TECHNOLOGY ANALYST 2

City of Toronto•Toronto, ON

6d•Onsite

About The Position

In this role you will provide desktop support for Information Technology hardware and software, and will provide implementation support for IT projects. The primary responsibilities as a Technology Analyst 2 will be varied. Specifically, you will: Provides desktop support for Information Technology hardware and software. Responds to enquiries from users regarding Information and Technology problem and service requests Consults with users concerning hardware/software problems and provides technical assessment, analysis and resolution of problems and issues. Extracts information required to diagnose and resolve problems. Installs and configures desktop-related hardware and software. Implements City-wide and Divisional hardware and software upgrades and projects. Co-ordinates and/or escalates with internal and external groups, including vendors, on resolution of technical problems. Follows up on problems and keeps users informed until the problems are resolved. Participates in team projects and makes recommendations to enhance the quality and efficiency of support. Provides inputs to the developments and improvements to current environment, policies and processes. Provides training to clients in use of desktop technology. Prepares documentation to facilitate transfer of knowledge. Provides input for statistics and drafts summary reports. Documents solutions to hardware/software problems for users and other IT staff. Collects and maintains asset inventory. Disposes of hardware and software. Performs desktop-related IT tasks in response to issues, client service requests, and operational requirements as assigned. Travels within the City of Toronto as required. Travels to other GTA locations for training and adhoc computer support.

Requirements

Post-secondary education in a computer-related field, or the equivalent combination of education and/or related Tier 2 Desktop Support experience.
Experience in a large, diverse computing and customer support environment providing desktop support.
Experience configuring and troubleshooting technical issues with Windows 10/11, Novell, Office 365, various web browsers (Chrome, Edge), Desktop Imaging, and mobile computing devices, such as Tablets, Notebooks, Toughbooks, Smartphones and handheld devices.
Experience and strong working knowledge of the functionality of Active Directory, Enterprise Security Level software
Extensive experience providing over-the-phone and in-person technical support while documenting requests and incident as per ITIL processes.
Ability to prioritize, plan, organize and work independently and cooperatively with others in a team environment.
Possession of a valid Ontario class "G" Driver's Licence and access to a properly insured vehicle.
Ability to lift objects (up to 40 lbs).
Ability to travel within the City Of Toronto as required.
Strong conceptual, analytical and problem-solving skills.
Commitment to customer service, performance quality and continuous improvement.
Excellent communication skills with the ability to convey, clearly and effectively to a variety of audiences.

Responsibilities

Provides desktop support for Information Technology hardware and software.
Responds to enquiries from users regarding Information and Technology problem and service requests
Consults with users concerning hardware/software problems and provides technical assessment, analysis and resolution of problems and issues.
Extracts information required to diagnose and resolve problems.
Installs and configures desktop-related hardware and software.
Implements City-wide and Divisional hardware and software upgrades and projects.
Co-ordinates and/or escalates with internal and external groups, including vendors, on resolution of technical problems.
Follows up on problems and keeps users informed until the problems are resolved.
Participates in team projects and makes recommendations to enhance the quality and efficiency of support.
Provides inputs to the developments and improvements to current environment, policies and processes.
Provides training to clients in use of desktop technology.
Prepares documentation to facilitate transfer of knowledge.
Provides input for statistics and drafts summary reports.
Documents solutions to hardware/software problems for users and other IT staff.
Collects and maintains asset inventory. Disposes of hardware and software.
Performs desktop-related IT tasks in response to issues, client service requests, and operational requirements as assigned.
Travels within the City of Toronto as required. Travels to other GTA locations for training and adhoc computer support.