ITS Support Consultant

Job Number: 3406
Job Type: Temporary Full-Time
Temp Contract Length: 18 Months
Location: 99 Regina St S - Public Health & Community Serv
Job Category: Information Technology
Number of Positions: 1
Department: Client Services
Division: Corporate Services
Hours of Work: 35
Union: CUPE 1883
Grade: CUPE 1883 Grade 011
Salary Range: $38.31 - $43.39 per hour

About Us!

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:

• Taking only what we need
• Leaving some for others
• Keeping the dish clean

This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.

Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051.

Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

The Role

Provides technical support to clients. Receives calls or service requests, classifies and identifies the nature of the problem, establishes priority, provides resolution if possible, or forwards to appropriate ITS staff. Administers and maintains network, document management system, and email access for clients. Creates, customizes, tests, and deploys software, client updates, and policies to lockdown computers.

Duties/Responsibilities

• Provides technical consulting and support to local and remote staff by troubleshooting corporate and PC problems. Serves as the first point of contact for problem determination. Initiates and resolves IS Service Requests or forwards to appropriate ITS staff for resolution (e.g. Voice, WAN, LAN, client security/access, and shrink-wrap and proprietary applications).
• Determines and evaluates if service requests are hardware, software or network related, and resolves same by troubleshooting client-server applications at the workstation and network level. Maintains contact with clients on operational and production problems and, as required, researches and presents clients with alternate solutions. Visits Regional offices to resolve problems, and perform preventive maintenance by checking settings, configurations, and performing system tests. Proactively implements fixes when observing potential software, hardware, or network issues, in consultation with clients.
• Administers MS Exchange, Lotus Domino, MS Lync, and DOCS accounts for Regional clients. Develops, tests, and creates objects for network applications, and client and group policies for divisions to control security. Restores files, folders, and emails from short-term backup as requested by users. Maintains and updates the Public Address Book.
• Provides technical support for handheld devices, including creating accounts on server and installing software on workstations. Configures and troubleshoots same and advises clients on best practices.
• Attends meetings with staff and technology committees to provide technical expertise in planning, implementation and use of systems software and other end-user related technology. Maintains knowledge and understanding of clients’ business functions to understand their technical requirements and provide workable solutions. Creates and maintains supporting documentation (e.g., committee reports, best practices documentation for clients).
• Assists supervisor with coordinating the installation and implementation of new technology, recommending changes and alternatives, and putting into place new practices relating to automation. Participates in feasibility studies and product evaluation by testing.
• Develops and maintains a knowledge base available to staff to effectively resolve commonly occurring client problems and concerns associated with information technology.

Additional Duties/Responsibilities

• Removes spyware and adware software from PCs and restores default settings; installs security software and configures PCs to prevent future installation of same.
• Creates images for fast and efficient deployment of replacement PCs. Tests standardized computer images for each model of PC and laptop; develops and tests customized images. Modifies and updates same for specialized implementation/deployment, as required.
• Plans, designs, and coordinates training sessions for the installation and implementation of desktops, client server hardware and software according to departmental standards and procedures. Analyzes and identifies clients’ training needs. Develops and maintains training modules, manuals, forms, and resource packages, and conducts training sessions to ensure maximum use of information technology, commensurate with clients’ needs and skill level. Provides ongoing core and refresher training, as required. Conducts email training monthly for new staff.
• Provides technical information regarding network, desktop, and application set-up to other ITS staff and Employment & Income Support technical support staff, as required. Prepares monthly status reports, quantifying results of consultation activities, and submits to supervisor for review.
• Ensures software and licensing policies are followed in accordance with software licensing agreements. Maintains and updates license server for specialty software.
• Assists supervisor with budget preparation by estimating resource needs for technology, forms management, and training. Updates and maintains computer inventory and equipment information.
• Contacts vendors for research, replacement parts, troubleshooting, and updates.
• Ensures approximately 1800 PCs are properly configured, maintained, stored and secured. Verifies (with staff at remote locations) that PCs, laptops and other equipment are properly stored and secured. Ensures PC applications and smartphones are fully functional and in good working condition. Ensures the proper care and handling of audiovisual equipment and training materials transported to various Regional work locations.
• Performs related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of computer technologies, specifically CPU architecture, VDUs, printers, and other equipment; LAN configuration topologies; cabling requirements; networking technology equipment; Microsoft Operating Systems; firewalls; data communications protocols (TCP/IP); virtual PCs; and software such as DOS; MS SCCM, Windows XP professional and Windows 7; Microsoft Office; Outlook, and Internet/Intranet, acquired through a minimum 3 year degree or diploma in Computer Systems Technology, plus 3 years of related work experience in PC hardware, software, and networks.
• Knowledge of and ability to comply with policies, procedures, and related legislation.
• Analytical and mechanical aptitude, organizational, time management, technical and problem solving skills to conduct training needs analysis; research, design, and deliver training programs; handle problems and complaints; work independently in a fast-paced environment with constantly changing priorities; analyze hardware and software conditions, probe for information, apply principles, and resolve client problems.
• Communication, facilitation, and presentation skills to conduct training programs; obtain technical assistance and information from suppliers; relate effectively with and instruct staff with a variety of computer skills and automation needs; and participate as an effective team member.
• Ability to read, understand, and apply information found in service agreements, license agreements, computer publications, trade journals, software documentation, hardware manuals, and system design and development language documentation.
• Ability to write reports, project plans, statements of work, project schedules, system requirements, training, educational and instructional modules and packages, policies and procedures, and correspondence; and to tailor writing for explanatory and instructional use by staff, ensuring language is precise and understandable to specialists and clients with varied skill levels.
• Ability to express technical concepts to a non-technical audience. Ability to respond to user requests, and instruct individuals on methods of using new and modified equipment. Ability to present technical training programs to groups.
• Ability to operate and troubleshoot audiovisual equipment (e.g., multi-media projectors, overheads, computers, video conference unit).
• Ability to flex/alter hours to meet deadlines, and may be requested to work overtime.
• Ability to travel within Waterloo Region.
• Ability to support and demonstrate the Region’s values.

The Region of Waterloo is an equal opportunity employer dedicated to an inclusive and accessible recruitment process. We actively encourage applications from diverse groups, including Black, racialized, First Nations, Métis, Inuit individuals, women, people with disabilities, and 2SLGBTQIA+ persons, and are committed to equity, diversity, accessibility, and inclusion in the workplace.

For an accommodation request, please contact us and we will work with you to meet your accessibility needs. Alternate formats of this document are available upon request. Please contact the Service First Contact Centre at phone number (519) 575-4400 to request an alternate format, or email talentmanagement@regionofwaterloo.ca.

Please note: candidates will be provided an update on their application. Please check your spam or junk folder occasionally as some candidates have noticed our emails in those folders (Gmail and Hotmail in particular).