Major Responsibilities:
Reporting to the Supervisor Engineering Support, the Application Technical Support Specialist will be responsible for providing support to business area staff located throughout the City in the effective use of business applications and or corporate client software, desktop resources, local server resources, and related peripherals. Responsibilities will include the following:
- Schedules workload and sets priorities.
- Leads team in identification and resolution of issues and problems.
- Provides expertise in assessment, analysis, evaluation of alternatives and resolution of issues & problems.
- Liaises and co-ordinates with internal & external groups on resolution of problems.
- Recommends preventative solutions to mitigate recurrence of similar problems.
- Develops and recommends improvements to current environment, policies & processes.
- Acquires and disposes of hardware and software.
- Maintains inventory of applications and software on computers for sustainment purposes.
- Configures network and server-related hardware and software.
- Monitors and maintains access and security of data and infrastructure.
- Configuration of server hardware and software.
- Advises desktop configuration management teams on hardware & software technologies and deployment alternatives.
- Advises network management teams on hardware & software technologies, connectivity and backup & recovery alternatives.
- Advises security management & control teams on security-related technologies and access control alternatives.
- Performs capacity planning.
- Reviews work of staff and provides training to them.
- Prepares, directs, and recommends for approval training material and documentation for use by clients and staff.
- Provides training to clients in use of technology.
- Prepares statistics and drafts summary reports.
- Supports the centralized management of access control.
- Installs /rolls out application, hardware and/or software and takes inventory of such assets.
- Designs and creates databases.
- Attends meetings.
- Travels to off-site locations.
Key Qualifications:
Your application must describe your qualifications as they relate to:
- Post-secondary education in computer science or related discipline and/or an equivalent combination of education and experience.
- Considerable experience providing IT technical support to clients that includes diagnosing, troubleshooting and resolving issues with desktop software, web applications, hardware, mobile wireless devices, network connections, printers and multi-function devices.
- Considerable experience in the installation and configuration of the Divisional applications and Corporate applications such as Microsoft Office applications including MS Access with Oracle ODBC connectivity).
- Considerable Experience in the support of Computer-Aided Design & Drafting (CADD) platforms such as Bentley or AutoCAD.
- Considerable experience in supporting large enterprise-scale solutions, with a proven record of ability to troubleshoot issues, log problems with solution vendors, and advance cases to resolution with escalated attention.
- Experience in developing and delivering training/user orientation courses.
You must also have:
- Must possess and be able to maintain a valid Ontario Class “G” Driver’s License.
- Knowledge of current and emerging technology, their application within the business and the ability to apply this knowledge in the development and support of in-house developed applications.
- General knowledge of the Occupational Health & Safety Act.
- Customer service skills working with clients, or staff to address service inquiries, requests and/or complaints.
- Strong conceptual, analytical and problem-solving skills.
- Excellent written and verbal communication skills and the ability to convey, clearly and effectively to a variety of audiences.
- Excellent interpersonal, oral, and written communication skills to provide troubleshooting support, prepare technical documentation and reports on problems, and to deal effectively with all levels of management and staff.
- Knowledge of Enterprise Document Management Systems and environments.
- Knowledge of Oracle/SQL.
- Knowledge of Plan management practices.
- Proven commitment to customer service, performance quality, and continuous improvement.
- Ability to lift/move IT equipment/boxes up to 40 lbs.
- Ability to vary work schedule based on operational requirements, i.e. work overtime based on operational requirements.
- Ability to prioritize, plan, organize and work independently and cooperatively with others in a team environment.
- Ability to meet the physical demands of the position.
- Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity and respectful workplaces.
