APPLICATION & TECH SUPP SPEC 1

City of Toronto•Toronto, ON

4d•Onsite

About The Position

The Application & Technical Support Specialist 1 provides advanced technical support, infrastructure services, and front-line troubleshooting to enable Toronto Water staff to deliver essential services effectively and reliably.

Requirements

Considerable experience delivering end-user technical support in a large enterprise environment, including asset management, hardware deployment, authentication services, file/print services and remote access.
Strong, hands-on experience supporting enterprise meeting rooms, including diagnosing and resolving audio, video, and screen-sharing issues, as well as supporting in-the-moment meeting escalations.
Considerable experience maintaining desktop and mobile computing hardware, client/server operating systems, plus four (4) or more of the following: Unified Endpoint Management tools, Cloud and on-prem platforms and technologies, Mobile Device Management tools, Application Delivery Platforms, Directory Services & DNS, Privileged access & secure remote support, Scripting languages, Audio visual and digital signage systems, Field Devices Management tools, Printer Management tools, Assets Management tools, Software Lifecycle Management tools.
Considerable experience configuring, administering and maintaining permissions, security and user rights in an Active Directory domain environment.
Must have ITIL certification, CompTIA A+ plus one or more additional recognized certifications (e.g. Microsoft Certification, Microsoft Modern Desktop Administrator Associate, CompTIA Security+).
Support ticketing system as required
PowerShell or scripting experience for basic automation
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, communication, cloud and datacenter 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.
Good verbal and written communication 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 orientation 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.
Ability to develop procurement documentation and formal requests for technology services/equipment.
Ability to build and maintain stakeholder relationships across diverse teams.
Commitment to promoting equity, diversity, inclusion and respectful workplaces.
Availability for after-hours emergency support and scheduled standby rotation.

Responsibilities

Frequently travel to off-site Toronto Water locations, including treatment plants, yards and administrative offices, to provide advanced technical support for audio-visual room configuration, field devices, desktops, laptops, mobile devices, printers, and line-of-business applications.
Deliver exceptional customer service, ensuring timely resolution while adhering to established service standards.
Plan and execute hardware/software deployment, configuration, upgrades, and lifecycle maintenance.
Document and track support cases, ensuring accuracy, proper escalation and compliance with SLAs.
Leads team in identification and resolution of issues and problems.
Configure and maintain server, network and endpoint infrastructure.
Participate in information security investigations, threat analysis, mitigation activities and incident response.
Manage data security, access control, authentication mechanisms and Active Directory administration.
Liaise with internal and external stakeholders to resolve issues, recommend preventative solutions, and support continuous improvement initiatives.
Develop technical documentation, training materials and user guidelines.
Prepare executive-level reports summarizing findings, metrics or recommendations.
Participate in the evaluation of technologies, tools, and processes, providing recommendations for service enhancements.
Perform capacity planning, maintaining assets inventory and tracking software lifecycle information
Provide training to clients in use of technology.