Client Support Agent

1 week ago

Mississauga, Ontario, Canada Independent Electricity System Operator (IESO) Full time

Client Support Agent (End User Support):

Date:
Feb 15, 2024

Location:

CA

Company:
Independent Electricity System Operator

INDEPENDENT ELECTRICITY SYSTEM OPERATOR (IESO)

Requisition ID:

19586

Location:

Mississauga, ON - Onsite

Status:

Regular

Business Unit:

Information & Technology Services

Number Required
2

Why join us?**You've got great skills. And you want to use them in an organization where you know what you do every day matters. We get that.

We also know that ensuring Ontarians have access to affordable and reliable power doesn't happen by accident.

So we give you the tools, flexibility and support you need to achieve your goals, and development opportunities to help you grow.

You'll thrive in a collaborative, team-based environment that values your unique skills and experiences - and recognizes that when you do better, we become even better too.


Who we are


The Independent Electricity System Operator (IESO) works at the centre of the province's power system, ensuring Ontarians have access to reliable and cost-effective electricity when and where they need it.

We operate the province's electricity grid 24/7, design, run and oversee the wholesale electricity markets, and plan and prepare to meet Ontario's electricity needs - now and into the future.


The opportunity

What you'll do

  • Complete lifecycle
    (install, configure, maintain, retire) management of desktop end user hardware computing environment, including laptops, desktops, telephones, printers, approved peripherals, etc.
  • Provide tier 2 support to IESO users for IT services. Handle triage of service requests, attempting to resolve them or escalate them to tier 3 support personnel, communicate progress in a timely manner based on agreed service levels.
  • Monitor IESO incident queues, accept, research, and provide resolution and closure in a timely fashion.
  • Monitor IESO request queues, accept, assess and complete standard requests in a timely fashion.
  • Provide technology support for IESO events including Board Meetings, Town Halls and Stakeholdering events. Includes support for Audio/Video equipment.
  • Followup with external service providers and other IT functional departments until call resolution is achieved.
  • Work both as a part of the IT team and closely with business users to provide accurate and timely information regarding systems concerns.
  • Provide back up support to other IT functions.
  • Maintain an inventory of installed hardware.
  • Maintain an inventory of installed software and maintain software license compliance.
  • Create and maintain procedures, guidelines, technical documentation etc. for end user computing environment.
  • Analyzing and making recommendations for hardware and software standards.
  • Support Patch Management activities, produce compliance reports and remediate noncompliant systems.
  • Systems administration and maintenance
  • Responsible for the moving of staff and end user computing equipment within and between IESO sites.

What you need to succeed

Education:

  • Indicated High School education and additional courses of 3 years in duration in the questionnaire, specifically a Information Technology Support Services (Coopprogram)
  • Requires a good knowledge of computer principles related to systems operation (including local area network, hardware, software and related computer equipment) to ensure information security and integrity and provide reliable systems support to users
  • Responsible for creating software installation documentation

Experience:

  • Experience in enterprise environment providing Service Desk support.
  • Experience in imaging new computers and deploying enduser hardware including printers, mobile devices, telephones and other specialized equipment.
  • Excellent understanding of Active Directory and user management.
  • Able to troubleshoot and search for solutions through available tools, internet, ticketing system, manuals, etc.
  • Knowledge of computer architecture and Networking.
  • Experience with IT Service Management Software such as Cherwell.
  • Experience installing, configuring, and maintaining all manners of end user hardware and associated equipment.
  • Experience in administering telephone systems.
  • Experience in administering printer/scanning hardware.
  • Experience in setting up enduser hardware.
  • Ability to create end user documentation.
  • Understanding of project management concepts and practice, including project lifecycle.
  • Able to work outside of normal business hours including evenings and weekends.
  • Experience in migrating to Windows 1
  • Experience in using tools such as Altiris for software packaging A period of up to four years is considered necessary to gain this experience.

What's in it for you

  • A comprehensive total rewards program, including bestinclass benefits and a flexible workplace
  • A challenging, fastpaced and collaborative team environment, where

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