IT Support Coordinator

1 week ago

Toronto, Canada Public Health Ontario Full time

**JR100995**

**IT Support Coordinator**

**Location**: PHO Corporate Office, 480 University Avenue, Toronto, ON

**Department**: Employee, Infrastructure Services

**The Role**:
To provide technical and administrative services to ensure the delivery of PHO training services, provision of meeting room technology and seminar and convention services.

To provide asset management, desktop and laptop maintenance and computer operating system imaging services and Tier1 and 2 support across PHO, including regional labs and offices.

Key Responsibilities
- Provides IT support services and coordination across PHO to meet the technical needs of customers during boardroom meetings, training, professional development activities, events (e.g., meeting room configurations, videoconferences, webinars), conducts site and room readiness inspections, maintains the Window Operating System image for meeting room computers and training laptops, provides troubleshooting of equipment including meeting room computers, audio/visual, training laptops, etc.
- Provides on-site and remote 1st and 2nd level support to PHO staff for downtown Toronto meeting room technical infrastructure.
- Provides remote 1st and 2nd level support to PHO staff for regional office meeting room technical infrastructure.
- Collaborates with service providers to provide 3rd level support for all PHO boardrooms across the province, in regional labs and offices.
- Coordinates booking and loans of training/loaner laptop computers and ensures these are maintained and technical problems are resolved.
- Provides one-on-one training to administrative staff or customer representatives on a range of boardroom related technologies including Creston Control Panel; Audio Bridge use and configuration; Webinar set-up and configuration; OTN set-up and configuration.
- Writes end-user documentation to support use of training laptops, desktops and associated devices and other meeting/boardroom technologies, and creates, updates and enhances Standard Operating Procedures, documentation and guidelines relative to the infrastructure and security services.
- Consults with Ontario Public Health Convention (TOPHC) organizers to elicit technical requirements and ensures that laptops and printers are equipped with software and other technology that meets event requirements and ensure onsite IT support is provided.
- Maintains the IT Asset Inventory (desktops, laptops, monitors, phones, etc.) and associated contracts and agreements and ensures timely returns or renewals to avoid penalties.
- Works with PHO IT Service provider (ITS Field Services) to ensure PCs and Laptops are configured with the PHO standard Windows operating system image for deployment by ITS Field Services.
- Provides 2nd and 3rd level technical support to problem resolution.
- Provides technical advice and support to PHO business staff and IMIT colleagues.
- Engages key stakeholders and undertakes post mortems on high severity incidents including documenting cause, impacts, resolution and recommendations to avoid recurrence and presents to senior staff and manager.
- Researches and evaluates new technologies, identifies those that can improve processes within IMIT and the business as a whole and recommends to Infrastructure, Network and Security Specialist.
- Other duties as assigned.

**Knowledge and Skills-**
- Knowledge of a range of audio, video, computing and software technologies as well as printer and wireless networks typically deployed in boardroom, training, meeting or convention environments to ensure that facilities and technology are matched to requirements and to facilitate problem resolution, maintenance and level 2 support activities.
- Knowledge of enterprise software such as SharePoint to provide level 1 support functions.
- Knowledge of building PC and laptop standard and custom software images to ensure that images are appropriate to need properly installed.
- Knowledge of facilities to ensure building management and contractors understand room and technology requirements and respond to changes when needed.
- Knowledge of formal IT hardware and software asset and inventory management processes and associated lease agreements or contracts to track asset life and expiry dates and arrange for return of assets or initiate extensions.
- Knowledge of PHO security requirements for desktop and mobile PCs to ensure proper protection and assist the Infrastructure, Network and Security Specialist.
- Planning and organizational skills to manage multiple activities, incidents, installs, requests for service, support, training and technical advice.
- Oral communication skills to gather and understand requests for meeting room, event and convention services and translate into a technical environment that meets customer needs.
- Oral communication skills to provide one on one training to administrative staff and customer representatives on use of technology.
- Written communication skills to create clear docu

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