Application & Tech Supp Spec 2

2 weeks ago

Toronto, Canada City of Toronto Full time

**Job ID**: 43959

**Job Category**:Information & Technology

**Division & Section**:City Clerk's, City Clerk's Member Svcs & Prog Support

**Work Location**:City Hall,** **100 Queen St W, Toronto, M5H 2N1

**Job Type & Duration**:Full-Time, Temporary Vacancy (12 months)

**Hourly Rate and Wage Grade**:$43.58 - $47.75

**Shift Information**: Monday to Friday, 35 hours per week

**Affiliation**: L79 Full-time

**Number of Positions Open**: 1

**Posting Period**: 05-Feb-2024 to 20-Feb-2024

Reporting to the Supervisor of Client Services, the Application and Technical Support Specialist 2 (ATSS2) is a member of the Client Service team who are responsible for ensuring the day-to-day availability and maintenance of the technology systems required to support the Members of Council, Accountability Offices, and the City Clerk’s Office.

**Major Responsibilities**:

- Schedule workload and set priorities.
- Provide expertise in assessing, analyzing, and resolving issues and problems in assigned areas.
- Collaborate with internal and external groups to coordinate and liaise on problem resolution.
- Recommend preventative solutions to mitigate recurrence of similar problems.
- Develop and recommend improvements to current environment, policies & processes.
- Acquire and dispose of hardware and software.
- Configure network and server-related hardware and software.
- Advise desktop configuration management teams on hardware & software technologies and deployment alternatives.
- Advise network management teams on hardware & software technologies, connectivity and backup & recovery alternatives.
- Advise security management & control teams on security-related technologies and access control alternatives.
- Perform capacity planning.
- Prepare training material for coaching clients.
- Provide training to clients in use of technology.
- Prepare statistics and draft summary reports.
- Prepare documentation to facilitate transfer of knowledge.
- Prepare targeted communication messages from corporate notifications or create specific targeted messages if the IT incident is handled by Clerk’s IT.
- Support the centralized management of access control.
- Travel to off-site locations for IT support.

**Key Qualifications**:

- Post-secondary education in computer science, business technology or the equivalent combination of education and/or experience.
- Extensive experience in over-the-phone and in-person technical support, documenting requests and incidents following ITIL processes.
- Experience with technologies such as Zscaler, Cisco Finesse, Cisco Webex, Cisco Jabber, Cisco IP phones, F5 VPN BIG-IP, RSA, ServiceNOW, OpenText Open Enterprise Server (OES), eDirectory, Micro Focus iManager and Active Directory Services.
- Considerable experience in supporting Executives when thoughtfully diagnosing, troubleshooting and resolving issues with desktop software, web and multi-function devices.
- Considerable experience configuring and provisioning wireless devices using a Mobile Device Management tool (i.e. AirWatch, etc.).
- Experience in developing and delivering training including needs assessment, program design, delivery, evaluation and related administration.

**You must also have**:

- Excellent organizational, conceptual, analytical, problem solving and multi-tasking skills with the ability to set priorities, co-ordinate a diverse workload and meet tight deadlines.
- Excellent interpersonal, oral and written communication skills to provide troubleshooting support, prepare technical documentation and reports on problems and to deal effectively with staff at all levels within the organization.
- Commitment to delivering superior customer service, performance quality and continuous improvement.
- Ability to work effectively within a dynamic team setting and/or project environment.
- Flexibility in adapting to shifting priorities in response to business demands.
- Knowledge and understanding of systems and network hardware and software such as Novell Netware, Windows 10, Mac OS, Ethernet, IP, routers, switches, and network management tools (e.g. virus protection and server monitoring).
- Experience with HP multifunction printers.
- Knowledge and understanding of malware, ransomware and other security threats to end point infrastructure.
- Knowledge and understanding of security configurations for devices accessing the City's Network.
- Knowledge and understanding of externally hosted cloud-based solutions.
- Knowledge and understanding of HP Service Manager, or equivalent tool, for incidents and service requests monitoring.
- Knowledge and understanding in HP Asset Manager, or equivalent tool, for updating hardware and software assets.
- Knowledge of configuring and administering automated software delivery, including the creation of packages for delivery.
- Knowledge of 3G/4G, LTE and later mobile communications technologies.
- Knowledge of ITIL processes. ITIL certification would be an asset.
- Knowledge of IT-related pol

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