Client Support Analyst

Saskatchewan Ltd.; Saskatoon; On-site; CAD 35,000 - 43,000; Full time

Job summary

The Government of Saskatchewan is seeking a Client Support Analyst to provide first-line help desk support for court systems, including video conferencing and digital recording technologies. The role involves coordinating remote video appearances and assisting in testing and support across multiple court facilities.

You will develop and maintain documentation, train end users, and work with IT teams to ensure reliable operation of desktop, network, and multimedia systems.

Qualifications

• Bachelor's degree in Computer Science or a technology-related field or equivalent experience.
• Experience providing end-user IT support in a networked environment.
• Knowledge of video conferencing hardware and software.
• Familiarity with ITSM best practices and documentation.

Responsibilities

• Provide tier one help desk support for court system video conferencing and digital recording tech.
• Coordinate, schedule, test and support remote video appearances.
• Identify problems and perform root cause analysis for desktop, video, and network incidents.
• Maintain up-to-date documentation, user guides, and knowledgebase entries.
• Provide end-user training and support as required.
• Configure and upgrade computers and software across court facilities.

Skills

Communication skills

Problem solving

Organizational skills

Education

Bachelor's degree in Computer Science or related field

Tools

Cisco video conferencing hardware/software

Webex

MS Teams

Zoom

Go to Meeting

For The Record (FTR)

Microsoft 365

Job description

• Employment Type SGEU Term 9 months or more
• Salary Range 35.372 - 43.066
• Hours of Work A - SGEU Office 36 – one date off every two weeks
• Workplace Diversity This position is designated for qualified equity group members who self-declare in this online application, as identified in Diversity Groups below.
• Diversity Groups Members of a visible minority group
• Diversity Groups Women in underrepresented roles
• Occupation Code SIT
• Grade SGEU.08.Market SIT
• Organization 003 Justice and Attorney General
• Number of Openings 1

ABOUT THE JOB

The Opportunity:

The Client Support Analyst provides help desk support as the first point of contact for the court systems of Saskatchewan. This position also assists in coordinating, scheduling, testing, and support remote video appearances. The Court Technology Unit is seeking a highly motivated, positive, and skilled individual for this position.

Responsibilities

Reporting to the Court Technology Manager, you will:

• Provide tier one support to the Ministry of Justice and partners for video conferencing and digital recording technology in
• Courtrooms, Correctional center, RCMP detachment and Police video suites.
• Coordinate, schedule, test and support remote video appearances.
• Identify problems and perform root cause analysis for all desktop, digital recording, video conferencing and network
• related incidents.
• Provide and maintain up to date documentation and processes for various software and hardware including procedures,
• user guides and common problem issues and resolutions in the knowledgebase.
• Provide end user training and support as required.
• Configure new computers and install various software applications.
• Modify, expand, support and upgrade computer applications, systems and hardware for the courts.
• Develop relationships with the members of Court Services and the Judiciary in order to help educate and provide support
• to everyone on the various technology used within the court system.

Qualifications

Job Capabilities:

• Strong written and oral communication skills
• Demonstrated technical and problem solving skills
• Good organization skills to coordinate work to meet the courts’ needs.

Technical Knowledge and Skills:

• Knowledge of current desktop and network operating systems as well as current commercial software applications used in a networked environment.- Experience with end user devices in an enterprise Microsoft centric environment.
• Knowledge of Cisco video conferencing hardware and software.
• Experience with Collaboration technologies such as Webex, MS Teams, Zoom, Go to Meeting.
• Knowledge of digital recording and audio equipment, For The Record (FTR) software, sound mixers, amplifiers, speakers, microphones.
• Knowledge of internal components and configuration of multi-vendor hardware and peripherals.
• Knowledge of Information Technology Service Management (ITSM) best practices in supporting a growing technology area.

Knowledge of the Microsoft 365 platform.

Typically, the knowledge and skills required for this position would be obtained through a Bachelor’s degree in Computer

Science or a technology related diploma with several years of related work experience or an equivalent combination of

education and experience. Travel to court offices around the province may be required.

Job Skills:

• Critical Thinking (Level B)
• Interacting with Others (Level C)
• Navigating Ambiguity (Level B)
• Managing Self (Level B)
• Health, Safety and Wellness (Level A)
• Influence (Level B)
• Political and Organizational Awareness (Level A)
• Vacation, scheduled days off, and other types of leave
• Inclusive work environments
• Career growth, development, and advancement opportunities

Our Commitment to Excellence:

The Government of Saskatchewan upholds deep-rooted values of Respect and Integrity, Serving Citizens, Excellence and Innovation, and Acting as One Team.