace that reflects and supports the diversity of the community we serve. Please let us know if you require an accommodation and we will work with you to ensure a barrier free hiring process.