Openings: 2

Type of Posting: Internal & External

Location Name: City of Regina, Regina, Saskatchewan, CA

Date Posted: March 3, 2023

Closing Date: March 14, 2023

Profession: Information Technology

Experience Level(s): Entry-Level

Desired Employment Status: Term

Job ID: 1187

The City of Regina is transforming, and you have an opportunity to influence its journey! If you are a bold thinker and thrive on bravely “unboxing” how we work today and creatively designing tomorrow, we are looking for you!

Our Transformation Office team drives large-scale transformation opportunities and incremental service improvements through four pillars: digital, innovation, big data, and resident experience.

We recognize how fundamental reliable Technology and Client Support is to the City’s successful transformation. The Client Support Analyst position is an innovative member of the Technology Service Centre Team which provides Technology support to the City of Regina. Our Technology Support Team... is entering into a transformational change journey with a focus on people, process and tools, join our team and be a part of our journey!

Our team is diverse, dynamic, and fun. We value our employees and their work-life balance. We cultivate and nurture a collaborative team culture where employees can grow and thrive together. Join us!

DUTIES AND RESPONSIBILITIES:
• Manage deployment and recovery of IT equipment and maintain the asset management database, accordingly, deploy pre-packaged software as needed using automated deployment tools.
• Provide support and troubleshooting for the City’s end user hardware and software environments including installation, relocation, and maintenance and network connectivity.
• Ensure established service level requirements are met, escalate incidents at risk of breaching service level agreement including any major Incidents to the Technology Support Lead.
• Ensure that schedules, orders and timelines are communicated and met for device installation, upgrades and terminations.
• Responsible for all tickets assigned ensuring completion of tickets to the satisfaction of the clients. Maintain Service Desk databases and applications by accurately logging all Incident or Service Request details, troubleshooting steps and final resolution, allocating categorization and prioritization codes.
• Perform preventative maintenance including checking and cleaning of workstations, printers, and peripherals and ensuring software updates are completed.
• Collaborate with other teams and vendors as necessary to investigate and resolve user problems.
• Participate in, support and follow Corporate Customer Service, Service Management and Asset Management frameworks, strategies and policies.
• Demonstrate initiative in sharing technical expertise with other team members and contribute to the effectiveness of the clients through guidance and training as required.
• Build and maintain advanced skill set in troubleshooting infrastructure, software and hardware as it relates to the City's environment.
• Associate Incidents with other records such as Knowledge Articles, Known Errors, etc., developing submitting and testing knowledge articles. Identify opportunities for new knowledgebase articles to expedite resolution of future occurrences, alert supervisor of emerging trends in incidents.
• Adherence to internal Cybersecurity prevention protocols and processes.
• Perform related work as required.

QUALIFICATIONS:

Knowledge, Abilities and Skills:
• Knowledge of Service Desk operating environment, including methodologies and software.
• Knowledge of common computer hardware, operating systems and software packages (e.g. MS Office).
• Working knowledge of a range of diagnostic utilities.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Demonstrated problem solving skills and ability to apply principles of logical thinking to define problems, analyze, evaluate and interpret information and make effective recommendations.
• Professionally represent the Technology & Digital Innovation Department by applying customer service principles, practices and techniques in communicating policies, procedures and processes.
• Communicate clearly and effectively both orally and in writing demonstrating fluent English language skills with the ability to adapt to diverse communication techniques to evaluate situations, identify problems and exercise sound independent judgement within established guidelines.
• Knowledge of cybersecurity prevention techniques and best practices.
• Ability to handle multiple tasks and develop solutions to technical problems while under pressure and meeting client expectations and deadlines.
• Ability to handle difficult and sensitive situations with customers and employees.
• Ability to establish and maintain effective working relationships with civic employees and external service providers.
• Ability to contribute and work independently within a highly motivated team environment.
• Ability to conduct research into a wide range of computing issues is required.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Keen attention to detail.

EDUCATION AND EXPERIENCE:
• Typically, the knowledge, abilities and skills required are obtained through completion of a two-year diploma
• in Computer Engineering Technology or a university degree in Computer Science, or other related discipline
• combined with one (1) to two (2) years relevant experience providing technical end user support.
• Certification in a Service Desk process methodology, such as ITIL Service Desk is considered an asset.

WORKING/OTHER CONDITIONS:
• This position may be required to work irregular shifts and/or be on call 24 hours per day, 7 days a week.
• Must have the ability to lift and carry equipment such as printers, workstations, etc.
• A valid Class 5 driver’s license is required.

✓ Note: Testing may be done to evaluate knowledge, skills and abilities.

✓ Note: As per the City of Regina's Criminal Record Check Policy, the successful candidate is required to provide a satisfactory criminal record check.

✓ Note: Successful candidates will be required to provide proof of acquired education.

Jurisdiction: Civic Middle Management

Division: Transformation Office

Department: Technology

Hourly Salary: $23.78

Annual Salary: $45,346.00

The City of Regina acknowledges that we are on Treaty 4 Territory, and the traditional lands of the Cree, Saulteaux, Dakota, Nakota, Lakota, and the homeland of the Métis Nation.

We want to show our recognition and respect to the Nations and the ancestors of this territory, we are grateful for the privilege to be here, to co-exist. We recognize that much of the harms of the past have shaped our relationship; we are committed to our work of building trust. We hope for good and everlasting relationships to create true partnerships with Indigenous peoples.

Regina is committed to employment equity and accessibility. We encourage applications from members of equity-seeking communities including women, racialized and Indigenous persons, persons with disabilities and persons of all sexual orientations and gender identities/expressions.

Note: The City of Regina strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact Talent at 306-777-7550 or by email at [email protected]
Regina SK

Salary Criteria