Summary of responsibilities :
What you need to succeed
To qualify for the position, you must have :
- Graduation from a recognized college or post-secondary learning institution, with a diploma / certificate in computer science, information technology, information management, or another specialty relevant to the position;
- A minimum of two years of experience in a support / client-facing role in an IT environment;
- Experience conducting diagnostics, configurations, and installation of technology;
- Experience documenting resolutions to technical problems;
- Experience supporting multiple mobile devices including Android smartphones and tablet devices;
- Experience setting up boardroom presentation equipment typically utilized in meetings (projectors, presentation changer, audio equipment);
- Knowledge of : IT asset management / inventory control;computer and network security;Microsoft application environments;
- common application programs, MS Office 6 and Adobe software suites;core business processes within an IT group;Windows 7 and Windows environments;
- Dell / Lenovo workstations & notebook PCs; androot cause analysis; tracking of known errors in database and change management processes;
- General knowledge of network infrastructure components (WAN, MAN, LAN);
- Familiarity with several types of products, hardware and software, their installation and troubleshooting of products;
- Familiarity with helpdesk tracking systems.
This position is best suited to individuals with the following skills and abilities :
- Strong client service orientation;
- Ability to listen carefully to users; understand client needs and provide appropriate solutions;
- Ability to explain complex concepts in concise, easy-to-understand language;
- Ability to think creatively, to troubleshoot and to propose creative solutions;
- Team player who also has the ability to work independently;
- High attention to detail and quality;
- Reliability, tact, courtesy;
- Ability to communicate effectively orally and in writing;
- Ability to multi-task and prioritize; strong organizational skills.
Valuable skills include :
- Knowledge of CATSA's mandate and priorities, as well as an awareness of relevant legislation impacting CATSA;
- Knowledge of Corporate Security and IT Security policies dealing with sensitive information access to secure areas;
- Experience with distance learning tools and computer-based training programs;
- Experience supporting Apple products including Macs, and iPads;
- Experience using remote desktop applications to support users remotely;
- Experience leading small projects as in a service desk environment as they relate to continuous improvement;
- ITIL certification.
Specific work requirements
- Ability to work overtime as required;
- Ability to travel as required
- Language Profile : bilingual (BBBB);
- Ability to obtain and maintain a Secret security clearance; and
- Be a Canadian citizen or permanent resident.
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