Position Summary

Reporting to the Director of Information Services, the IT Application Support Analyst is responsible for providing timely and efficient technical support with new or existing computer systems and applications at all sites (primary, backup and remote sites). This position will also log and respond to service calls and provide basic training to assist user problems including resetting passwords and/or other authentication methods for voice mail, email/WINDOWS, RMS/CAD and other platforms/applications. The position is also responsible for providing technical support for printers, copiers and fax machines on an as needed basis.

This position may require rotating/variable shift schedules of work as required, including evening, weekends and holidays.

Company Bio

In partnership with the community, Kingston Police serves, supports and protects the safety of everyone in the City of Kingston. With over 200 police officers and 100 civilian employees, we strive to establish Kingston Police as an exemplary organization by inspiring public confidence, professionalism, accountable policing, and increased safety demonstrated through trusting relationships with partner agencies and the diverse members of the Kingston community.

Responsibilities

Strategy & Planning:

• Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for training process improvement, and implement approved changes.

Acquisition & Deployment:

• Conduct research into software application products and services in support of purchasing efforts.

• Provide support for the testing of new and existing software applications under development or consideration for purchase.

Operational Management:

• Field incoming problem tickets from end users to resolve authentication, application and software issues.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Maintain and enhance performance of all new and existing software and applications across the organization including identifying areas where application usage could be improved.
• Identify and learn appropriate software applications used and supported by the organization.
• Coordinate with department heads to assess departmental application training needs and objectives.
• Participate in the design, development, and delivery of software applications training programs and individual classes.
• Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist technicians in problem resolution.
• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
• Apply diagnostic utilities to aid in troubleshooting

Required Qualifications

Candidates must:

• Have a post-secondary diploma in Information Technology Systems or related field

• Have ITIL foundation, CompTIA A+, Microsoft Certified Professional, and/or Microsoft Certified Systems Engineer certifications

• Have minimum 2 years of relevant experience working in IT

• Have experience in wired and wireless communication systems (data, WiFi, VoIP and voice radio systems) and mobile device management (MDM) software

• Have extensive experience managing servers and storage, including WINDOWS, SharePoint, Microsoft 365 and/or LINUX

• Have experience training users on applications

ASSETS

• Certified, Information Systems Security Professionals (CISSP)

• Experience with security related software/hardware

• Experience with Microsoft 365 and other cloud/hosted services

• Experience with SIEM products, specifically Logrhythm

• Proactive self-starter, demonstrated ability to work independently and in a team

• Valid “G” Driver’s license

• Excellent customer service skills for internal and external contacts, including vendors and suppliersF

• Demonstrated computer and technical skills (WINDOWS and LINUX operation systems, Internet and intranet technologies, WANS/LANS, including switches, routers, bridges and repeaters, etc.)

• Experience working independently and setting priorities for efficient task completion

• Ability to multitask and focus attention within a busy environment subject to interruptions

• Ability to investigate and analyze problems to determine the impact, scope and root cause and provide assistance in their resolution

• Strong detail-orientation and accuracy

• Strong communication skills both verbal and written to assist others

• Familiar with web conference applications such as MS Teams, and Zoom

• Experience in a highly secure environment

• Experience with police applications such as RMS and CAD

• Network management experience and exposure to hyper-converged environments

• Change management or IT governance experience

Closing Statement

Kingston Police hire on the basis of merit and are committed to reflecting the diversity of the Kingston community and Canada. We are also committed to ensure a non-discriminatory, barrier-free and accessible recruitment experience. Should you require accommodation through any stage of the recruitment process, please inform us by emailing recruitment@kingstonpolice.ca. Accommodations are available in accordance with the Ontario Human Rights Code (OHRC) and Accessibility for Ontarians with Disabilities Act (AODA).

We thank all who apply, however, only those selected for further consideration will be contacted. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act.