Its Support Consultant

7 months ago

Waterloo, Canada Region of Waterloo Full time

**Job Req ID**:1027**Department**:Client ServicesITS Support Consultant

**Job Number**:1027**Job Type**: Full-Time
- **Temp Contract Length**:
**Location**: 99 Regina St S - Public Health & Community Serv
- **Job Category**: Information Technology
- **Number of Positions**:1
- **Department**: Client Services
- **Division**: Corporate Services
- **Hours of Work**: 35
- **Union**: CUPE 1883
- **Grade**: CUPE 1883 Grade 011
- **Salary Range**: $36.65 - $41.51 per hour**Our Story**:

- Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect and innovation.- This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.The Role
Duties/Responsibilities
- Provides technical support for handheld devices, including creating accounts on server and installing software on workstations. Configures and troubleshoots same and advises clients on best practices.
- Attends meetings with staff and technology committees to provide technical expertise in planning, implementation and use of systems software and other end-user related technology. Maintains knowledge and understanding of clients’ business functions to understand their technical requirements and provide workable solutions. Creates and maintains supporting documentation (e.g., committee reports, best practices documentation for clients).
- Assists supervisor with coordinating the installation and implementation of new technology, recommending changes and alternatives, and putting into place new practices relating to automation. Participates in feasibility studies and product evaluation by testing.
- Develops and maintains a knowledge base available to staff to effectively resolve commonly occurring client problems and concerns associated with information technology.
Additional Duties/Responsibilities
Removes spyware and adware software from PCs and restores default settings; installs security software and configures PCs to prevent future installation of same.
- Creates images for fast and efficient deployment of replacement PCs. Tests standardized computer images for each model of PC and laptop; develops and tests customized images. Modifies and updates same for specialized implementation/deployment, as required.
Ensures software and licensing policies are followed in accordance with software licensing agreements. Maintains and updates license server for specialty software.
- Assists supervisor with budget preparation by estimating resource needs for technology, forms management, and training. Updates and maintains computer inventory and equipment information.
- Contacts vendors for research, replacement parts, troubleshooting, and updates.
- Performs related duties as assigned.
Knowledge, Skills, and Abilities
Knowledge of computer technologies, specifically CPU architecture, VDUs, printers, and other equipment; LAN configuration topologies; cabling requirements; networking technology equipment; Microsoft Operating Systems; firewalls; data communications protocols (TCP/IP); virtual PCs; and software such as DOS; MS SCCM, Windows XP professional and Windows 7; Microsoft Office; Outlook, and Internet/Intranet, acquired through a minimum 3 year degree or diploma in Computer Systems Technology, plus 3 years of related work experience in PC hardware, software, and networks.
- Knowledge of and ability to comply with policies, procedures, and related legislation.
- Communication, facilitation, and presentation skills to conduct training programs; obtain technical assistance and information from suppliers; relate effectively with and instruct staff with a variety of computer skills and automation needs; and participate as an effective team member.
- Ability to write reports, project plans, statements of work, project schedules, system requirements, training, educational and instructional modules and packages, policies and procedures, and correspondence; and to tailor writing for explanatory and instructional use by staff, ensuring language is precise and understandable to specialists and clients with varied skill levels.
- Ability to express technical concepts to a non-technical audience. Ability to respond to user requests, and instruct individuals on methods of using new and modified equipment. Ability to present technical training programs to groups.
- Ability to operate and troubleshoot audiovisual equipment (e.g., multi-media projectors, overheads, computers, video conference unit).
- Ability to flex/alter hours to meet deadlines, and ma

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