APPLICATION & TECH SUPP SPEC 2

City of Toronto•Toronto, ON

3d•CA$47 - CA$52•Onsite

About The Position

This is a full-time, permanent position within the Legal Services, Legal Administration division at Metro Hall, 55 John Street. The role involves providing technical support and expertise in various IT areas, including hardware and software configuration, network management, security, and client support. The position requires scheduling workload, setting priorities, and liaising with internal and external groups to resolve issues. The successful candidate will also be responsible for developing and recommending improvements, acquiring and disposing of hardware/software, and preparing training materials and documentation.

Requirements

Post-secondary education in computer science, business technology, information technology or related discipline, or an equivalent combination of education and/or relevant work experience.
Extensive experience providing desk-side and remote (telephone) client support to end users, including high-profile clients, with experience working with vendors and business stakeholders.
Considerable experience supporting business applications and hardware such as Windows 10/Windows 11, Microsoft Office 365, Adobe, Cisco phones, Android and iOS wireless devices, multi-functional printers, etc.
Experience providing technical support in areas relating to the operation of various wireless, mobile and remote access technology e.g. WiFi, VPN remote access, etc.
Must possess and maintain a valid Ontario Class “G” Driver’s License, have access to a personal vehicle for travel to various work sites, and be eligible to obtain and maintain a City Driver’s Permit.
Excellent organizational, conceptual, analytical, problem solving and multi-tasking skills with the ability to set priorities, co-ordinate 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.
Proven commitment to delivering superior customer service, performance quality and continuous improvement.
Proven ability to diagnose, troubleshoot, and resolve desktop software, hardware, network connection, printer, mobile device and web application problems.
Advanced knowledge of a variety of software including eDiscovery (Summation, Relativity), Document Management (iManage, NetDocuments) Microsoft Office Suite (i.e. Word, Excel, Access, Outlook) and various desktop/SaaS applications.
Demonstrated ability to work effectively within a dynamic team setting and/or project environment.
Ability to lift/move equipment/boxes up to 40lbs.
Ability to travel to various sites and/or work locations within the City of Toronto.
Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity, and respectful workplaces.

Responsibilities

Schedules workload and sets priorities.
Provides expertise in assessment, analysis, evaluation of alternatives and resolution of issues and problems in assigned areas.
Liaises and coordinates with internal and external groups on resolution of 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.
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 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.
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.