Job Description

HAMILTON POLICE SERVICE TOGETHER | STRONGER | SAFER

Serving a population of 545,000 residents, the Hamilton Police Service has made a commitment to work in partnership with
the community and continue to focus on providing public safety accountability and value to its citizens. With an authorized
strength of over 1200 staff, the Hamilton Police Service is committed to the highest standards of integrity and professionalism.

JOB POSTING

Desktop & Mobile Support Technician

Job Title: Desktop & Mobile Support Technician ? Posting #2023-037

Reports to: Supervisor, Infrastructure & Operations Primary Job Location: Central Police Station, 155 King William St, Hamilton, ON, but will need to attend other locations as required. Hours of Work: 40 hours per week, working 8 hour days Monday to Friday; some flexibility may be required to meet work demands. Salary Range: Schedule 7E - $68,593 to $80,702 per annum (As of January 1, 2022) Status: Full-Time

Posting Date: May 16, 2023, and closing date May 31, 2023.

SUMMARY

Serving a population of 545,000 residents, the Hamilton Police Service has made a commitment to work in partnership with the community and continue to focus on providing public safety accountability and value to its citizens. With an authorized strength of over 1200 staff, the Hamilton Police Service is committed to the highest standards of integrity and professionalism. Under the direction of the Supervisor, Infrastructure & Operations, the Desktop & Mobile Support Technician will provide technical support for HPS?s desktop computer and mobile device environment, including software, hardware and peripherals, and provide on-site support to the user community. The Technician is responsible for responding to user computer and software issues, diagnosing problems, and applying proven analytical and problem solving skills to help identify and resolve issues with respect to desktop and mobile devices. Some General Duties include:

• In collaboration with Infrastructure and Operations staff, participate in the planning and testing of operating system or hardware upgrades to the standard desktop or mobile workstation environment. Create and deploy desktop operating system images utilizing MS SCCM.
• Deploy new desktop and mobile technology according to the hardware replacement plan. Coordinate with supplier for offsite imaging and delivery of equipment to site.
• Evaluate and deploy new desktop and mobile applications. Document application installation, troubleshooting and maintenance procedures for Help Desk use. Automate application deployment via SCCM or other software tools where possible.
• Coordinate with Business Application Support team for testing and deployment of corporate application software on desktop computers and in vehicles.
• Install and maintain in-vehicle computer equipment, including mobile workstation, modem and peripherals. Troubleshoot problems related to in-vehicle hardware and software.
• For issues escalated from the Helpdesk, review, diagnose and resolve client hardware and software issues. Provide workarounds and/or solutions to Helpdesk staff via demonstrations and/or documentation.
• Provide on-site technical support to the user community for presentations, virtual meetings, etc.
• Maintain inventory of all desktop and mobile workstation hardware and desktop software using GLPI/OCS or other software tools. Advise Supervisor of need to replenish consumable stock.

Education & Experience

• Minimum two (2) year Community College Diploma in the field of Computer Science or Computer Engineering, or a related technical field (e.g. Information Technology, Information Systems, Information Management, Network Administration, Network Systems, Network Engineering).
• Minimum three (3) years of experience in the IT field, supporting technologies such as Active Directory, DNS, DHCP, and group policies. Including a minimum one (1) year previous experience installing, troubleshooting, repairing, and maintaining computers and peripherals required.
• Working knowledge of the following: Microsoft System Center Configuration Manager (SCCM) or other imaging and deployment software.
• A technical background in troubleshooting, repair, and maintenance of computers and peripherals in a Microsoft Windows environment, including the ability to analyze, research and problem solve repairs as required.

Certification & Licenses

• Valid Class G Driver?s Licence, or the equivalent, with ability to drive a vehicle in Ontario with full driving privileges is required.
• MCSE Desktop Infrastructure and Server Certification, or equivalent.

Skills & Competencies

• Proficient in Microsoft Office Suite (e.g. 2016), especially MS Excel for tracking and reporting on inventory.
• Exceptional written and oral communication skills including documentation skills with high attention to detail and the ability to communicate technical information in a non-technical manner.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation and highly self-motivated.
• Ability to work independently.
• Basic understanding of electrical wiring.

APPLICATION DEADLINE & INSTRUCTIONS

If you are interested in this position, please submit your application (i.e. cover letter and resume) to the City of Hamilton Careers website (https://www.hamilton.ca/city-council/jobs-city) before 11:59 PM on May 31, 2023. We thank all applicants, however, only those candidates selected for testing and/or an interview will be contacted. The Hamilton Police Service is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. If contacted for an employment opportunity, please advise Human Resources if you require accommodation for testing, interview, or employment purposes.