Service Desk Agent

City of Edmonton • Edmonton • 6d ago

Ready to make a direct technical impact? Join us as a Service Desk Agent and become the hands-on expert in delivering and maintaining our critical IT applications and infrastructure. Your primary focus will be on operational excellence—proactive monitoring, crucial troubleshooting, and mastering a specific technology domain. You'll operate independently within tech stacks under moderate supervision, contributing to systems analysis and solution delivery pieces as you go. If you are eager to master a technology stack and build a solid foundation in enterprise IT operations, apply now! What will you do? Provides direct, one on one customer support to identify and resolve computer user problems. Investigates specific hardware, software, network, server, peripheral, and associated problems; takes corrective actions to resolve such issues in order to restore service to customers as quickly as possible Manages and prioritizes call and ticket queues and responds in a timely manner to requests. Maintains contact with the customer to ensure issues tracked in the tracking system Provides consultation, advice, and guidance to clients regarding the effective use and availability of standard hardware and software products, including operating systems, software applications, printers and other peripherals, and other related end user tools Installs, tests, modifies and maintains a full range of hardware, software application products, peripherals and other associated products related to servers, networked workstations, standalone computer, and more Updates records of maintenance or changes to assets in order to maintain accurate inventory lists Proactive - Monitors trends and the recurrence of computer user problems Troubleshoots and investigates the cause of system/application problem(s) and refer the issue(s) to the correct support group. Notifies the correct support group when performance standards and service levels are not being met Monitors support tickets routed to our area and performs ticket triage, responding to equipment malfunctions, unusual or other situations that impact system’s performance, perform diagnostics and other problem-solving activities and implements remedial procedures as required After testing and reaching a resolution employees will develop documented procedures to follow Analyzes, develops and maintains technology systems, including operational performance requirements, standards and documentation. Assists with executing planned enhancements, maintenance and support of departmental applications and other technology services

1-year relevant experience with a related Degree OR Post secondary diploma in a related discipline and 2 years relevant experience OR 1 year related certificate and 4 years relevant experience Technical experience in a computing environment similar to the City of Edmonton's: Complex and highly diverse data, application and technology environments Hybrid environment of cloud and on-premise data, application, and technologies Skills required for success: Microsoft OS 10/11 Mac OS Android and IOS VMware WS1/Horizon Proficient with the use of Google G Suite productivity tools, including Google Admin Console PDQ Deploy SCCM DRA Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences Facilitates collaboration between stakeholders who share common objectives Selects appropriately from applicable standards, methods, tools and applications Fully understands the importance of security to own work and the operation of the organisation Seeks specialist security knowledge or advice when required to support own work or work of immediate colleagues Technical administration skills. Has working knowledge of supporting, maintaining, and recovering Digital Identity User Administration / Identity Access Management tools. Knowledge of scripting & automation tools. Knowledge of ITIL processes Technical support skills. Able to provide support for City of Edmonton client devices. Basic understanding and capability of applying patches, updates and upgrades and impacts on systems integrated with Identity and Access Management systems. Proficient with the use of Google G Suite productivity tools; Ability to use Remedy for incident management, work order creation and resolution; Ability to participate in a 24/7 on-call support Intermediate Technical Architecture skills. Has understanding of the integration and usability of the Identity and Access Management tools with the City of Edmonton client devices. Understands the integration of EIAM with Directory Services and Google Services Intermediate Solutions Architecture skills. Has understanding of Employee Services processes such as onboarding, rehires, offboarding, changes in user access to City resources Understands Peoplesoft and SAP’s role in these processes Document Management skills. Able to provide recommendations on improvements to digital identity directives, standards, and specifications. Create and Maintain procedural documentation Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm) Embracing a culture of equity, diversity, reconciliation and inclusion Work Environment: The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance. The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact employment@edmonton.ca. Learn more about our benefits https://bit.ly/COEbenefits. Up to 1 temporary full-time position for up to 18 months in accordance with Article 18.02 of the Collective Agreement Hours of Work: 40 hours per week Salary Range: $44.816 - $56.472 (Hourly); $93,575.81 - $117,913.54 (Annually) Talent Acquisition Consultant: RD/SB Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.