IT Specialist (on-site, London ON) - 5 month temporary

at  Workplace Safety and Insurance Board

Reporting to the Manager, End User Services is responsible for conducting the work within the strategic framework of the cluster/division mandate, objectives and relevant policies and guidelines and in accordance with Information Technology Service Management (ITSM) principles.
Includes consulting, developing, planning, implementing and supporting technology solutions for WSIB’s desktop end users to successfully meet corporate goals and initiatives. In addition to providing high level technical and executive support, IT Specialists ensure that day-to-day IT security principles are adhered to and that end user activity complies with the WSIB’s policies and procedures.
Exercises a high degree of skill and competency which utilizes judgment and initiative in the performance of duties. Is required to work independently meeting with management to discuss direction of operations and projects and/or to receive general administrative direction.

JOB REQUIREMENTS

Education

• University completion at undergraduate level with an ITIL foundation certificate, and one or more manufacturers’ training program certifications and/or professional association certifications in end user computing technologies [IT security; DevOps; Cloud Computing; IT asset management (hardware, software, license management); videoconferencing; customer service] from any of the following: Microsoft; Cisco; Bomgar/Beyond Trust; CompTIA; Apple; VMWare; IAITAM

Experience

• Six years prior experience with setting up, repairing technology equipment, troubleshooting solutions, including four years experience in anti-virus programs and IT asset management (ITAM) and two years experience in vendor relationship and service management (ITSM) including experience in ServiceNow ITSM or other industry standard ITSM tracking tool.

This position is currently eligible for an education equivalency. Additional years of experience will be considered in place of levels of education on a 2:1 basis. For every level of education not completed, an additional 2 years of experience will be considered as equivalent, in addition to the minimum prior years of experience as set out in the job requirements. Management has set a minimum threshold for education equivalency at the high school completion level.

1. Technical Support and Services

• Provide daily, tier 2 and 3 level operational remote and on-site support and services for all corporate owned, network connected devices
• Provide executive support services -remote and on-site, such as responding to requests and incidents per service level targets, and be available as required to independently monitor requests after hours/weekends
• Utilize the ticketing system to document knowledge articles, service requests, incidents, problems and change requests
• Adhere to the ITSM technical support model and functional/hierarchical escalation process to other tier 2 and 3 resolver teams, which may also include triggering a Major Incident (MI) and facilitating the resultant MI process
• Ensure, educate and enforce WSIB corporate and IT Security policies
• Administering the change management process
• Coordinate on occasion activities of and provide direction to service providers on computer hardware, software, mobility and print solutions, data/voice/video communications & servers, etc
• Provides necessary technical support in document management including production printing and mass mailing.
• Incident Ticket and Service Request fulfilment and tracking as per WSIB and ITIL framework and policies.

1. Software and Image Management

• Contribute to the ongoing management and maintenance of the Windows desktop images based on leading industry practices and user experience, including input and recommendations for changes, i.e. via Group Policy Objects (GPOs)
• Manage and coordinate ongoing software compatibility, patch management and testing with the business, service providers and support teams
• For software packaging requests, document installation instructions for service provider execution, conduct functional testing and coordinate with the business for user acceptance testing, and other support teams for performance and compatibility testing and sign-off.

1. Business Analysis and Technology Support

• Be a driver for innovation. Research, analyze, and recommend technical solutions to integrate and improve efficiency of information technology systems, and incorporate emerging technology and operational best practices
• Provide expert advice involving new requirements/technology or enhancements to existing information technology environments
• Provide subject matter expertise and specialized technical advice/direction for projects which impact and/or require end user hardware, software, print or mobility devices, etc. by being a liaison between ITC and the business units affected by the project and/or by being a liaison between the organization and any service providers involved in the project
• Lead end user technology consultancy assignments which involve specialists from various disciplines, and take responsibility for the quality, timely delivery and appropriateness of the team’s recommendations, such as efficient and where possible automated solutions to business processes
• Co-lead End User Services projects and initiatives
• Analyze business requirements based on WSIB standards and knowledge of available hardware and software products, develop technology specifications, evaluate alternative solutions and recommend appropriate technology through the process of:
• Preparing internal proposals, initiating and processing orders
• Interfacing with service providers and managing client expectations on requirements
• Ensure the necessary resources (i.e. equipment, systems, software, etc.) needed for the corporate and ITC solutions are identified to management/leads

1. Mobility Support and Reporting

• Utilize the ticketing system to document knowledge articles, incidents, problems and change requests
• Prioritize and execute tasks in a time sensitive environment
• Adhere to the ITSM escalation process to Tier 2 and 3
• Act as a liaison between the business and the service provider
• Ensure and enforce WSIB corporate and IT Security policies
• Provide Tier 1 technical support, mobile device troubleshooting (email, calendar, contact synchronization), support for service activations, device swaps
• Escalate break-fix incidents and issues/inquiries arising from end users regarding their mobile devices and/or Mobile Device Management (MDM) solution to tier 2 (warranty repair and maintenance)
• Support the generation of reports (usage, costing, trends, etc.) as requested by various departments and/or senior management
• Ensure that all users who have a WSIB-issued mobile device have appropriate access to the service provider’s billing portal, as users are expected to reconcile their usage on a monthly basis

1. Technical Writing

• Document all processes and communicate with stakeholders
• Contribute to technical support procedure knowledge base
• Create procedural documentation for end users for posting on corporate site
• Create and maintain departmental Framework documentation

1. Training

• Develop training material and provide effective information, advice and training to end users on the operation of new/existing computer hardware and software
• Analyze commonly asked questions and problem trends to determine training and/or documentation requirements and keep management and ITC departments apprised
• Provide 1-on-1 training to end users and within a classroom setting

1. On an as-needed basis, after-hours availability is required in order to satisfy project and/or support requirements (e.g. scheduled and unscheduled power outages, system upgrades). This may include interacting with building management, internal and external service providers.
2. Perform other related duties as assigned or required.