NATURE OF WORK

Under the direction of the IT Manager, this position is primarily responsible for assisting with the administration, maintenance, and support of municipal and RCMP technology systems. This position involves complex technical work involving the installation, configuration, and maintenance of hardware and software; providing technical support to staff, investigating and resolving technical problems. The employee is expected to exercise a degree of independent judgement in performing duties.  Maintaining RCMP Secret Status Clearance is an essential condition of this position.

SUPERVISION RECEIVED

Reports to the Information Technology Manager with direction from the RCMP Support Manager.

SUPERVISION EXERCISED

None.

KEY RESPONSIBILITIES

• Provides technical support services for approved municipal and RCMP IT equipment; including but not limited to desktops; laptops; mobile phones; tablets; and desk phones.
• Provides technical support to staff, troubleshoots reported problems, and maintains records of problems encountered and solutions implemented. Confers with technical staff or outside agencies on more complex and unusual problems.
• Utilizes and maintains trouble ticket database.
• Installs, configures and maintains operating systems, application software and upgrades for computer and peripheral hardware.
• Monitors and maintains stand-alone computer systems. This includes coordinating secure access to departmental and corporate data and ensuring compliance with license agreements and proper allocation of user accounts.
• Provides on-site assistance for all backup and security systems to maintain an effective back-up strategy, storage and recovery of archived data.
• Maintains up-to-date technical documentation of network components, configurations, operation and instructions. This includes upkeep of end user equipment inventory and allocation.
• Reviews and installs system updates and patches to client systems.
• Instructs, advises and coaches users in LAN or computer operations, techniques, software, practices and security in formal and informal settings.
• Makes recommendations for enhancements and improvements to IT systems; may assist with proposal calls or tenders for computer equipment or software.
• Maintains familiarity with software applications as used by the organization.
• Utilizes and maintains the RCMP interview recording system and assists with downloading and converting statements, photos, cell block and general surveillance footage for court purposes. 
• Maintain the RCMP car video system Watch Guard and in-car Mobile Work Stations.
• Contributes to a positive work environment by modelling a respectful workplace, as per City policy.
• Takes reasonable care to protect the health and safety of themselves, and the health and safety of others who may be affected by their acts or omissions at work.  Properly wears protective clothing, devises and equipment provided, and ensures hazards are immediately reported to Supervisors.  Complies with the City of Fort St. John’s Occupational Health and Safety program, and all applicable policies and procedures.
• Performs related duties as required.

PERFORMANCE FACTORS

REQUIRED QUALIFICATIONS, KNOWLEDGE, ABILITY AND SKILLS

• Completion of high school education or equivalent 
• Completion of a college or other diploma program in network administration and/or minimum of two years related experience in information technology
• Ability to obtain and maintain RCMP Enhanced Reliability Clearance (Secret Status)
• Valid BC Class 5 Drivers License
• Understanding of network fundamentals (TCP/IP, Routing, VLAN, etc.)
• Able to review, troubleshoot, diagnose and resolve hardware, software and local area network problems
• Able to install and configure software, hardware and peripherals and to perform local area network maintenance tasks
• Working knowledge of organizational software programs (Microsoft Office 365, Active Directory, ESRI City Works, ESRI ArcGIS, Veeam, VMware, Windows Server, Stone Orchard, Microsoft Dynamics GP, Profuel, Kantech, Avigilon, ActiveNet, StarAMR, Mitel, Telus IQ) and ability to adapt to future technologies as they evolve.
• Experience with ROSS Administration and utilizing current versions of Novell NetWare, BitLocker, PRIME, TEAM, CABS, LiveScan, Cardscan
• Able to work independently and in a group environment
• Able to efficiently meet deadlines
• Able to promptly answer support related email, phone calls and other electronic communications
• Able to maintain good working relationships with co-workers, other personnel and external contacts
• Self-motivated, detail-oriented and organized
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills 
• Excellent customer service skills; able to adapt to an office and field environment
• Demonstrated ability to perform complex and multiple tasks in a rapidly changing environment

TOOLS AND EQUIPMENT USED

Computers, printers, photocopiers, folders, scanners, digital cameras, paper trimmers, laminators, binding machines, telephone, and other related office equipment.

PHYSICAL DEMANDS

This position may entail lifting, climbing, walking, standing for long periods of time, sitting for long periods of time, looking at a computer for long periods of time, and lifting and/or moving items that can weigh up to 25 lbs.

This position entails sitting and using a computer for long periods of time.

GENERAL

Formal application, rating of education and experience; oral interview and reference check; job related tests may be required.  The duties listed above are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

This is a position in the BC General Employee’s Union.