Support Specialist 1

Overview

As one of the fastest growing cities in Canada, City of Surrey is a globally recognized leader in building vibrant, sustainable communities through technology and innovation. City of Surrey employees are talented innovators, inspired by meaningful work and the opportunity to drive our city-and their careers-forward. Build a City. Build a Future at the City of Surrey.

Employment Status

Union - CUPE Local 402 - Term ( 1 Year)

Scope

Are you looking to join an award-winning employer in a job that has tremendous potential for growth? We are currently looking for a Support Specialist 1 to join our knowledgeable and customer service centric team. The IT Service Desk is the first-point-of-contact for City of Surrey staff in need of help. Under direct supervision within well-defined procedures, this role delivers service and support to customers by phone, email or in-person, for desktop software and hardware, enterprise applications, print, telecom and mobile, installations, upgrades, moves, and changes.

Responsibilities

• You will be the first point of contact for customers either by phone, in person, or email and will resolve technical issues and incident management. • Resolve customer issues or escalate to appropriate IT teams for resolution of tickets. • Work closely with internal teams to provide resolutions for customer service requests and incidents. • Send citywide communications regarding service interruptions/outages. • Manage ticketing and prioritization of service requests. • Provide support to cloud enabled technologies. • Gather and identify problems and incidents and create tickets for other IT teams to complete.

Qualifications

• Post-secondary certificate in a related field or an acceptable equivalent combination of education and experience. • Certification in A+ or an acceptable equivalent. • Sound knowledge of IT infrastructure, software, computer parts and components and their application in the IT environment. • Excellent ability to communicate and provide support to customers. • Ability to identify and resolve technical problems using established procedures. • Strong ability to establish and maintain effective working relationships with key internal partners.

Other Information

Pay Grade :14

Pay Steps Hourly Rate Step 1 $29.14 Step 2 (6 months) $30.16 Step 3 (18 months) $31.03 Step 4 (30 months) $31.59

Conditions of Employment

This position requires completion of a Police Information Check.

Successful applicants must provide proof of qualifications.

Closing Date

This job will be posted until filled.

Category

Information Technology