APPLICATION & TECH SUPP SPEC 2

at  City of Toronto

Job ID: 51363
Job Category: Information & Technology
Division & Section: City Clerk’s, City Clerk’s Member Svcs & Prog Support
Work Location: City Hall, 100 Quenn 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 per week
Affiliation: L79 Full-time
Number of Positions Open: 1
Posting Period: 14-Nov-2024 to 28-Nov-2024

JOB DESCRIPTION

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 are met.

YOUR APPLICATION MUST DESCRIBE YOUR QUALIFICATIONS AS THEY RELATE TO:

• Post-secondary education in computer science, business technology or the equivalent combination of education and/or experience.
• Considerable experience with LAN/WAN/Wireless technology and network hardware, software and operating systems (e.g. Novell, Windows, Mac iOS), as well as with desktop and web applications (e.g.. Microsoft Office Suite365, Microsoft Outlook, Microsoft Project, etc.).
• Considerable experience in supporting all users including 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 (e.g.. AirWatch, etc.).
• Extensive experience in telephone and in-person technical support, documenting requests and incidents following ITIL processes.

• 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.
• Install and roll out applications, hardware and/or software and update inventory accordingly.
• Travel to off-site locations for IT support.