The Computer Support Technician is an essential client focused role on the helpdesk within the Information Technology Department (IT) of the Newfoundland Labrador Liquor Corporation (NLC). The successful candidate will be a self-starter who is highly motivated, shows initiative, possesses excellent problem-solving skills, interpersonal and communication abilities, and is able to work as a member of a results-oriented team and expected to operate with a high degree of responsibility and independence. The role will collaborate with users and technical staff on inquiries and issues to communicate the status of problem resolution to users in a timely manner.
As a member of the IT Department, this position is accountable for but not limited to the following:
Front-line helpdesk support to all NLC business units, vendors, and suppliers
Answers calls to the helpdesk in a thorough, efficient, professional, and courteous manner
Logs all calls immediately in the helpdesk ticketing system quickly and efficiently with detail
Monitors and actions ticket queues for new requests
Communicates with clients and technical staff on the status of tickets in a timely manner
Develops and implements changes to rectify problems and maintains detailed solutions in a knowledge base
Places service calls with support vendors, co-ordinates the service required, and ensures its completion
Provides training and advice to end users on the use of new hardware or software
Configures, installs and supports hardware and software such as desktops, laptops, tablets, printers, peripherals, current operating systems, office suites/Microsoft 365, relocates equipment
Performs asset inventory reviews and makes recommendations based on findings
Maintains storage of equipment and decommissioning of end of life equipment
Identifies, analyzes and troubleshoots problems in both hardware and software
Performs backup tape rotations and emergency recalls;
Sets up and supports audio/visual configurations for meetings and seminars
Procures hardware, software and services by acquiring quotes, ordering and receiving items upon approval
Sets-up and supports special events at event locations
Provides support to departmental projects
Participates in on-call rotations
Other duties as required
The successful candidate must clearly demonstrate they meet the following qualifications:
Completion of a two (2) year post-secondary diploma in Information Technology or a computer related field
Minimum of one (1) year experience in recent information technology support
Maintained, troubleshoot and supported computer systems and networks (i.e.: installed, configured, and supported computers, peripherals and network components)
Experience answering IT support calls and logging work orders or tickets in IT ticketing systems
Developed and maintained detailed solutions in a knowledgebase repository
Maintained Active Directory objects
Understands network components, implementation, and support (ie: data drops, patch cabling, switches)
Thorough knowledge of current Microsoft Windows operating systems, Microsoft Office product suites, Microsoft 365 and other information technology software tools
Liaison with external support vendors
Knowledge of hardware, software and services procurement
Valid driver’s license for work travel
Knowledge of Retail Point-of-sale (POS) systems, IBM iSeries, and/or Merchandise Management Systems, MAC OS, VOIP phones, mobile handheld and forklift computers and scanners would be considered an asset. Proficiency testing may be a prerequisite if the candidate does not clearly demonstrate the qualifications required.
NLC values diversity, inclusion and belonging in the workplace and strives to create a workforce that reflects the diversity of the communities we serve. All qualified candidates are encouraged to apply. We welcome and encourage applications from under-represented groups such as: Indigenous persons, racially visible persons, persons with a disability, women, and persons of a minority sexual orientation and/or gender identity. If you are a member of an under-represented group, we invite you to self-identify on your cover letter, or resume.
Accommodations for job applicants with disabilities (differing abilities) are available on request.
CG 27: $45,463.60-$50,286.60 annually
Please state Competition Number on resume. Proof of education/ must be provided prior to employment with NLC.
Please note that, while we appreciate the interest of all candidates, only those selected for an interview will be contacted.