IT Support Coordinator

6 months ago

Toronto, Canada Workplace Safety and Insurance Appeals Tribunal Full time

The Workplace Safety and Insurance Appeals Tribunal (WSIAT) is a highly specialized adjudicative tribunal that hears appeals of final decisions of the Workplace Safety and Insurance Board. The WSIAT is currently seeking a highly motivated, experienced professional to join the team as an IT Support Coordinator. In this role you will provide first point of contact for technical incident reporting, technical support, diagnostics and problem resolution. The salary range for this position is $1,033.05 -$1,239.25 per week.

**OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism**: We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

Visit the
**OPS Anti-Racism Policy** and the
**OPS Diversity and Inclusion Blueprint** pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's
**Human Rights Code**. Refer to the "How to apply" section if you require a disability-related accommodation.

**What can I expect to do in this role?**: Working under the direction of the Associate Director, Information Technology and Support, the IT Support Coordinator will:

- Provides First Point of Contact (FPOC) end user support services for routine technology and information services
- Identifies the nature of each inquiry and determines end-user requirements.
- Provides information, and specific support to guide the end-user caller in the use of specific hardware/software features.
- Creates and manages incident requests in our helpdesk ticketing system including knowledge base documentation of resolutions.
- Troubleshoots issues to resolve problems with desktop computers and their peripherals (e.g. monitors, printers, scanners, mobile phones and MiFis).
- Records the nature and source of inquiries and reported problems and the information provided and/or the diagnostic, resolution or escalation actions taken in response to the inquiry.
- Maintains effective client relationships through the service request process.
- Assists in the analysis of frequent/recurring problem incidents, identifies problem trends, provides input to the determination of underlying causes of problems and proposes viable solutions to staff in the department.
- Drafts procedural instructions and guidelines as per Manager's direction.
- Assists as a technical support resource on projects related to the set-up, implementation and roll-out of network/software upgrades, working within a specified and detailed project plan.

**How do I qualify?**:
**Knowledge, Skills and Abilities**:
**Knowledge and Technical Skills**:

- Knowledge and experience working with common end-user operating systems including Windows, OSX, iOS, and Android).
- Knowledge and experience working with support and security tools including antivirus, TeamViewer and RSA security tokens and VPN connectivity.
- Knowledge and experience of ITIL and using ITSM tools including functions such as service desk, incident management, problem management, asset management, etc.).
- Knowledge of ITS Help Desk standard operating policies, procedures and practices.
- A+ certification is an asset.

**Organizational and Analytical Skills**:

- Analytical and problem-solving skills in order to accurately and efficiently diagnose and trouble shoot routine problems on end users' systems.
- Organizational skills to multi-task and set priorities.

**Communication and Interpersonal Skills**:

- Strong customer services skills to engage with end users, interpret and resolve first level technical support requests.
- Interpersonal skills to service a diverse end user group and facilitate teamwork within the department.
- Oral and written communication skills to assist in the preparation of reporting requirements, guidelines training material and procedures.
- Communication skills in order to communicate technical solutions to non-technical audiences.

1. Please log onto your ADP account and select Myself>Talent>Career Centre.

2. Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, please show how you demonstrated the requirements for this job.

1. Please submit your resume and cover letter through our online
**WSIAT Careers Centre**
2. Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, please show how you demonstrated the requirements for this job.

The Workplace Safety and Insurance Appeals Tribunal is an inclusive employer.

Accommodation is available under the Ontario Human Rights Code.

The OPS is transitioning to bilingual external job ads. French translations of job ads are currently available for some English language positions and all

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