Job Description

The City of New Westminster is looking for an IT solution-focused individual with strong customer service skills to join our dynamic team of professionals. As a Support Analyst in our Service Desk team, you will provide first and second level technical support to City employees in need of IT and telecommunications assistance. You will help answer support calls to the Service Desk, create tickets, package and distribute software, triage requests to tier 3 teams, perform systems maintenance and work on assigned IT projects. While this position has a public library IT support focus and involves work on-site at the library’s Main Branch, you will also be required to work at City Hall and provide support to all City Departments. You will investigate and resolve software, hardware, and routine network and communications problems; perform a variety of systems administration tasks; assist in evaluating the software and hardware installation and configuration; develop and deliver IT training and orientation to users; and establish and maintain excellent relationships with internal contacts.

Required languages: English

Education level: You have a minimum two-year diploma program in computer technology at an institute of technology or community college including courses related to network and communication systems technology, plus at least three years related experience; or an equivalent combination of training and experience.

Required skills:  You have hands-on experience with MECM (formally SCCM) and are able to build, update and distribute software applications to endpoints; manage software update deployments to endpoints; and build, maintain, and deploy operating system images to endpoints.  You have experience supporting virtual meeting platforms such as Microsoft Teams and Zoom and can troubleshoot issues with video conferencing equipment.  You are adept at problem solving and recommending solutions or improvements. You value being able to exceed expectations.  You are highly proficient in supporting end user computing hardware and related peripherals, and can install and configure computer software and hardware with ease.  You have a passion for people and are skilled at building positive working relationships at all levels in an organization.  You are a team player and work well with others.  You believe in providing excellent customer care at all times.  You are a strong communicator that can present technical information to a variety of audiences using a variety of mediums.  You are well versed with technology and can support new systems quickly.  You are a continuous and lifelong learner.  You exercise a high degree of initiative, independent judgement, and action.  You can lift up to 20lbs.  You can work overtime for special projects, as required. The following industry certifications are considered assets:  CompTIA A+  Microsoft Modern Desktop Associate  ITIL Foundation Certification

Closest intersection: Royal Avenue, 6th Street