Team Lead, Support Analysts

4 weeks ago

Toronto, Canada Legislative Assembly of Ontario Full time

Are you ready to embark on an extraordinary journey to shape the future of Ontario's Legislative Assembly, with innovation and excellence in parliamentary operations? At the Office of the Assembly, we're not just supporting Parliament; we’re a dynamic team dedicated to driving change and making an impact every day.

At the heart of our mission is to provide non-partisan administrative and procedural services to all MPPs, along with operational support for the daily activities of the Legislative Assembly of Ontario. Our success is intricately tied to the strength and diversity of our staff, as we champion our core values: integrity, inclusiveness, collaboration, and excellence.

Looking for a rewarding career where you can share your expertise in a Team Lead, Support Analysts capacity? Seize this opportunity to embody our organizational values within our Technology Services Branch. As a valued member of our team, reporting directly to the Manager, Service Desk, you will collaborate closely with a dynamic group of IT professionals.

Click here for a detailed look at the position description

**What You’ll Do**:
**You’ll act with integrity to**:

- Exercise judgement, tact and discretion while providing services in a sensitive political work environment
- Prepare shift schedules for the Service Desk staff, assign installation and maintenance work and supervise reoccurring reports from help desk and call centre software according to branch procedures.
- Act as project leader for end-user installation projects ensuring business needs and deadlines are met.
- Conduct analytics and administration of the planning and installation of workstations.
- Perform and coordinate hardware and software installations, equipment moves and user onboarding/offboarding activities.

**You’ll support our collaboration as you**:

- Provide leadership to the team of Support Analysts who provide first level support to users of computer systems and related equipment, acting as the final reviewer before call escalation.
- Problem-solve to resolve IT incidents quickly, in a high-pressure ITIL Service Desk environment.
- Work collaboratively with internal clients, providing support to minimize interruptions in computer services.

**How You Qualify**:
**You demonstrate excellence through your**:

- Post-secondary degree in Information Technology or equivalent related work experience, and minimum of 3 years’ experience delivering IT services in a team environment.
- Expertise in current Microsoft Technologies e.g. Cloud Computing, Office 365, Azure and Active Directory Management using PowerShell.
- Expert knowledge of Desktop Compute environment: Windows 11 and Microsoft Office 365.
- Experience in Supporting users interactively onsite and remotely using VPN, VoIP.
- Familiarity with LAN, WAN Networking protocols e.g. TCP/IP, DNS, DHCP and RDP.
- Previous experience on a Service Desk ticketing system, processing telephone inquiries, and remote user support is a definite asset.
- Strong service-oriented attitude complemented by a good understanding of customer service as well as well-developed oral and written communication skills.
- Experience with project teamwork, writing technical documentation and researching technology issues.

**Here’s what awaits you**:

- A dynamic, unique work environment
- A team of dedicated professionals
- A comprehensive benefit and pension package including a comprehensive short term sickness plan and personal days
- Support for your career through training and development
- Access to an employee and family assistance program

If you’re ambitious, passionate, and ready to make your mark, seize the opportunity by selecting "" at the bottom of the page.

Join us in shaping the future of Ontario's Legislative Assembly. Your journey starts here

While we appreciate your interest in obtaining employment with the Legislative Assembly of Ontario, only those selected for an interview will be contacted.

LI-Onsite

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