The IT Technical Support and Service Coordinator provides technical support to internal NPC Information Technology users, both local and remote. This role is responsible for maintaining appropriate security access controls and permissions to safeguard access to on-premises and cloud-based applications and services. The IT Technical Support and Service Coordinator will develop and maintain computer management database (CMDB), documentation, IT procedures.IT Technical Support and Service Coordinator. This role will administer Software Asset Management (SAM) and control the assigning of licensing and software’s employed at NPC.

Niagara Parks offers a salary range of $70,966.44 to $84,668.18 as well as comprehensive benefits and a defined benefit pension plan. Applications for this position will be accepted until September 22, 2025. This position is on-site in Niagara Falls, ON. Qualifications

• Successful completion of a University Degree or a College Diploma in Computer Science.
• Microsoft Technology Associate (MTA), CompTIA Server+
• VMWare Certified Professional (VCP)
• Microsoft Certified Solutions Associate: Office 365 (MCSA: Office 365)
• Microsoft Certified Solutions Associate Server 2022 (MCSA: Server 2022)
• Apple Certified iOS Technician (ACiT)
• Extensive knowledge of Windows operating systems, Windows networking concepts, Microsoft Office 365, Active Directory, software licensing. VMWare.
• Minimum of five (5) years of related experience administering and troubleshooting Microsoft equipment, software server technologies and end-user support experience.
• Experience in managing Active Directory, DHCP, DNS is required.
• Effective communication and interpersonal skills coupled with strong customer service orientation and a proven team player.
• The incumbent is required to be highly organized and can prioritize and multitask effectively.
• Engage with end users in a professional manner, ensuring a high level of confidentiality, as appropriate.
• Demonstrated experience in troubleshooting, analytics and problem solving required with the ability to resolve issues effectively.

KEY ACTIVITIES

• Manage and administer all Niagara Parks user access including but not limited to supporting the Executive Team and Commission.
• Coordinates inquiries directed to the IT Helpdesk, including providing technical and maintenance advice to end users and utilize remote access for troubleshooting and resolution.
• Create and assign tickets to IT or SME responsible.
• Primarily accountable for the management of AD/Office 365 accounts, licenses and permissions within Microsoft 365 for new, existing, departing or transferring employees,
• In consultation with the department/end user, consult on and assist with establishing security for programs with Microsoft 365 (i.e. SharePoint) applications.
• Complete new hardware and software access for users with IT deployment tools. Including creation and maintaining of endpoint images and software deployment package.
• Configure and monitor file server permissions to ensure appropriate access control and security.
• Troubleshoot hardware and software issues for all levels of the organization.
• Prepare and obtain quotes, draft RPF/RFI documents with respect to equipment, equipment repairs and maintenance as required.
• Manage and coordinate IT inventory supplies and assets to meet organizational requirements, ensuring accuracy, availability, and adherence to IT policies and procedures.
• Computer deployment will be controlled, documented and maintained by the Technical Support Analyst.
• Maintain the Computer Management Asset Database (CMDB) containing all equipment and software assets for Niagara Parks and recommend replenishment and or concerns.
• Liaise with internal and external stakeholders and coordinate IT resource requirements and support at events, meetings, conferences, office set up and system implementation.
• Offer technical guidance, advice, and training recommendations to staff on hardware and software usage. Perform routine maintenance on hardware and software to ensure optimal system performance.
• Ensures IT requirements are met for Commission meetings, external vendors, etc. Provide general support and troubleshooting for authorized software applications and hardware systems.
• Maintain Helpdesk and support documentation to ensure up-to-date reference materials.
• Administer and manage mobile device hardware through Mobile Device Management (MDM) systems.
• May lead or guide the work of others (ex. students)

Performs Other Related Duties

• Provide general support and troubleshooting for authorized software applications and hardware systems.
• Participates in consultations with NPC departments on IT capacity planning and provides recommendations for future functionality.
• Ability to work evenings and weekends, and rotational shift work as required.
• Participate in the weekly on-call schedule.
• As assigned.

The personal information in your candidate profile is collected under the authority of the Niagara Parks Act, R.S.O. 1990, C.N.3, s.4(l) and in accordance with the Freedom of Information and Protection of Privacy Act. It will be used to assess your qualifications for the job postings to which you apply. If successful, your information will also be used for the creation of your employee profile under the authority of the Employment Standards Act, 2000, c.41, s.15(1). We are an equal opportunity employer. In accordance with AODA (Accessibility for Ontarians with Disabilities Act, 2005), Niagara Parks will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If you require disability – related accommodations, please inform the Human Resources (HR) staff. We thank all applicants for their interest, however only those selected for an interview will be contacted. If you require additional information regarding the collection and use of the personal information in your candidate profile, or would like to request an alternate format, please contact Niagara Parks at 905.295.4377 or by e-mail at employment@niagaraparks.com