Computer Support Technician

Location

St John's, NL | Canada

Job description

Computer Support Technician
Permanent Position
Information Technology
Competition No. 1029-24 CPST (E)

The Computer Support Technician is an essential client focused role on the helpdesk within the Information Technology Department (IT) of the Newfoundland Labrador Liquor Corporation (NLC). The successful candidate will be a self-starter who is highly motivated, shows initiative, possesses excellent problem-solving skills, interpersonal and communication abilities, and is able to work as a member of a results-oriented team and expected to operate with a high degree of responsibility and independence. The role will collaborate with users and technical staff on inquiries and issues to communicate the status of problem resolution to users in a timely manner.

As a member of the IT Department, this position is accountable for but not limited to the following:

• Provides front-line support to all NLC business units, vendors, and suppliers;
• Answers calls to the helpdesk in a thorough, efficient, professional, and courteous manner;
• Logs all requests in the ticketing system quickly and efficiently with detail;
• Monitors and actions ticket queues for new requests;
• Communicates with clients and technical staff on the status of tickets in a timely manner;
• Develops and implements changes to rectify problems and maintains detailed solutions in a knowledge base;
• Places service calls with support vendors, co-ordinates the service required, and ensures its completion;
• Provides training and advice to end users on the use of new hardware or software;
• Configures, installs and supports hardware and software such as desktops, laptops, tablets, printers, peripherals, current operating systems, office suites/Microsoft 365, relocates equipment;
• Performs asset inventory reviews and makes recommendations based on findings;
• Maintains storage of equipment and decommissioning of end of life equipment;
• Identifies, analyzes and troubleshoots problems in both hardware and software;
• Performs backup tape rotations and emergency recalls;
• Sets up and supports audio/visual configurations for meetings and seminars;
• Procures hardware, software and services by acquiring quotes, ordering and receiving items upon approval;
• Sets-up and supports special events at event locations;
• Provides support to departmental projects;
• Participates in on-call rotations;
• Other duties as required.

The successful candidate must clearly demonstrate they meet the following qualifications:

• Completion of a two (2) year post-secondary diploma in Information Technology or a computer related field;
• Minimum of one (1) year experience in recent information technology support;
  • Maintained, troubleshoot and supported computer systems and networks (ie: installed, configured, and supported computers, peripherals and network components);
  • Experience answering IT support calls and logging work orders or tickets in IT ticketing systems;
  • Developed and maintained detailed solutions in a knowledgebase repository;
  • Maintained Active Directory objects;
  • Understands network components, implementation, and support (ie: data drops, patch cabling, switches);
  • Thorough knowledge of current Microsoft Windows operating systems, Microsoft Office product suites, Microsoft 365;
  • Liaison with external support vendors;
  • Knowledge of hardware, software and services procurement;
• Valid driver's license for work travel.

Knowledge of Retail Point-of-sale (POS) systems, IBM iSeries, Merchandise Management Systems, MAC OS, VOIP phones, mobile handheld and forklift computers and scanners would be considered an asset. Proficiency testing may be a prerequisite if the candidate does not clearly demonstrate the qualifications required.

NLC values diversity, inclusion and belonging in the workplace and strives to create a workforce that reflects the diversity of the communities we serve. All qualified candidates are encouraged to apply. We welcome and encourage applications from under-represented groups such as: Indigenous persons, racially visible persons, persons with a disability, women, and persons of a minority sexual orientation and/or gender identity. If you are a member of an under-represented group, we invite you to self-identify on your cover letter, or resume.

Accommodations for job applicants with disabilities (differing abilities) are available on request.
Salary: CG 27: $45,463.60-$50,286.60 annually

Please send a resume no later than March 12, 2024 via [email protected]

Please state the competition number on your NLC application for employment. Proof of education and/or courses must be provided prior to appointment to the position. All sections of the NLC application must be completed. Employees are solely responsible for ensuring that all relevant information regarding required qualifications is provided on the application/resume submitted when applying for posted positions. Human Resources will only assess the information that has been provided when determining whether or not the candidate meets the required qualifications and will not contact employees to ensure that the information provided is complete. If applying for more than one competition with the same closing date, then only one completed application is required. Transfers within the same classification level are not covered under the relocation policy.

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