Service Desk Technician in Aurora

The purpose of the position is to provide first-level technical support for all internal members. Support includes, but is not limited to, software and hardware issues, facilities, video services, and third-party vendors.

Major Duties & Responsibilities

• Provide technical support for software and hardware issues by monitoring the Help Desk phone line and Itrequest email account, logging and prioritizing calls for support.
• Assign calls to appropriate IT staff members, track the call and perform follow-up calls to ensure the support was received.
• Provide help desk administration.
• Troubleshoot hardware, software, and network problems.
• Install, test, and provide maintenance support for new and approved applications on YRP hardware.
• Troubleshoot network connectivity and VPN access for internal clients.
• Perform routine help desk systems backups, report generation and system checks.
• Perform additional duties involving specialized projects as assigned.

This position description is intended to describe the general level and nature of the position, and is not intended to represent an exhaustive list of all tasks assigned in the performance of this position.

Skills

• Familiarization with enterprise level IT practices, such as software/hardware deployment, strategies and best practices.
• A+ certification is preferred.
• Microsoft Windows Operating System Certification is preferred.
• Advanced knowledge of Microsoft Office Professional Suite.
• Excellent knowledge of Windows.
• Working knowledge of Remote Support tools.
• Knowledge of ITSM and ITAM management software or similar product.
• Knowledge of Active Directory.
• Experience with basic hardware troubleshooting.
• Basic knowledge of network protocols and network troubleshooting.
• Excellent organizational, problem solving and analytical skills.
• Problem solving abilities in order to determine the priority of a work order and determine alternative solutions to solve a technical issue.
• Communication and interpersonal skills to interact with YRP members to resolve technical issues quickly and efficiently and work with outside vendors to inquire about the warranty of products, clarify purchase quotes or obtain updates on items purchased.

Education, Licensing & Certifications

• Completed one (1) year post-secondary certificate in a related field.

Experience

• Minimum of one (1) year of prior experience in a Help Desk/Service position.

York Regional Police has implemented a Hybrid Remote Work option that is offered to various positions in the organization. Further details can be discussed during the recruitment process.

York Regional Police is committed to fairness and equity in our recruitment and selection process, and in building and retaining a talented and diverse workforce representative of the community we serve. All York Regional Police employment policies and procedures are intended to be non-discriminatory and barrier-free, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment. Should you require an accommodation during the recruitment and selection process, including accessible formats and communication supports, please contact talent@yrp.ca.