IT Specialist

Reporting to the Manager, End User Services is responsible for conducting the work within the strategic framework of the cluster/division mandate, objectives and relevant policies and guidelines and in accordance with Information Technology Service Management (ITSM) principles.- Includes consulting, developing, planning, implementing and supporting technology solutions for WSIB’s desktop end users to successfully meet corporate goals and initiatives. In addition to providing high level technical and executive support, IT Specialists ensure that day-to-day IT security principles are adhered to and that end user activity complies with the WSIB’s policies and procedures.- Exercises a high degree of skill and competency which utilizes judgment and initiative in the performance of duties. Is required to work independently meeting with management to discuss direction of operations and projects and/or to receive general administrative direction.**Major Duties & Responsibilities**
- 1. Technical Support and Services
- Provide daily, tier 2 and 3 level operational remote and on-site support and services for all corporate owned, network connected devices
- Provide executive support services -remote and on-site, such as responding to requests and incidents per service level targets, and be available as required to independently monitor requests after hours/weekends
- Utilize the ticketing system to document knowledge articles, service requests, incidents, problems and change requests
- Adhere to the ITSM technical support model and functional/hierarchical escalation process to other tier 2 and 3 resolver teams, which may also include triggering a Major Incident (MI) and facilitating the resultant MI process
- Ensure, educate and enforce WSIB corporate and IT Security policies
- Administering the change management process
- Coordinate on occasion activities of and provide direction to service providers on computer hardware, software, mobility and print solutions, data/voice/video communications & servers, etc
- Provides necessary technical support in document management including production printing and mass mailing.
- Incident Ticket and Service Request fulfilment and tracking as per WSIB and ITIL framework and policies.
- 2. Software and Image Management
- Contribute to the ongoing management and maintenance of the Windows desktop images based on leading industry practices and user experience, including input and recommendations for changes, i.e. via Group Policy Objects (GPOs)
- Manage and coordinate ongoing software compatibility, patch management and testing with the business, service providers and support teams
- For software packaging requests, document installation instructions for service provider execution, conduct functional testing and coordinate with the business for user acceptance testing, and other support teams for performance and compatibility testing and sign-off.
- 3. Business Analysis and Technology Support
- Be a driver for innovation. Research, analyze, and recommend technical solutions to integrate and improve efficiency of information technology systems, and incorporate emerging technology and operational best practices
- Provide expert advice involving new requirements/technology or enhancements to existing information technology environments
- Lead end user technology consultancy assignments which involve specialists from various disciplines, and take responsibility for the quality, timely delivery and appropriateness of the team’s recommendations, such as efficient and where possible automated solutions to business processes
- Co-lead End User Services projects and initiatives
- Analyze business requirements based on WSIB standards and knowledge of available hardware and software products, develop technology specifications, evaluate alternative solutions and recommend appropriate technology through the process of:

- Preparing internal proposals, initiating and processing orders
- Interfacing with service providers and managing client expectations on requirements
- Ensure the necessary resources (i.e. equipment, systems, software, etc.) needed for the corporate and ITC solutions are identified to management/leads
- 4. Mobility Support and Reporting
- Utilize the ticketing system to document knowledge articles, incidents, problems and change requests
- Prioritize and execute tasks in a time sensitive environment
- Adhere to the ITSM escalation process to Tier 2 and 3
- Act as a liaison between the business and the service provider
- Ensure and enforce WSIB corporate and IT Security policies
- Escalate break-fix incidents and issues/inquiries arising from end users regarding their mobile devices and/or Mobile Device Management (MDM) solution to tier 2 (warranty repair and maintenance)
- Support the generation of reports (usage, costing, trends, etc.) as requested by various departments and/or senior management
- Ensure that all users who have a WSIB-issued mobile device have appropriate