Senior Specialist, Information Technology
3 weeks ago
Application Deadline Date
October 29, 2024
Job Location
Montreal
Expected Start Date
October 29, 2024
The employer is committed to creating an inclusive and diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status or disability.
The employer welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Reporting to the Manager, Information Technology Operations, the Senior Specialist, Information Technology leads the helpdesk function for the business and provides on-site and remote support, maintenance, and implementation of information technology. This role is the first point of escalation on support requests (Tier 3) and is responsible for the accuracy and maintenance of COC hardware and software inventory controls. The Senior Specialist is also responsible for maintaining support Service Level Agreement (SLA)’s to the business and providing feedback to department leaders to identify changes required in support delivery model.
LOCATION
This position will be located in the COC office in Montreal, QC, at 500 René-Lévesque Boulevard West.
CORE RESPONSIBILITIES AND PRIORITIES
- Manage a team of two (2) Technical Support Specialists located in each office (MTL/TO), including establishment of annual objectives and development plans, ongoing feedback and performance reviews, and assignment of work and projects.
- Lead the daily helpdesk operations, including employee on-site scheduling, prioritizing support requests, and coordinating coverage for special events.
- Provide ongoing routine technical support to existing information systems and applications.
- Manage day-to-day operations of technical support and ensure the Technical Support Team can troubleshoot technical issues.
- Provide on-call and after-hours support for critical issues on an as-needed basis.
- Identify urgent support issues for escalation to Manager, Information Technology Operations.
- Work with Manager, Information Technology Operations to ensure users are working in a secure environment and changes to systems are communicated and adopted.
- Maintain inventory control for COC assets.
- Assist in planning and on-site execution at Games on Technology and Resource Planning.
- Continuously train staff on computer software to minimize repeated questions.
- Manage and maintain on-site A/V technology.
- Support users through onboarding and orientation.
- Assist and support other Information Technology team members for the purpose of backup, issue resolution, and to do other work, as required.
- Other duties, as assigned.
QUALIFICATIONS AND CRITICAL SKILLS
Education and Experience
- Post-Secondary education in computer science or demonstrated equivalent experience with specialization in technical support.
- 3-5 years of IT experience (desktop support).
- Experience providing in-person and remote technical support.
- Experience leading a technical support team.
Skills and Abilities
- Working knowledge of the following products: Microsoft Server family, Microsoft Windows Operating Systems, Microsoft Office.
- MCSA/MCITP/AWS Professional Certificates/designations are a benefit.
- Sound technical, problem-solving, and analytical abilities.
- Experience with a range of computer and networking software and hardware systems, web services, and related technologies; LAN/WAN layout and troubleshooting; infrastructure requirements and standards; computer security systems, applications, procedures, and techniques.
- Good knowledge of mobile devices and how to manage and secure them.
- Good knowledge of established internal and external IT standards and methodologies.
- Detail-oriented with strong organizational skills.
- Well-developed communication skills, both written and verbal.
- Able to work under pressure.
- Demonstrates and embodies the COC values of Accountability, Excellence, Fun, Respect, and Bravery.
COMPENSATION
Competitive salary based on experience, excellent benefits package.
CONTACT
Please submit your cover letter and resume by October 29, 2024.
The COC is committed to ensuring our recruitment and selection processes and work environment are inclusive and barrier-free. At the COC, we celebrate and welcome the diversity of all employees and believe that having a team of individuals with different backgrounds, views, experience, and capability working together makes us stronger and better as an organization.
Accommodation is also available upon request for individuals taking part in all stages of our recruitment and selection processes. Please advise the recruiter to ensure your accessibility needs due to a disability are accommodated. Information received relating to accommodation will be addressed confidentially.
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