Its Support Consultant

**Our Story**:
Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving, and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect, and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.

**The Role**:
**Duties/Responsibilities**:
Provides technical consulting and support to local and remote staff by troubleshooting hardware and software issues. Serves as the first point of contact for problem determination. Initiates and resolves Service Requests or forwards to appropriate ITS staff for resolution (e.g., Telecommunications, WAN, LAN, client security/access, etc.).

Provides smartphone and tablet support, including account creation, activation, and software installs on devices. Configures and troubleshoots same and advises clients on best practices.

Maintains knowledge and understanding of clients’ business functions to understand their technical requirements and provide workable solutions. Creates and maintains supporting documentation (e.g., committee reports, best practices documentation for clients).

Assists supervisor with coordinating the installation and implementation of new technology, recommending changes and alternatives, and putting into place new practices relating to automation. Participates in feasibility studies and product evaluation by testing.

Maintains a knowledge base available to staff to effectively resolve commonly occurring client problems and concerns associated with information technology.

Removes spyware and adware software from PCs and restores default settings; installs security software and configures PCs to prevent future installation of same.

Creates images for fast and efficient deployment of replacement PCs. Tests standardized computer images for each model of PC and laptop; develops and tests customized images. Modifies and updates same for specialized implementation/deployment, as required.

Plans, designs, and coordinates training sessions for the installation and implementation of desktops, hardware, and software according to departmental standards and procedures.

Takes initiative to identify and propose remedies to problems to increase efficient workflow.

Ensures software and licensing policies are followed in accordance with software licensing agreements. Maintains and updates licenses.

Updates and maintains computer inventory and equipment information.

Contacts vendors for research, replacement parts, troubleshooting, and updates.

**Knowledge, Skills, and Abilities**:
Knowledge of computer technologies, printers, and other equipment; LAN configuration topologies; cabling requirements; networking technology equipment; Microsoft Operating Systems; data communications protocols (TCP/IP); virtual PCs; and software such as MS SCCM, Windows; Microsoft Office; Outlook, and Internet/Intranet, acquired through a minimum 3-year degree or diploma in Computer Systems Technology, plus 3 years of related work experience in PC hardware, software, and networks.

Knowledge of and ability to comply with policies, procedures, and related legislation.

Analytical and mechanical aptitude, organizational, time management, technical and problem-solving skills to conduct training needs analysis; research, design, and deliver training programs; handle problems and complaints; work independently in a fast-paced environment with constantly changing priorities; analyze hardware and software conditions, probe for information, and resolve client problems.

Communication, facilitation, and presentation skills to conduct training programs; obtain technical assistance and information from suppliers; relate effectively with and instruct staff with a variety of computer skills and automation needs; and participate as an effective team member.

Ability to tailor writing for explanatory and instructional use by staff, ensuring language is precise and understandable to specialists and clients with varied skill levels.

Ability to express technical concepts to a non-technical audience. Ability to respond to user requests and instruct individuals on methods of using new and modified equipment.

Ability to operate and troubleshoot hybrid meeting solutions (e.g., video conference equipment and tool).

Ability to flex/alter hours to meet deadlines and may be requested to work overtime.

Ability to travel within Waterloo Region.

Ability to support and demonstrate the Region’s values.

In addition to offering a competitive compensation package, we have a strong focus on health and wellness, including fi