Job Description

Major Responsibilities:
Reporting to the IT Operations Supervisor, this employee will provide technical support related to applications, computers, printers, and mobile wireless devices.

• Schedules workload and sets priorities including scheduling work with service provider
• Provides expertise and assistance in assessment, analysis, evaluation of alternatives and resolution of issues and problems in assigned areas including system review processes and IT hardware and software
• Liaises and coordinates with internal and external groups to resolve problems
• Recommends preventative solutions to mitigate recurrence of similar problems
• Develops and recommends improvements to current environment, policies and processes
• Acquires and disposes of hardware and software
• Advises desktop configuration management teams on hardware and software technologies and deployment alternatives
• Advises network management teams on hardware and software technologies, connectivity and backup and recovery alternatives
• Advises security management and control teams on security related technologies and access control alternatives
• Performs capacity planning
• Prepares training material for coaching clients
• Provides training to clients in use of technology
• Prepares statistics and drafts summary reports
• Prepares documentation to facilitate transfer of knowledge
• Installs, configures and deploys application, hardware and/or software and takes inventory of such assets including updating the Asset Management System and maintains profiles in Mobile Device Management tool
• Travels to off-site locations

Key Qualifications:

Your application must describe your qualifications as they relate to:

1. Post-secondary education in a relevant field such as Computer Science, Business Technology or the equivalent combination of education and/or experience.
2. Considerable experience providing IT technical support to clients.
3. Considerable experience configuring and provisioning wireless devices
4. Considerable experience with LAN/WAN/Wireless technology and network hardware.
5. Considerable experience with desktop/web/cloud applications and software and operating systems (e.g. Microsoft Office Suite and Microsoft Windows).
6. Considerable experience in diagnosing, troubleshooting and resolving issues with desktop software, web applications, hardware, mobile wireless devices, network connections, printers and multi-function devices.
7. Extensive experience providing over-the-phone and in-person technical support while documenting requests and incident.
8. Experience in developing and delivering training including needs assessment, program design, delivery, evaluation and related administration.

You must also have:

• Knowledge of systems and network hardware and software such as Novell Netware, Windows 10/11, Ethernet, IP, routers, switches, and network management tools (e.g. virus protection and server monitoring) and HP, XEROX and/or Lexmark multi-function devices.
• Knowledge of Service Management and Asset Management tools for incidents and service requests monitoring and updating hardware and software assets.
• Knowledge of configuring and administering automated software delivery, including the creation of packages for delivery.
• Knowledge of current and emerging technology, their application within the business and the ability to apply this knowledge in the development and support of in-house developed applications.
• Knowledge of ITIL processes and IT related policies.
• General knowledge of Occupational Health & Safety Act.
• Customer service skills working with clients, service providers, the general public and/or staff to address service inquiries, requests and/or complaints.
• Strong conceptual, analytical and problem solving skills.
• Excellent written and verbal communication skills and the ability to convey, clearly and effectively to a variety of audiences.
• Ability to lift/move IT equipment/boxes up to 40 lbs.
• Ability to vary work schedule based on operational requirements, i.e. work overtime based on Operational requirements.
• Ability to prioritize, plan, organize and work independently and cooperatively with others in a team environment.
• Ability to develop and communicate technical documentation, standards, procedures and preventative maintenance.
• May need a valid Ontario Class “G” Driver’s License and access to a personal vehicle as required to report to various work sites.

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:

City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City’s Internal Job Posting Portal.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

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Job Categories: Application Developer. Job Types: Full-Time. Salaries: Depends on Experience.

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