Service Desk Agent Job Listing at City of Edmonton in Edmonton, AB (Job ID 53507)

Description

Ready to make a direct technical impact? Join us as a Service Desk Agent and become the hands-on expert in delivering and maintaining our critical IT applications and infrastructure. Your primary focus will be on operational excellence—proactive monitoring, crucial troubleshooting, and mastering a specific technology domain.

You'll operate independently within tech stacks under moderate supervision, contributing to systems analysis and solution delivery pieces as you go. If you are eager to master a technology stack and build a solid foundation in enterprise IT operations, apply now!

What will you do?

• Provides direct, one on one customer support to identify and resolve computer user problems. Investigates specific hardware, software, network, server, peripheral, and associated problems; takes corrective actions to resolve such issues in order to restore service to customers as quickly as possible
• Manages and prioritizes call and ticket queues and responds in a timely manner to requests. Maintains contact with the customer to ensure issues tracked in the tracking system
• Provides consultation, advice, and guidance to clients regarding the effective use and availability of standard hardware and software products, including operating systems, software applications, printers and other peripherals, and other related end user tools
• Installs, tests, modifies and maintains a full range of hardware, software application products, peripherals and other associated products related to servers, networked workstations, standalone computer, and more
• Updates records of maintenance or changes to assets in order to maintain accurate inventory lists
• Proactive - Monitors trends and the recurrence of computer user problems
• Troubleshoots and investigates the cause of system/application problem(s) and refer the issue(s) to the correct support group. Notifies the correct support group when performance standards and service levels are not being met
• Monitors support tickets routed to our area and performs ticket triage, responding to equipment malfunctions, unusual or other situations that impact system's performance, perform diagnostics and other problem-solving activities and implements remedial procedures as required
• After testing and reaching a resolution employees will develop documented procedures to follow
• Analyzes, develops and maintains technology systems, including operational performance requirements, standards and documentation. Assists with executing planned enhancements, maintenance and support of departmental applications and other technology services