Job Category: Information & Technology
Division & Section: Public Health, PH Finance & Administration
Work Location: , 277 Victoria St.
Job Type & Duration: Full-time, 2 Temporary (10 month) vacancies
Hourly Rate: $41.67 - $45.66
Shift Information: Mon-Fri 7hrs/day 35hrs/wk per week,
Affiliation: L79 Full-time
Number of Positions Open: 2
Posting Period: 22-Feb-2021 to 08-Mar-2021
Reporting to the IT Operations Supervisor, this employee will provide technical support related to applications, computers, printers, and mobile wireless devices.
Provides expertise in assessment, analysis, evaluation of alternatives and resolution of issues and problems in assigned areas
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 division wide user administration of equipment, i.e. planning, implementation, monitoring and control for existing and new features and equipment including physical set up, device administration and inventory controls;
Provides assistance and technical support in the system review process, including planning, assessment, design and documentation of telecommunication systems for existing systems, upgrades and enhancements;
Ensures proactive action is taken in the operation, installation and support of the City’s telecommunications systems, solutions and services
Reviews requests for wireless device services with clients, which includes advising client on most suitable options. Determine feature requirements and oversee the ordering and implementation of mobile telecommunications services
Installs and rolls out application, hardware and/or software and takes inventory of such assets including updating the Asset Management System
Configures and deploys telecommunications equipment to staff;
Maintains profiles in Mobile Device Management tool;
Liaises and coordinates with internal and external groups to resolve problems
Liaises with I&T divisional staff regarding telecommunications equipment, solutions and services;
Maintains records of telecommunications account/number and equipment inventories, prepare activity reports and usage review/analysis;
Schedules work with service provider technical staff;
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
Schedules workload and sets priorities
Travels to off-site locations
Your application must describe your qualifications as they relate to:
Post-secondary education in computer science, business technology or the equivalent combination of education and/or experience.
Considerable experience in a technical client support function
Considerable experience with LAN/WAN/Wireless technology and network hardware, software and operating systems (i.e. Novell, Windows, desktop, configuration, etc.).
Considerable experience with desktop and web applications (i.e. Microsoft Office Suite, Microsoft Outlook, Microsoft Project, etc.).
Considerable experience in diagnosing, troubleshooting and resolving issues with desktop software, web applications, hardware, mobile wireless devices, network connections, printers and multi-function devices
Experience configuring and provisioning wireless devices using a Mobile Device Management tool (i.e. AirWatch, etc.)
Experience in developing and delivering training including needs assessment, program design, delivery, evaluation and related administration.
You must also have:
Knowledge and understanding of systems and network hardware and software such as Novell Netware, Windows 7/8.1/10, 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 and understanding in HP Service Manager, or equivalent tool, for incidents and service requests monitoring
Knowledge and understanding in HP Asset Manager, or equivalent tool, for updating hardware and software assets
Knowledge of configuring and administering automated software delivery, including the creation of packages for delivery.
Knowledge of 3G/4G, LTE and later mobile communications technologies.
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.
Ability to lift/move equipment/boxes up to 40lbs.
Ability to report to various work sites.
Ability to vary work schedule based on operational requirements, i.e. work overtime based on Operational requirements.
Willing to work for extended periods within both directly operated and community shelters for technical support.
Customer service skills working with clients, service providers, the general public and/or staff to address service inquiries, requests and/or complaints.
Knowledge of ITIL processes. ITIL certification would be an asset.
Fundamental working knowledge of a project methodology and various levels of system and/or application testing.
Knowledge of I&T related policies including Acceptable Use Policy and Mobile Device Policy
Ability to prioritize, plan, organize and work independently and cooperatively with others in a team environment
Strong conceptual, analytical and problem solving skills
Proven commitment to customer service, performance quality and continuous improvement
Excellent written and verbal communication skills and ability to convey, clearly and effectively to a variety of audiences
Ability to develop and communicate technical documentation, standards, procedures and preventative maintenance
Ability to interact with all levels of staff to facilitate training, monitoring and resolution reporting
General knowledge of Occupational Health & Safety Act
A valid Ontario Class "G" Driver's License and access to a personal vehicle for work is asset
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.
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.