Job Description

• Job ID: 49545
• Job Category: Information & Technology
• Division & Section: Technology Services, Technology Services Delivery
• Work Location: Metro Hall, 55 John Street, Toronto
• Job Type & Duration: Full-time, Permanent Vacancy
• Hourly Rate and Wage Grade: $45.98 - $50.40
• Shift Information: Monday to Friday, 35 hour per week
• Affiliation: L79 Full-time
• Number of Positions Open: 1
• Posting Period: 06-Sep-2024 to 20-Sep-2024

Reporting to the Supervisor Desktop Services, the Senior Technology Analyst is responsible for providing 2nd and 3rd level technical support to client divisions in the effective use of local technology hardware and software, desktop resources and related peripherals. You will also lead and/or co-ordinate technical teams in the planning, implementation and support of various technology related projects and services.Major Responsibilities:

• Provides technical second and third level support for the desktop infrastructure. Diagnoses client problems and develops solutions and/or action plans. Provides expertise in identification, evaluation of alternatives and resolution of hardware, software, desktop security and network/server connectivity issues.
• Installs, configures, and troubleshoots all desktop-related hardware, software and printing.
• Leads/Oversees technical project teams and assists in all aspects of project management as a lead/coordinator of IT enterprise and client Divisional initiatives. Plans, co-ordinates and provides on-site project implementation support for upgrades and new large-scale hardware and software solutions.
• Performs capacity and lifecycle planning for desktop and workgroup printing infrastructure.
• Act as local implementation lead for assessing, deploying and configuring City-wide hardware and software upgrades sustained through the Life Cycle Management Service.
• Schedules workload and sets priorities.
• Provides technical second and third level client support. Works with individual clients, Business Unit management teams and Client Relationship Management to provide technical expertise, business analysis support, requirements determination, implementation support for new business solutions and resolution of client and resolve service level issues.
• Leads the team and liaises and coordinates with internal and external groups/vendors on deliverables and resolution of problems and issues. Recommends preventive solutions to mitigate recurrence of similar problems.
• Acts as enterprise level support to technical support staff in other divisions.
• Assists clients/IT Division in defining evolving needs for new or enhanced systems, products or services; conducts research and evaluations, establishes selection criteria, provides technical advice and makes recommendations.
• Provides client needs analysis, technical guidance and makes recommendations in the selection of new hardware and software for clients and other IT teams.
• Develops and recommends improvements to corporate standards and architecture, methodologies, policies and processes.
• Participates in formulating and developing key IT strategies & initiatives such as best-practice and process improvement initiatives and overall support service delivery strategy.
• Produces statistical reports and analyzes trends. Communicates reports and trends analysis to management, training staff, and unit staff, and makes recommendations for changes to systems, environments, user training or service delivery.
• Performs network directory file administration, including setup of access and security permissions of data, for client Divisions.
• Advises security management and control teams on security-related technologies and access control alternatives.
• Provides expertise in enterprise assessment, analysis, evaluation of corporate standard and non-standard software and hardware. Using diagnostic tools, ensures the optimum operation, security and maintenance of technology solutions.
• Maintains standard City-wide desktop configuration (Image) and creates Business Unit Images for client Divisions.
• Performs desktop-related Domain administration and Group Policy functions. Reviews and implements desktop Domain policies, standards and configuration.
• Acts as a technical lead to draft implementation and rollout strategies and plans.
• Acts as a technical lead for planning of site relocations or site set-ups.
• Ensures pro-active action is taken for the installation, operation and support of desktops and applications. Analyzes patterns and recommends preventive solutions to mitigate recurrence of similar problems.
• Maintains inventory of IT assets and provides reports to management teams. Acquires and disposes of hardware and software.
• Develops, co-ordinates and maintains, divisional and city-wide client communication in various media channels, including creating, updating and maintaining the computer support website.
• Develops and coordinates divisional and city-wide desktop documentation and procedures for IT technical teams.
• Directs the work of Technology Analyst 1, Technology Analyst 2.
• Advises management teams on hardware and software technologies, desktop security and deployment alternatives.
• Local contact for network/server and other IT management teams on hardware and software technologies, connectivity, backup and recovery alternatives, data migrations and other initiatives impacting the desktop infrastructure.
• Leads teams and assists in emergency IT response scenarios such as malware containment and related situations
• Attends meetings with clients, IT teams and works in project, temporary and ongoing functional work teams.
• Performs desktop-related IT tasks in response to issues, client service requests, and operational requirements.
• Travels within the City of Toronto as required. Travels to other GTA locations for training and adhoc computer support.

Key Qualifications:Your application must describe your qualifications as they relate to:

• Post-Secondary Education in computer science, or related discipline, and/or the approved equivalent combination of education and experience working on large scale technology projects.
• Extensive hands-on tier 2 and tier 3 experience in an I&T technical desktop support role, supporting clients in a large diverse computing environment.
• Extensive experience configuring and troubleshooting technical issues with supported software packages such as Microsoft Windows 10 / 11, Microsoft Office Suite (M365), Outlook, Google Chrome, Microsoft Edge.
• Extensive technical desktop experience installing, configuring, imaging, and troubleshooting tier 2-3 level technical issues and advanced hardware configuration on desktops, peripherals and printers.
• Considerable experience configuring, imaging and supporting mobile computing devices, such as Tablets, Notebooks, Toughbook\'s and smartphones.
• Knowledge of collaboration tools such as WebEx, MS Teams and Cisco Jabber
• Project Management experience working as a technical lead on I&T related initiatives (such as large-scale desktop deployments, moves, software implementations).

You must also have:

• Knowledge creating scripts and Batch files using PowerShell.
• Knowledge of Wide Area Networks, Network Protocols and services (TCP/IP, DNS, SMTP etc), Microsoft Active Directory domains, Cloud Computing (Microsoft Azure), Novell/eDirectory and automated software delivery methods and tools (ex. MECM).
• Ability to make judgements and recommendations about the application of technology to business needs.
• Strong conceptual, analytical, and problem-solving skills.
• Ability to work with minimum supervision, set priorities, plan, execute tasks and meet deadlines.
• Excellent organizational skills with the ability to work independently and cooperatively with others in a dynamic team environment as well as in a project team setting.
• Commitment to customer service, performance quality and continuous improvement.
• Excellent written and verbal communication skills with the ability to convey, clearly and effectively to a variety of audiences.
• Excellent customer service skills and the ability to excel in a client-focused environment, with excellent interpersonal and relationship-building skills.
• Ability to lift/move equipment weighing up to 40 Lbs.
• Ability to travel within the City of Toronto.
• Possession of a valid Ontario class \xe2\x80\x9cG\xe2\x80\x9d Driver\'s Licence and have access to a properly insured vehicle or be eligible to obtain and maintain a City of Toronto driver\'s permit.

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City\'s Internal Job Posting Portal.Equity, Diversity and InclusionThe City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City\'s commitment to .AccommodationThe City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. . Learn more about the City\'s .

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