APPLICATION & TECH SUPP SPEC 3

City of Toronto•Toronto, ON

10d•CA$42 - CA$46•Onsite

About The Position

The Application & Technical Support Specialist 3 provides technical support and front-line troubleshooting related to application, desktop, network, security and access management to enable Toronto Water staff to deliver essential services effectively and reliably.

Requirements

Experience delivering end-user technical support in a professional environment, including asset management, hardware deployment, authentication services, file/print services and remote access.
Experience maintaining desktop and mobile computing hardware, software and client/server operating systems.
ITIL certification and CompTIA A+ or other additional recognized certifications (e.g. Microsoft Certification, Microsoft Modern Desktop Administrator Associate, CompTIA Security+).
Valid Ontario Class G driver's license and access to a motor vehicle for business travel within the GTA.
Post-secondary education in Computer Science, Business/Information Technology or an equivalent combination of education and related experience.
Ability to lift/move equipment/boxes up to 40lbs.
Knowledge of current/emerging computing technologies.
Ability to work under time constraints and meet deadlines.
Ability to work independently or cooperatively within a team.
Ability to work on several projects concurrently.
Good analytical and organizational skills.
Detail oriented with demonstrated problem solving abilities.
Excellent interpersonal, listening, verbal and written communication skills, with the ability to convey information to both technical and non-technical audiences.
Strong customer service focus, teamwork and collaboration skills.
Demonstrated analytical thinking, sound judgment, and effective problem-solving in complex technical environments.
Ability to organize, prioritize, and manage multiple tasks to meet operational deadlines.
Commitment to promoting equity, diversity, inclusion and respectful workplaces.
Availability for after-hours emergency support and scheduled standby rotation.

Responsibilities

Provide advanced technical support for desktops, laptops, mobile devices and line-of-business applications, frequently traveling to off-site Toronto Water locations including treatment plants, yards and administrative offices.
Deliver exceptional customer service, ensuring timely resolution while adhering to established service standards.
Participate in hardware/software deployments, configuration, upgrades, and lifecycle maintenance.
Document and track support cases, ensuring accuracy, proper escalation and compliance with SLAs.
Assist with the identification and resolution of issues and problems.
Configure and maintain endpoint infrastructure.
Participate in information security investigations, threat analysis, mitigation activities and incident response.
Assist with administering data security, access control and authentication mechanisms.
Liaise with internal and external stakeholders to resolve issues, recommend preventative solutions, and support continuous improvement initiatives.
Contribute to technical documentation, training materials and user guidelines.
Assist with the preparation of executive-level reports summarizing findings, metrics or recommendations.
Participate in the evaluation of technologies, tools, and processes, providing recommendations for service enhancements.
Provide training to clients in use of technology.