Service Delivery Specialist

The City of Richmond is committed to be the most appealing, livable, well-managed community in Canada, a goal that is only made possible by developing our most valuable asset – our people. This is a great opportunity to join our team and shape our community. The City of Richmond offers competitive pay programs, comprehensive benefits and attractive incentives. If you are looking to make a difference, and to share our vision “to be the most appealing, livable, and well-managed community in Canada”, then please apply.OverviewThe Service Delivery Specialist is a technical position responsible for the provisioning and support of City computer hardware and software assets by analyzing requirements, resolving incidents and supporting the IT Service Desk.Examples of key responsibilities include, but are not limited to:

• Provisioning hardware assets directly to City staff; provisioning City software to City staff remotely via deployment software; configuring mobile devices; activities may include imaging new drives, joining machines to the Windows domain, enrolling devices into a corporate mobile device management system and troubleshooting installation of assets;
• Participating in new user onboarding, PC evergreening and asset decommissioning activities;
• Listening, investigating, prioritizing, responding to, and resolving incidents related to City assets and users requests;
• Providing end-user training/orientation on asset use;
• Installing, testing and configuring computers, peripheral equipment and software;
• Providing basic support and minor preventative maintenance of audio visual equipment for City Hall meeting rooms;
• Deploying created software jobs using IT provisioning support systems/tools and testing of created jobs prior to production release;
• Performing inventory tasks/reporting of City hardware, software and software licensing;
• Documenting and maintaining documentation related to service provisioning.
  
  

Knowledge, Skills & Abilities:

• Good knowledge of fundamental operations of relevant desktop software and corporate applications;
• Good knowledge of networking and systems administration;
• Good knowledge and experience with Windows computer hardware and operating systems;
• Working knowledge of mobile device operating systems (iOs, Android, Blackberry);
• Proficient with current technologies used in an enterprise desktop environment;
• Experience using a modern IT Service Management tool;
• Excellent oral and written communication skills;
• Strong technical troubleshooting skills (both remotely and onsite);
• Demonstrated application of successful conflict management and resolution skills;
• Ability to work independently, but seek direction on unusual issues to IT management as needed;
• Ability to visualize solutions mentally and communicate resolution professionally to non-technical staff;
• Ability to build strong working relationships with various stakeholders;
• Ability to create, maintain, and foster a positive customer support experience;
• Ability to multi-task and have a high degree of flexibility to adapt to changing priorities;
• Ability to remain calm under pressure and meet tight deadlines;
• Ability to successfully pass a Police Information Check.
  
  

Qualifications and Experience:

• Graduation from Grade 12, plus completion of one-year of post-secondary education in courses related to information technology
• At least one year of experience in a similar technical support and helpdesk operation position.
• An equivalent combination of education and experience will be considered. Experience in a municipal government setting is considered an asset.
• Valid A+ Certification.
• Valid Class 5 Driver’s Licence for the Province of British Columbia.
  
  

Working Conditions:Work is performed in an office environment, but involves frequent site visits to deliver or install equipment. Frequent physical effort is required which involves moving, carrying, pushing, and/or pulling equipment or furniture that may weigh up to 10 kgs (22lbs).Additional Information:Employee Group: CUPE Local 718 Position Status: Temporary Full-Time Duration of Appointment: Up to 6 months Salary Range: $35.50 - $41.79/hr Hours of Work: 8:15am - 5pm Monday - Friday on a compressed work week schedule Application Posted: 10/8/24 External Closing Date: 10/16/24 PCC#: Openings: 2