Field Support Analyst

Halifax City, NS | Halifax, NS
External Job Description
Halifax Regional Municipality is inviting applications for the permanent position of Field Support Analyst in Finance and Asset Management. We encourage applications from qualified African Nova Scotians, racially visible persons, women in non-traditional positions, persons with disabilities and Aboriginal persons. HRM encourages applicants to self-identify.
Reporting to the Manager Computing and Telecommunications, this position is responsible for the resolution, tracking and follow up of incidents and service requests received via HRM's ticketing system. The position will provide desktop/ laptop/ tablet, mobile computing, cabling and telephony support, repair and installation to end users and will be responsible for the resolution or escalation to appropriate resources.
  • Provide first class customer service to HRM employees;
  • Receive incidents and service requests from the HRM ICT Service Desk/ HRM Ticketing System and take appropriate action;
  • Analyze reported problems efficiently and troubleshoot issues to provide solutions
  • Classify and categorize incidents; prioritize incidents to ensure timely resolution through either Tier 1 support or assignments to Tier 2 external service providers;
  • Preparation and installation of software and hardware as required; including imaging and software deployment and configuration;
  • Follow up on unresolved calls and keep customers advised on progress
  • Provide assistance to ICT staff as required
  • Notify appropriate resources when a potential major incident or trend has been detected;
  • Proactively recommend solutions to other ICT staff where required;
  • Perform analysis to determine commonly occurring problems and recommend solutions
  • Follow standards and policies set out by HRM;
  • Facilitates proper asset disposal and data destruction according to HRM guidelines;
  • Record and Maintain inventory and configuration information on HRM technology assets;
  • Connection / Patching of network and telephony drops; including: replacing UPS and UPS batteries, request & coordinate cabinet lock changes, mounting of network equipment (configured by network team), notify service desk to order network patch cables as required and maintain patch cables/ closets.
  • Point of contact for cabling contractors/service provider for physical access and technical inquiries;

Education and Experience:

  • Diploma in Computer Science or related field, or suitable combination of formal education and experience;
  • Hold a recognized Help Desk / Service Desk and Desktop or Networking designation and be willing to maintain these designations;
  • ITIL Foundations Certification (or successful completion within 6 months)
  • 3 years' experience in an IT environment with software, hardware and network troubleshooting;

Technical / Job Specific Knowledge and Abilities:
  • Strong desktop hardware knowledge and troubleshooting skills (e.g. desktop computers, laptops, tablets, mobile devices, network adapters, scanners, printers, plotters, monitors, meeting room technology);
  • Experience providing exceptional service and support
  • Experience with wired and wireless network and telephony troubleshooting;
  • Experience using remote troubleshooting and remote control software tools
  • Ability to develop and implement solutions independently;
  • Superior knowledge of common desktop/mobile applications and mobile computing;
  • Excellent knowledge of Microsoft Office suite and experience with all Windows operating systems;
  • Knowledge of Audio/Visual devices;
  • Must have a valid NS Driver's License and access to a vehicle;
  • Working knowledge of Microsoft System Center Configuration Manager (SCCM) an asset;
  • Analytical thinking and problem solving to identify and assess user/ account/client/system problems resulting from equipment failures, operating system configurations and application errors; recommend and/or initiate solutions using diagnostic hardware and software tools and techniques; recommend most effective utilization of HRM computer hardware and software applications.
  • Well-developed customer service skills to professionally speak with customers and provide a high quality
  • Positive attitude, dedication to problem solving, being patient with customers and supporting them through to resolution. To deliver excellent service the Field Support Analyst must take the time to listen and understand end users concerns and be attentive to feedback to continue to improve ICT services.
  • Strong written skills to prepare documentation and communicate in a professional manner to clients and other internal ICT staff.
  • Ability to schedule, organize, and prioritize tasks in a high-pressure environment.
  • Analytical and evaluation skills to classify and categorize incidents and to notify the Manage and Senior Technical resources of any potential major incidents or trends.
  • ?investigation of hardware and software to identify deficiencies in hardware, software or network configurations and /or processes.
  • Position works within relevant HRM and ICT policies, guidelines and directives for the use and development of information & communication technology and delivery of related support services and within well-defined and established practices and procedures for the operation and use of systems, network equipment, hardware, software and peripherals. Position works closely with Manager of Computing and Telecommunications, , ICT Service Desk, Tier 2 support groups, and external support contacts.

Security Clearance Requirements: Applicants may be required to complete an employment security screening check. This position requires the successful applicants to pass a security clearance, which includes a polygraph.
Please note - Testing may be conducted as a component of the selection process to assess technical and job specific knowledge. Candidates, who are selected for testing, may be tested in a group setting, scheduled at the employer's discretion.
COMPETENCIES: Analytical Thinking, Communications, Conflict Management, Customer Service, Organizational Awareness, Organization and Planning, Risk Management, Teamwork and Cooperation, Valuing Diversity, Values and Ethics
WORK STATUS: Permanent, Full-time
HOURS OF WORK: Monday to Friday, 8:30 to 4:30pm; 35-hrs per week
SALARY: $37.70 per hour per Level 4 of the NSUPE Collective Agreement
WORK LOCATION: Duke Tower, 3rd floor, Halifax
CLOSING DATE: Applications will be received up to midnight on January 22, 2019
**Please note, this is a repost of competition 2854BR. If you applied for the original competition you do not need to reapply as your application has already been considered**
This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates.
Please note: We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted.
During the recruitment process, applicants have the right to request an accommodation. Applicants invited to participate in an assessment process (such as an interview or testing) and who require accommodation, should discuss their needs with the Recruiter when invited to the assessment process.
Qualified HRM retirees may also be considered for competitions. In these circumstances, a form of employment may be offered, including term and/or contract employment.
(position #78623861)
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