IT Technician
Town of Chestermere - Chestermere, AB

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Position Summary:
Reporting to the Controller, the Information Technology Technician is responsible for providing IT support including diagnosing and resolving technical problems, network administration, purchasing and configuring hardware & software.

Key Accountabilities:

1. Customer Service:

Main activities

  • Act as IT liaison to all stakeholders across the organization which includes the Mayor, Council members and all staff.
  • Attend to stakeholder IT problems according to the organization’s IT Service Level Agreement and triage system.
  • Install hardware and software ensuring optimal deployment of resources.
  • Maintain all desktops, servers, printers and network equipment.
  • Provide assistance to all users with matters related to computer hardware or software.
  • On-boarding of new hires at the organization, which includes amongst others:

o liaising with HR and Payroll regarding new hires;
o providing access to a computer, if applicable, the Town intranet, the T drive and any other resource as required;
o providing an access code to the entrance access keyboards;
o where applicable, providing telephone, tablet, laptop, cellular phone as well as related passwords and configurations. This includes the sourcing, purchasing and collection of equipment where necessary.

2. Monitor and maintain technology to ensure maximum access

Main activities

  • Responsible for network management including backup, e-mail, Internet access and applications support.
  • Develop a schedule for ongoing replacement/upgrading of computer equipment on a quarterly basis.
  • Document all processes and procedures, including helpdesk tickets that have been issued on a weekly basis.
  • Ensure and document compliance to all licensing agreements.
  • Remain abreast of new and emerging technologies as they may apply to Information Technology at the Town of Chestermere and attend training as required.
  • Provide assistance in the formulation and control of the annual budget, and in the development of departmental plans and objectives.
  • Responsible for using confidential information appropriately, and maintaining the confidentiality and security of all information related to the Town.
  • Maintenance and support of telecommunication systems.

3. Ensure technology is accessible and equipped with current hardware and software

Main activities

  • Install hardware and software ensuring optimal deployment of resources.
  • Maintain all desktops, servers, printers and network equipment.
  • Maintain all user accounts, file permissions and security groups and keep accurate updated records of all user account file permissions and passwords.
  • Provide assistance to all users with matters related to computer hardware or software.
  • Maintain and update all software conducting research, evaluations and recommendations on software solutions.
  • Participate in the creation of information policies that specify the rules for sharing, distributing, acquiring, standardizing, classifying, and inventory of data information throughout Town Departments.
  • Maintain terminal servers for remote users.
  • Provide maintenance for VPN accounts and assists VPN users. Maintain and update inventory of all computer equipment on a monthly basis. Maintain data and systems security and integrity by installing and maintaining security software/hardware and security patches, including Firewall, Antivirus, Spyware and Mallware.

4. General Accountabilities

  • Demonstrates Town values of Collaboration, Humour and Fun, Integrity, Professionalism, and Accountability.
  • Other related duties as assigned.

Note: The above statements are intended to describe the general nature and level of work being performed by the incumbent of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of this position.

Education and Experience:

  • Diploma in computer technology or a related field from a recognized post secondary institution.
  • Minimum of two years related computer technology experience.
  • Microsoft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE) designation.

Required Knowledge, Skills, and Abilities:

  • Demonstrated ability in the use of computer systems including Microsoft Office, Microsoft Exchange, Microsoft Server, Microsoft Terminal Server and other software in a Windows environment.
  • Proven technical and analytical expertise including the ability to troubleshoot technical issues.
  • Good communication skills with the ability to effectively communicate in written and oral form and communicate technical issues to non-technical customers.
  • Strong knowledge and understanding of customer service principles.
  • Strong interpersonal skills with the ability to create and maintain working relationships.
  • Ability to prioritize and effectively ensuring all deadlines are met.
  • Ability to work in a fast paced environment with minimal supervision.
  • Ability to work individually as well as in a team environment.
  • Demonstrated ability to administer a 50+ node network including firewalls.
  • Demonstrated ability to support networked printers and photocopiers.
  • Possess a clear Criminal Record Check deemed satisfactory by the Town.
  • Possess a valid Standard First Aid CPR C & AED.

Working Conditions

  • Regularly working in server rooms.
  • Regularly working with machines that make noise.
  • After-hours and weekend work may be required on occasion.
  • On-call service may be required.
  • Regularly required to work at Town Hall and on occasion at the Public Works building, RCMP building and Fire Hall.

Decision Making

  • Upgrading equipment as well as purchasing equipment upon written authority from direct Supervisor.
  • Making decision regarding prioritizing of IT problems according to triage system and the Town’s IT Service Level Agreement.
  • Enter into vendor agreements after consultation with direct Supervisor.
  • Decide what level of technology is required by each stakeholder in consultation with the stakeholder and the stakeholder’s direct supervisor.