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Form of workIf you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, joinThe City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.
The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.
As the Information Technology (IT) Service, reporting to the Supervisor, IT Service Center, you will be the first point of contact providing 24-hour IT support to over 4000 internal and external users of the Calgary Police Service (CPS) network. You will provide delivery of information and services to the end user community through phone, desk side and remote management support. You will also perform continuous IT assessment, analysis, evaluation, testing and recommendations of suitable technology and equipment to address specific departmental issues and requirements. Specific duties include:
- Provide phone and remote technical support for approximately 2000 monthly service calls addressing hardware, software, upgrades, and specialized software issues.
- Provide onsite technical support, problem solving and delivery of solutions for hardware, software, upgrades, and specialized software.
- Problem solve, troubleshoot and provide support on Windows 10 & 11 devices, Mobile Phones/ Tablets, Microsoft Office 365, Adobe products and various specialized software packages.
- Provide training, user group sessions and documentation.
- Provide assistance in the Information Centre and IT Service Centre front counter.
- Analyze, document, and escalate critical issues to appropriate support groups.
- Provide critical support of Audio/Visual boardroom equipment.
Qualifications
- A 2-year Technical Diploma in Computer Science or a related discipline, plus 3 years related experience in a client service and support environment.
- Familiarity with ITSM best practices, ITIL v3 Foundations, call logging software and a call centre environment would be considered an asset.
- The successful applicant will be competent in coaching and development, communication, efficiency and thoroughness, planning and prioritizing, relationship building, self-confidence, and service orientation.
Working Conditions: Some evening and weekend work hours may be required. May be required to be on-call or called-out; driving to different CPS locations is required.
Pre-employment Requirements
- An enhanced security clearance will be conducted.
- Valid Class 5 Driver's Licence (or provincial equivalent) and a Driving Abstract with no more than 6 demerit points (current within 3 months) must be provided if contacted for an interview.
- Successful applicants must provide proof of qualifications. Education obtained from out of country must have or be able to obtain, an Education Credential Assessment (ECA) for confirmation of equivalent credentials.
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