SENIOR SPECIALIST, INFORMATION TECHNOLOGY

Be part of building a national brand. Headquartered in Toronto, the Canadian Olympic Committee (COC) is a national, private, not-for-profit organization committed to high-performance sports excellence. We are the largest private supporter of high-performance sport in Canada and we are responsible for all aspects of Canada’s involvement in the Olympic Movement, including the participation in the Olympic and Pan American Games.
Reporting to the Manager, Information Technology Operations, the Senior Specialist, Information Technology leads the helpdesk function for the business and provide on-site and remote support, maintenance and implementation of information technology. This role is the first point of escalation on support requests (Tier 3) and is responsible for the accuracy and maintenance of COC hardware and software inventory controls. The Senior Specialist is also responsible for maintaining support Service Level Agreement (SLA)’s to the business and providing feedback to department leaders to identify changes required in support delivery model.

EDUCATION AND EXPERIENCE

• Post-Secondary education in computer science or demonstrated equivalent experience with specialization in technical support
• 3-5 years of IT experience (desktop support)
• Experience providing in-person and remote technical supportExperience leading a technical support team

SKILLS AND ABILITIES

• Working knowledge of the following products: Microsoft Server family, Microsoft Windows Operating Systems, Microsoft Office
• MCSA/MCITP/ AWS Professional Certificates/ designations are a benefit
• Sound technical, problem solving and analytical abilities
• Experience with a range of computer and networking software and hardware systems, web services, and related technologies; LAN/WAN layout and troubleshooting; infrastructure requirements and standards; computer security systems, applications, procedures and techniques
• Good knowledge of mobile devices and how to manage and secure them
• Good knowledge of established internal and external IT standards and methodologies
• Detail oriented with strong organizational skills
• Well-developed communication skills, both written and verbal
• Good customer service skills
• Able to work under pressure
• Bilingual (English/French)Demonstrates and embodies the COC values of Accountability, Excellence, Fun, Respect and Bravery

• Manage a team of Technical Support Specialists located in each office (MTL/TO), including establishment of annual objectives and development plans, ongoing feedback and performance reviews and assignment of work and projects
• Lead the daily helpdesk operations, including employee on-site scheduling, prioritizing support requests and coordinating coverage for special events
• Provide ongoing routine technical support to existing information systems and applications
• Manage day to day operations of technical support and ensure the Technical Support Team can troubleshoot technical issues
• Provide on-call and after-hours support for critical issues on an as needed basis
• Identify urgent support issues for escalation to Manager, Information Technology Operations
• Work with Manager, Information Technology Operations to ensure users are working in a secure environment and changes to systems are communicated and adopted
• Maintain inventory control for COC assets
• Assist in planning and on-site execution at Games on Technology and Resource Planning
• Continuously train staff on computer software to minimize repeated questions
• Manage and maintain on-site A/V technology
• Support users through onboarding and orientation
• Assists and supports other Information Technology team members for the purpose of back up, issue resolution, and to do other work, as requiredOther duties, as assigned