PURPOSE OF JOB
Reporting to the Manager, Information Technology, the Client Support Technician is responsible for providing technical support to the users of the Early Childhood Commission's information technology systems. The incumbent receives and responds to requests for assistance from staff who are experiencing technical difficulties with computers or related devices such as printers or routers. The incumbent responds to telephone calls, emails and personnel requests for technical support; identifies, researches, and resolves or escalates technical problems; and documents, tracks and monitors the problems to ensure timely resolution.
KEY RESPONSIBILITY AREAS
- Receives telephone and email support requests and logs them on the Help desk call logging system.
- Addresses and resolves problems and requests for support; refers unresolved matters to an appropriate member of the information technology staff or to the Manager of Information Technology if necessary.
- Prepares periodic reports on user problems.
- Prepares a weekly/monthly analysis and summary of calls received.
- Conducts user training and demonstrations on off-the-shelf products as well as custom-built systems.
- Provides technical and user support for the 7 regions under the Ministry of Education, using remote assistance software.
- Provides basic support for office productivity applications such as Microsoft Windows, Word, Google Workspace and other software as assigned.
- Assists with daily system backup and safe storage of files as directed.
- Provides basic administration of computer accounts and passwords.
- Develops and tests computer programs and databases as required.
- Maintains and administrates the help desk ticketing system.
- Assists in developing standards, document network configurations and ensures adherence to these standards.
MINIMUM REQUIRED QUALIFICATION AND EXPERIENCE
- Associate Degree or Diploma in Computer Science/Information Technology or related discipline
- Two to Three (2-3) years' experience working in a technical support IT position
- Training in Customer Service would be an asset
We thank all applicants; however, only persons who are shortlisted will be contacted.
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