End User IT Experience Analyst – Public Sector!

Job Description

Summary

Are you looking for a great career and rewarding future in the IT client support world? Join a highly skilled team of End User IT Experience Analysts at the Ontario Public Service Support Centre and provide support to our clients including Ontario Public Service (OPS) employees as well as external agencies.

Our vision in ITS is Powering next-generation public services for the people of Ontario and our mission is Empowering the Ontario Public Service to deliver simpler, faster, better services through modern infrastructure, digital tools, and expert teams.

Keep reading to learn more about this great opportunity.

In this role, you will :

• Provide onsite and remote IT support to a wide range of clients in multiple ministries across the province.
• Provide multi-tier IT hardware and software support to ensure uninterrupted operation of Ministry hardware and software by regularly monitoring, identifying, diagnosing and
• resolving IT technical incidents and requests in accordance to ITIL incident, change, configuration, project, time and problem management practices.
• Provide provisioning support of desktop assets, mobile devices, networking / VPN, and telephony services.
• Work collaboratively with internal partners and staff in the end-to-end incident and problem resolution.
• Ensure resolution of issues and requests are completed in accordance with service level agreements.
• Monitor Incident Management and Work Order queues, ensuring incidents and work orders are promptly reviewed and resolved or assigned as necessary, escalating those incidents / work orders as required based on client escalations or Service Level commitments.
• Establish and promote best practice standards and guidelines defined for administrative and operational procedures.
• Analyze patterns and trends in recurring issues reported by users, research and develop recommendations to address these problems.
• Provide on-call and / or overtime support services on weekends, and holidays, as required to resolve system related issues.

Responsibilities

• Provide onsite and remote IT support to a wide range of clients in multiple ministries across the province.
• Provide multi-tier IT hardware and software support to ensure uninterrupted operation of Ministry hardware and software by regularly monitoring, identifying, diagnosing and resolving IT technical incidents and requests in accordance to ITIL incident, change, configuration, project, time and problem management practices.
• Provide provisioning support of desktop assets, mobile devices, networking / VPN, and telephony services.
• Work collaboratively with internal partners and staff in the end-to-end incident and problem resolution.
• Ensure resolution of issues and requests are completed in accordance with service level agreements.
• Monitor Incident Management and Work Order queues, ensuring incidents and work orders are promptly reviewed and resolved or assigned as necessary, escalating those incidents / work orders as required based on client escalations or Service Level commitments.
• Establish and promote best practice standards and guidelines defined for administrative and operational procedures.
• Analyze patterns and trends in recurring issues reported by users, research and develop recommendations to address these problems.
• Provide on-call and / or overtime support services on weekends, and holidays, as required to resolve system related issues.

Mandatory Requirements

• You have a valid driver's license to reach clients in distributed and remote sites not accessible by public transit.
• You have the ability to lift and move large boxes averaging up to 20kg.

Technical Skills

• You have knowledge of cloud computing technologies.
• You demonstrate knowledge of desktop hardware components, operating systems configurations, network technologies and configurations and Enterprise Directory technologies in a LAN / WAN environment.
• You demonstrate technical, analytical / troubleshooting, research and problem-solving skills to act as an expert in resolving or referring computer hardware or software problems, including security threats.
• You have knowledge of desktop troubleshooting and software deployment tools.
• You have the ability to acquire knowledge of service level agreements to ensure requests are resolved and fulfilled within timelines.
• You have knowledge of ITIL best practices in incident, change, configuration, project, time and problem management.
• You have knowledge of standards, procedures and tools for version control and release management.

Organizational, Problem-Solving and Leadership Skills

• You have organizational skills to manage multiple concurrent incidents and service requests.
• You are able to resolve computer software problems in an effective and efficient manner.
• You have leadership and coaching skills to provide direction and training to new staff, students and clients.

Communication and Interpersonal Skills

• You can maintain effective working relationships with staff, colleagues and management.
• You have superior customer service skills to establish good working relationships with clients.
• You have good oral and written communication skills to understand and present complex technical concepts in non-technical terms with clients and to discuss and make recommendations to management.

Additional Information

How to Apply

You must apply online by visiting . You must enter the job id number in the Job ID search field to locate the job ad.

Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the .

Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job.

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OPS employees are required to quote their WIN EMPLOYEE ID number when applying. If you require a disability related accommodation in order to participate in the recruitment process, please to provide your contact information.

Recruitment services team will contact you within 48 hours.