Information and Technology Services

Job Number:

- J0625-0105
- Posting Date:

- June 12, 2025
- Closing Date:

- June 20, 2025
- Job Title:

- Workspace Technology Analyst
- Branch/Department:

- 120 Martin Ross
- Division:

- Information & Technology Services
- Employment Type:

- Permanent Full Time
- Status:

- Full-Time
- # of Open Positions:

- 7
- Salary:

- $62,626.20 - $70,707.00
- Pay Band:

- PE012

**Location**:Enterprise Technology - 120 Martin Ross

**Weeks 1 & 2**: Mon. to Fri. 9:00am - 5:00pm

**JOB SUMMARY**:
The ITS Workspace Technology Analyst is responsible for providing both on-site and remote support for workplace technologies such as desktops, laptops, printers, as well as software to enhance productivity, efficiency, and service delivery within TPL (Toronto Public Library). This role involves evaluating and integrating hardware and software solutions, managing the deployment and maintenance of technology systems, and providing technical support and training to staff. The analyst collaborates with vendors and internal teams to select, procure, and implement effective technical solutions while staying current with emerging technology trends. Strong technical expertise, problem-solving skills, and the ability to communicate and contribute to projects effectively are crucial for success in this role.

**DUTIES**:
Under the general direction of the designated Lead, and working within a team structure, this position is responsible for:

- Provide second level hardware, software, and incident support to TPL staff, both on-site and remotely, while meeting pre-established SLAs
- Provide best in class service to TPL internal staff, and ensuring tickets are kept up to date
- Work closely with Service Desk staff, third level support, and vendors to resolve complex IT issues requiring multi-department collaboration
- Work on IT hardware and software rollouts, hardware refresh, and other projects with TPL departments such as Enterprise Project Management Office and vendors.
- Support hardware and software requests on site and remotely, including branch renovations, by working closely with the business, project teams, IT teams, Lead and Manager.
- Participate in knowledge sharing through the creation of articles for the Service Desk and Workspace Technology, as well as documentation for TPL staff.
- Maintain quality technical support documentation, procedures and manuals for new devices and software, upgrades, and projects.
- Facilitate IT equipment setup/removal for staff on-boarding and off-boarding.
- Facilitate purchases for hardware and software requests in alignment with hardware standards, license management and procurement policies, while maintaining positive relationships with internal teams and external vendors.
- Willingness to bring forward ideas for process improvements and continued IT maturity
- Follow TPL’s IT asset management practices for purchasing, receiving, tracking, maintaining, deploying, RMA, upgrading, and disposing of staff and public devices in a controlled and environmentally friendly manner
- Produce software and hardware reports on request basis using the asset management systems and other tools.
- Maintain spare stock of hardware for break-fix support.
- Maintain software licenses inventory.
- Lift and carry computer equipment boxes that might contain laptops, desktops, AV equipment, PC monitors, docking stations, IP phones, etc.
- Participate in regular team, project, business, and committee meetings.
- Evening, weekend, holiday, and on call work may be required. Regular travel to GTA branches is required
- Perform other duties as assigned.

**QUALIFICATIONS**:

- Up to three two (2) years post-secondary education in the field of Information Technology
- Minimum of 3 (three) years related work experience or an equivalent combination of education, training, and experience.
- Microsoft, ITIL, or other industry certifications considered an asset.
- A self-starter, a passion for IT, with exceptional customer service skills
- Proven analytical and problem-solving skills.
- Able to effectively communicate technical concepts to non-technical people
- Exceptional communication and interpersonal skills, willingness to share ideas with the team
- Ability to work in a dynamic team environment and independently
- Advanced knowledge and hands-on expertise in the installation, configuration, and troubleshooting of computer hardware, network enabled multifunction printers, audio / visual equipment, telephony, mobile devices, various software products, etc.
- Advanced experience with the setup and troubleshooting of Windows, MacOS, and mobile device operating systems.
- Experience with investigating and remediation of malware and other security incidents on end points.
- Advanced experience with diagnostic and logging tools to troubleshoot and resolve hardware, software, and network issues on end points.
- Expertise with vendor management for hardware and software procurement
- Expertise with hardware and software as