Support Technician at IT-Centrum

IT-Centrum was established on January 1, 2019, as a joint committee responsible for the IT operations of the municipalities Heby, Knivsta, Tierp, Älvkarleby, and Östhammar. All staff are employed by the committee's host municipality, Tierp, which is also the location for this position.

The committee's area of responsibility includes both overarching strategic and tactical issues as well as IT operations. The committee aims to enable the municipalities to work in a collaborative culture to achieve more effective solutions. Additionally, it participates in the digital development efforts of the five municipalities and supports IT-related operational initiatives.

IT-Centrum, which is responsible for all development, installation, operation, support, and management of the five collaborating municipalities' shared IT operating systems, IT infrastructure, workplace, and telephony systems, is currently in a strong development phase where there is a high demand for several competent employees. Important qualities, in addition to technical competence, include a willingness to change, a desire for participation, great patience, and a team spirit.

The construction of the future IT-Centrum is not yet complete, so there are great opportunities to influence within the frameworks provided by the municipalities' management teams. In our organization, we see it as a given that you want to develop, and we provide the conditions for that. Please read more about the five municipalities and their various operations on each municipality's website.

Our values are important, and together we work to realize our value words: respect, responsibility, customer focus, courage, and belief in the future.

JOB DESCRIPTION

The role of support technician at IT-Centrum involves a wide variety of cases. Everything from simpler support for individual users to being the first to receive notice of a larger problem that needs to be escalated within the organization. You will work to resolve IT-related issues that arise for users, administer permissions, and manage users' devices when software or hardware fails. Users primarily contact us via our helpdesk phone or through forms on our website. We also meet users directly at our offices during scheduled visits.

A typical day at work includes being part of our support team:

• Handling cases via phone, case management system, and during visits
• Troubleshooting via remote tools
• Analyzing and categorizing incoming cases
• Prioritizing and escalating cases according to established routines and processes
• Following up and providing feedback on ongoing cases
• On-site visits to users may occur
• Troubleshooting users' hardware, such as PCs, iPhones/iPads

QUALIFICATIONS

We are looking for someone with an interest in technology, who is service-oriented and enjoys problem-solving. You are communicative and can present solutions in a pedagogical and patient manner.

To succeed in this role, we believe you:

• Have good knowledge of Windows operating systems and the Office suite
• Are engaged, flexible, and service-oriented
• Enjoy problem-solving and are solution-oriented
• Have a good ability to prioritize and work with multiple active cases
• Can express yourself well in both spoken and written Swedish
• Have a B driver's license

Preferred qualifications include:

• Experience with phone support
• Experience working in a helpdesk with case management systems
• Knowledge of Active Directory

OTHER

At Tierp municipality, we focus on the well-being of our employees and therefore offer a wellness allowance of 3,000 SEK, the opportunity to salary exchange for extra vacation days, benefit bicycles, and other attractive benefits. We also strive to create a workplace with rich development opportunities.

Diversity is important to us, and we see our employees' different backgrounds, experiences, knowledge, and personalities as a valuable resource that enriches our municipality.

If you are not a citizen of Sweden, the EU, EEA, or Switzerland, you must be able to present a valid work permit or confirm that you are exempt from the requirement. Employment can only occur after we have verified this, in accordance with the Aliens Ordinance.

We ask you to submit your application digitally via Visma Recruit. Please do not send applications via email or in paper format. If you have a protected identity, please contact the recruiting manager directly and do not submit your application digitally.

We kindly but firmly decline all offers of assistance with advertising or recruitment.