Job Description

Division

I.T. Solutions

Important Notices & Amendments

As an employer of choice, Niagara Region offers competitive salaries and benefits, a defined benefit pension plan, a corporate wellness centre, access to the Employee and Family Assistance Program (EFAP), mentorship and training programs, employee recognition programs, and more. In addition, the Region recognizes the value of having flexible work arrangements including hybrid work arrangements to support better work-life balance for our employees. Where operational needs align, and while ensuring business requirements and customer service expectations are achieved, employees may have an opportunity to work within a hybrid model, combining working from home and working in the office.

Temporary Duration

Approximate Duration: 12-18 months

About Us

Serving a diverse urban and rural population of more than 475,000, Niagara Region is focused on building a strong and prosperous Niagara. Working collaboratively with 12 local area municipalities and numerous community partners, the Region delivers a range of high quality programs and services to support and advance the well-being of individuals, families and communities within its boundaries. Nestled between the great lakes of Erie and Ontario, the Niagara peninsula features some of Canada’s most fertile agricultural land, the majesty of Niagara Falls and communities that are rich in both history and recreational and cultural opportunities. Niagara boasts dynamic modern cities, Canada’s most developed wine industry, a temperate climate, extraordinary theatre, and some of Ontario’s most breathtaking countryside. An international destination with easy access to its binational U.S. neighbour New York State, Niagara attracts over 14 million visitors annually, as well as a steady stream of new residents and businesses. Please note that the Niagara Region requires that all newly hired employees are to be fully vaccinated against COVID-19 as a condition of being hired and provide proof of full vaccination, or provide proof of a bona fide medical or Human Rights Code exemption on a form issued from and approved by Niagara Region.

JOB SUMMARY

Acting as a 2nd tier level of technical support for our IT Servicedesk while promoting and providing an IT consultation service to staff and elected officials of Niagara Region.
Primarily focused on the provision of technical support and problem resolution while guiding and advising staff on IT related solutions and new technologies related to various PC, Audio/Video (AV) and Telecommunications hardware and software related issues. Recommending and facilitating solutions for customers, which effectively meet their requirements and fall within the standards and objectives of the Corporation. Provide End-User training, repair and support to customers in the areas of configuration, installation and problem resolution related to a wide range of End-User issues.
This position will act as the primary IT liaison to internal and external departments, shared service partners and members of council on the resolution of various Information Technology (PC, AV and Telecommunications) related support issues.

QUALIFICATIONS

EDUCATION

• Completion of a three (3) year College Diploma / University degree in a Computer Science/Information Technology/Telecommunications related field of study; or

• An equivalent combination of a completed, 3 year university degree / 2 year College Diploma in conjunction with recent technology related education, IT certifications, formal, related IT training, and/or recent work experience in supporting IT in a mid-sized, Microsoft-based network environment may be considered.

KNOWLEDGE/EXPERIENCE

• 3- 5 years of related and recent technical support experience in a mid to large scale Microsoft-based networked environment
• 3 - 5 years of related and recent work experience in performing IT (Technology or Telecommunications Support) in PC and/or Telecommunications Hardware and Software.
• 3 - 5 years of related and recent experience in supporting the Avaya suite of products including PBX, voicemail and desktop telephones (SIP, IP, digital, analog), Samsung and Apple devices (Tablets and Smartphones), cellular phones, pagers, mobile internet hot-spot devices, etc.
• 3 - 5 years of related and recent experience in an IT Servicedesk / IT Help Desk/IT Technology or Telecommunications Support specific role.
• Experience in utilizing current Enterprise-type desktop and telecom support tools and applications such as Microsoft SCCM, VMWare View VDI (Virtual Desktop Infrastructure), Mobile Enterprise Device Management (MDM), Enterprise Endpoint Protection (Sophos Anti-Virus) and PC Encryption software, speech recognition systems, call centre configuration and operations, metrics reporting and analysis, teleconferencing, and cloud based telecommunications services such as Microsoft Teams are an asset.
• Experience with using Audio Video production solutions and systems such as the Newtek Tricaster as well as Crestron and Kramer audiovisual automation and integration equipment is a definite asset.
• Experience administering a corporate call centre, creating phone queues and assigning phone extensions is a definite asset.

SKILLS

• Strong team, customer service and multi-tasking skills;
• Strong knowledge of, and experience with current Microsoft Windows Operating Systems and Microsoft suite of Products;
• Strong knowledge of, and experience with telecommunications service providers for provisioning, troubleshooting, cancelling telecommunications services such as voice and data landline services, and wireless services (voice, text, data)

• Strong IT Hardware troubleshooting skills, including configuration and installation of associated peripherals and use of mass imaging software for various IT systems;
• Working knowledge, and experience with local and wide area network technologies;
• Working knowledge of, and experience with, the business functions in end-user departments;
• Must possess excellent analytical, task management and planning, problem solving, and adult teaching skills;
• Excellent communication skills in both written and verbal form;
• Excellent Teaching and presentation skills for a wide range of audiences (group, online, classroom or one-on-one), using a variety of mediums;
• Professional work attitude, eager, effectively deal with constant change and conflicting priorities and learning new concepts;

SPECIAL CONDITIONS

• In accordance with the Corporate Criminal Record Check Policy, the position requires to maintain a Canadian Police Clearance Certificate.
• Must possess and maintain a valid and unrestricted class "G" license along with a personal vehicle to use as required in travel to and from various regional locations as part of daily work responsibilities.
• May be subject to occasional overtime
• May be required to work weekends or after hours to implement changes, upgrades or respond to emergencies
• May be required to work an alternate schedule for shift coverage or as requested by the Manager/Supervisor.

Shift Information

This position is subject to overtime.

Closing Statement

Uncover the wonder of the Niagara Region and join a team dedicated to meeting tomorrow’s challenges TODAY!

Let us know why you would be an excellent team member by submitting your online application.

We thank all candidates for their interest however, only those candidates selected for an interview will be contacted.
If you require an accommodation for the application process in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, the alternate formats for contacting us are as follows:

• Email: myhr@niagararegion.ca
• Phone: 905-980-6000 or 1-800-263-7215
• Bell Relay: 1-800-855-0511
• In-person: Sir Isaac Brock Way, Thorold, ON L2V 4T7 – Human Resources Department