End User IT Experience Analyst

Are you looking for a great career and rewarding future in the IT client support world? Consider this exciting opportunity with the Ministry of Public and Business Service Delivery (MPBSD), Infrastructure Technology Services (ITS) Division. Join a highly skilled team of End User IT Experience Analysts at the Ontario Public Service Support Centre-Field Services Tier 2 and provide support to Ontario Public Service (OPS) employees across the province while working from downtown Hamilton. Our vision in ITS is “Powering next-generation public services for the people of Ontario” and our mission is “Empowering the Ontario Public Service to deliver simpler, faster, better services through modern infrastructure, digital tools, and expert teams.” Keep reading to learn more about this great opportunity. **OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism**: We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace. Visit the **OPS Anti-Racism Policy** and the **OPS Diversity and Inclusion Blueprint** pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service. We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's **Human Rights Code**. Refer to the "How to apply" section if you require a disability-related accommodation. **What can I expect to do in this role?**: In this role, you will: - Provide onsite and remote IT support to a wide range of clients in multiple ministries across the province. - Provide multi-tier IT hardware and software support to ensure uninterrupted operation of Ministry hardware and software by regularly monitoring, identifying, diagnosing and resolving IT technical incidents and requests in accordance to ITIL incident, change, configuration, project, time and problem management practices. - Provide provisioning support of desktop assets, mobile devices, networking/VPN, and telephony services. - Work collaboratively with internal partners and staff in the end-to-end incident and problem resolution. - Ensure resolution of issues and requests are completed in accordance with service level agreements. - Monitor Incident Management and Work Order queues, ensuring incidents and work orders are promptly reviewed and resolved or assigned as necessary, escalating those incidents / work orders as required based on client escalations or Service Level commitments. - Establish and promote best practice standards and guidelines defined for administrative and operational procedures. - Analyze patterns and trends in recurring issues reported by users, research and develop recommendations to address these problems. - Provide on-call and/or overtime support services on weekends, and holidays, as required to resolve system related issues. **How do I qualify?**: **Mandatory**: - You have a valid driver's license to reach clients in distributed and remote sites not accessible by public transit. - You have the ability to lift and move large boxes averaging up to 20kg. **Technical Skills**: - You have knowledge of cloud computing technologies. - You demonstrate knowledge of desktop hardware components, operating systems configurations, network technologies and configurations and Enterprise Directory technologies in a LAN/WAN environment. - You demonstrate technical, analytical/troubleshooting, research and problem-solving skills to act as an expert in resolving or referring computer hardware or software problems, including security threats. - You have knowledge of desktop troubleshooting and software deployment tools. - You have the ability to acquire knowledge of service level agreements to ensure requests are resolved and fulfilled within timelines. - You have knowledge of ITIL best practices in incident, change, configuration, project, time and problem management. - You have knowledge of standards, procedures and tools for version control and release management. **Organizational, Problem-Solving and Leadership Skills**: - You have organizational skills to manage multiple concurrent incidents and service requests. - You are able to resolve computer software problems in an effective and efficient manner. - You have leadership and coaching skills to provide direction and training to new staff, students and clients. **Communication and Interpersonal Skills**: - You can maintain effective working relationships with staff, colleagues and management. - You have superior customer service skills to establish good working relationships with clients. - You have good oral and written communication skills to understand and present complex technical concepts in non-technical terms with clients and to discuss and make recommendations to management. **Additional Notes**: A half-hour optional virtual