Major Responsibilities:

• Schedules workload and set priorities.

• Provides expertise in assessment, analysis, evaluation of alternatives and resolutions of issues & problems in assigned areas.

• Liaises and co-ordinates 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.

• Monitors and maintains access and security of data and infrastructure.

• Configuration of server 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, configures and deploys applications, hardware and/or software and takes inventory of such assets including updating the asset management system (ServiceNow, HP Asset Manager) and maintains profiles in mobile device management tool (Omnissa).

• Travels to other TPH locations.

Key Qualifications:
Your application must describe your qualifications as they relate to:

1. Post-secondary education in computer science, business technology or an equivalent combination of education and/or relevant work experience.

2. Extensive experience providing over-the-phone and in-person technical support while documenting requests and incident as per ITIL processes.

3. Considerable experience with LAN/WAN/Wireless technologies, including network hardware, software, and operating systems (i.e. Novell, Windows, and MacOS), as well as desktop configuration and support, along with desktop and web applications (i.e. Microsoft Office Suite, Microsoft Outlook, and Microsoft Project, etc.).

4. Considerable experience in diagnosing, troubleshooting and resolving issues with desktop software, web applications, hardware, mobile wireless devices, network connections, printers and multi-function devices.

5. Considerable experience configuring and provisioning wireless devices using a Mobile Device Management tool (i.e. 4G/5G, LTE mobile communications technologies, Omnissa, etc.).

6. Experience in developing and delivering training including needs assessment, program design, delivery, evaluation and related administration.

You must also have:

• Must possess and maintain a valid Ontario Class “G” Driver’s License and have access to a personal vehicle to travel to various work sites.
• Excellent organizational, analytical, problem-solving and multi-tasking skills with the ability to set priorities, manage a diverse workload and meet tight deadlines with the ability to work independently with minimal supervision as well as collaboratively within a team environment.
• Excellent interpersonal, oral and written communication skills, with the ability to provide troubleshooting support, prepare technical documentation and incident reports, and work effectively with staff at all levels within the organization.
• Strong commitment to customer service, performance quality, and continuous improvement.
• Ability to work effectively within a dynamic team setting and/or project environment.
• Knowledge of malware, ransomware, and other endpoint security threats, as well as security configurations for devices accessing the City’s network.
• Knowledge and understanding of externally hosted cloud-based solutions.
• Knowledge of configuring and administering automated software delivery, including the creation of packages for delivery.
• Knowledge of I&T-related policies, including Acceptable Use Policy, Cyber Security Policy, and Mobile Device Policy.
• Ability to lift/move equipment or boxes up to 40lbs.
• General knowledge of the Occupational Health and Safety Act and other relevant legislation.
• Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity, and respectful workplaces.