Technical Analyst

Job Description

JOB TITLE : Technical Analyst

DEPARTMENT : Corporate Support Services

POSTING NUMBER : 106034

NUMBER OF POSITIONS : 1

JOB STATUS & DURATION : Full Time Permanent

HOURS OF WORK : 35 hour workweek

LOCATION : Hybrid Model* when working onsite, you will report to the location of West Tower.

SALARY GRADE : 11

SALARY RANGE : 1ST STEP : $84,375.20 per annum

2ND STEP : $88,816.00 per annum

JOB RATE : $93,457.00 per annum

JOB TYPE : Union

POSTING DATE : August 27, 2024

CLOSING DATE : September 10, 2024

AREA OF RESPONSIBILITY :

The incumbent is responsible for the building, maintenance, and troubleshooting of the Corporation’s indoor cable plant.

This includes all aspects of network cabling administration (design, procure, install, upgrade, modify, enhance, monitor, troubleshoot, and document) to ensure the City’s cabling infrastructure meets industry standards and accommodates business needs.

Reporting to the Manager, Network and Telecommunication, act as the first point of technical reference for members of the division.

Develop solutions and processes to improve client productivity. Provide technical direction, advice and guidance to Technology Specialists and other IT staff.

• Act as a project team member for projects of a technical nature which include researching, evaluating, testing, making recommendations, planning and assisting in the implementation, deployment and support of new and existing hardware and software solutions.
• Assist with testing, packaging applications, software updates and fixes for deployment to computers enterprise-wide. Responsible for determining strategies for the distribution of these items.
• Provide technical direction, advice and guidance to the Technology Specialists and other IT staff in the functional aspects of hardware and software solutions.

This includes trouble-shooting, analysis and resolutions procedures.

• Responsible in the review, prioritization and assignment of call tickets to the appropriate 2nd and 3rd level technical support staff.
• Maintain the deployment management system (Microsoft SCCM or Crestron Fusion) for all new and existing drivers to all new and existing hardware currently in the Corporation.
• Responsible for the acquisition and lifecycle management of productivity tools to be used enterprise-wide.
• Create, update and provide documentation of the technology configuration and share the information by distributing to the support teams.
• Assist in the administration and support of core IT systems.
• Performs other similar and related duties as assigned.

SELECTION CRITERIA :

• High School (Grade 12) graduation plus an additional program of over two and up to three years or equivalent in Computer Sciences / Engineering Technology or related discipline.
• Over four (4) years, up to and including eight (8) years of progressive experience in a technical support environment.
• Valid Ontario G driver’s license (asset).
• Information Technology Infrastructure Library (ITIL) Foundation Certification is an asset.
• In-depth knowledge and technical support experience in : client-server software and / or browser based solutions; computer and / or audio visual hardware;
• Crestron systems, Microsoft Windows OS; Citrix ; Apple Mac OS; Microsoft System Centre; Microsoft Office and TCP / IP, Mobile device management;

Microsoft Intune; Telephone Expense Management (TEM) systems administration; Apple iPad / iPhone IOS and devices; Android Tablet and Phone devices an asset.

• Comprehensive knowledge of support procedures in a technical environment, including automated call logging and issue trouble-shooting, analysis and resolution processes.
• Exceptional written and verbal communication and interpersonal skills with an emphasis on customer service an asset.
• Ability to work independently or as part of a team an asset.

Various tests and / or exams may be administered as part of the selection criteria.

Interview : Our recruitment process may be completed with video conference technology.

Applicants who do not meet the educational requirements but have direct related experience may be considered.