APPLICATION & TECH SUPP SPEC 2

• Division & Section: Public Health, Operation and Business Services, Information & Technology
• Work Location: Various, Primarily 399 The West Mall, Etobicoke, ON M9C 2Y2
• Job Type & Duration: Temporary (Approximately 11 month) vacancy
• Hourly Rate and Wage Grade: $43.58 - $47.75, TF0188, Wage Grade: 13
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: L79 Full-time
• Number of Positions Open: 1 (One) only
• Posting Period: 29-Oct-2024 to 13-Nov-2024

Major Responsibilities:

• Schedules workload and sets priorities.
• Provides expertise in assessment, analysis, evaluation of alternatives and resolutions of issues & problems in assigned areas.
• Liaises and coordinates with internal & external groups on resolution of problems.
• Recommends preventative solutions to mitigate recurrence of similar problems.
• Develops and recommends improvements to current environment, policies & processes.
• Acquires and disposes of hardware and software.
• Configures network and server-related hardware and software.
• Advises desktop configuration management teams on hardware & software technologies and deployment alternatives.
• Advises network management teams on hardware & software technologies, connectivity, and backup & recovery alternatives.
• Advises security management & 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.
• Supports the centralized management of access control.
• Installs and rolls out application, hardware and/or software and takes inventory of such assets.
• Travels to off-site locations.

Key Qualifications:

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.
• Extensive experience providing over-the-phone and in-person technical support while documenting requests and incidents as per ITIL processes.
• Considerable experience with LAN/WAN/Wireless technology and network hardware, software and operating systems (i.e. Novell, Windows, Mac OS, desktop configuration, etc.), as well as 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.
• Considerable 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:

• Excellent organizational, conceptual, analytical, problem-solving and multi-tasking skills with the ability to set priorities, coordinate a diverse workload and meet tight deadlines.
• Excellent interpersonal, oral and written communication skills to provide troubleshooting support, prepare technical documentation and reports on problems and to deal effectively with staff at all levels within the organization.
• Commitment to delivering superior customer service, performance quality and continuous improvement.
• Ability to work effectively within a dynamic team setting and/or project environment.
• Knowledge and understanding of systems and network hardware and software such as Novell Netware, Windows 7/8.1/10, Mac OS, 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 of malware, ransomware and other security threats to end point infrastructure.
• Knowledge and understanding of security configurations for devices accessing the City's Network.
• Knowledge and understanding of externally hosted cloud-based solutions.
• Knowledge and understanding of HP Service Manager, or equivalent tool, for incidents and service requests monitoring.
• Knowledge and understanding in HP Asset Manager, ServiceNow 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 4G/5G, 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.
• 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, Cyber Security Policy, and Mobile Device Policy.
• Knowledge of I&T related standards such as the Access Control Standard.
• Ability to prioritize, plan, organize and work independently.
• 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 and Safety Act.
• May need a valid Ontario Class "G" Driver's License and access to a personal vehicle as required to report to various work sites.
• Ability to lift/move equipment/boxes up to 40lbs.
• Ability to report to various work sites.

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.