Service Desk Support

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Petawawa Employment Service
  • Post Date: August 28, 2017
  • Applications 0
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Job Overview

Service Desk Support

Family and Childrens Services of County of Renfrew
Location: Pembroke, Ontario
Posted: August 25th 2017
Family and Children’s Services of Renfrew County is currently recruiting for a Service Desk Support person. This is a full-time, contract position up to 12 months in length.

The Service Desk Support role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The Service Desk Support reports to the Supervisor of Information Technology, who shall assign, supervise and assess the performance of this position.

Duties and Responsibilities:

  • Assist in software releases and roll-outs and communication to the end users.
  • Field incoming requests to the Service Desk via telephone, e-mail or in person to ensure courteous, timely and effective resolution of end user issues.
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
  • Prioritize and schedule problems.
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the agency.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Install anti-virus software and ensure virus definitions are up-to-date.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow up to help requests.
  • Develop help sheets and FAQ lists for end users.
  • To perform other duties as assigned by the Supervisor of Information Technology.
  • College diploma in the field of computer science
  • Certifications in computer science
  • Knowledge of basic computer hardware, including notebooks, desktops, printers, switches, routers and networking equipment
  • Experience with desktop and server operating systems, including Microsoft Windows and Linux
  • Extensive application support experience with Microsoft products
  • Experience with Network Administration, Sharepoint 2010, WordPress and Drupal platforms, IP Phone Systems, and device (smart phone, tablet) management will be considered assets
  • Working knowledge of a range of diagnostic utilities
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
  • Strong documentation skills
  • Bilingualism is an asset

Performance Indicators:

  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks.
  • Experience working in a team-oriented, collaborative environment.
Additional Information
Please submit your resume and cover letter by email (preferred), or mail to and reference “Service Desk Support” in the subject line. Deadline to apply: September 1, 2017 at 4:00 p.m.

Family and Children’s Services of Renfrew County is committed to providing a barrier free workplace. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

We thank all candidates for their interest; however, only those considered for an interview will be contacted.

Contact Information
Human Resources Coordinator
Family and Childrens Services of County of Renfrew
77 Mary Street, Suite 100
Pembroke, Ontario
K8A 5V4


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