Service Desk Technician

Summary

The Service Desk Technician provides technical support to users, installs and operates computer equipment, produces computer-generated reports and monitors the operation and use of computer systems and networks. 

You Will:

• Respond to user questions and resolve hardware/software problems on the Waterloo Regional Police Service (WRPS) and Police Regionalized Information Data Entry (PRIDE) personal computers.
• Provide support for users, including smart card and active directory work (i.e., password resets).
• Complete build installs for new/existing laptops/desktops, load computer program software from networked and physical sources.
• Test new equipment, install upgrades to software and hardware, and maintain and configure user systems, as required.
   

You Have:

• Successfully completed a one-year community college diploma in Computer Systems Technology or a related field. Attainment of an A+ Certification is preferred.
• Two (2) years’ of previous related experience in the setup, maintenance, and troubleshooting of computer equipment is required. 
• A valid Class “G” Ontario Driver’s License with no more than six demerit points required to travel within and outside the region.
• A high level of judgement, problem solving, analytical and technical skills, including an ability to analyze, diagnose and resolve member’s hardware or software problems.
• Excellent communication and customer service skills required to obtain necessary information and provide suggestions to users as required.

You Are:

• Able to reference relevant procedures and follow clear instructions to consistently perform IT related job troubleshooting tasks.
• Able to respond to Service Desk calls for assistance in a timely manner, while monitoring CAD, RMS, e-mail and other systems as required.
• Able to write and update user manuals and technical reports and produce computer-generated reports as requested.
• Able to remain current on new hardware and software technologies.