Technology Analyst 2

Technology Analyst 2

The City of Toronto is seeking a Technology Analyst 2 to provide desktop support for Information Technology hardware and software, and to assist with the implementation of IT projects.

Major Responsibilities

As a Technology Analyst 2, your responsibilities will include:

• Providing comprehensive desktop support for IT hardware and software.
• Responding to user inquiries regarding IT problems and service requests.
• Consulting with users on hardware/software issues, providing technical assessment and resolution.
• Extracting information to diagnose and resolve problems effectively.
• Installing and configuring desktop hardware and software.
• Implementing City-wide and Divisional hardware and software upgrades and projects.
• Coordinating and escalating technical issues with internal and external groups, including vendors.
• Following up on reported problems and keeping users informed of progress.
• Participating in team projects and recommending improvements to support quality and efficiency.
• Providing input for the development and improvement of current IT environments, policies, and processes.
• Training clients on the use of desktop technology.
• Preparing documentation to facilitate knowledge transfer.
• Contributing to statistics and drafting summary reports.
• Documenting solutions to hardware/software problems for users and IT staff.
• Collecting and maintaining asset inventory, and performing hardware and software disposal.
• Performing other assigned desktop-related IT tasks as required.
• Traveling within the City of Toronto and to other GTA locations for training and ad-hoc support.

Key Qualifications

To be considered for the role of Technology Analyst 2, your application should highlight your qualifications in the following areas:

• Post-secondary education in a computer-related field, or equivalent combination of education and Tier 2 Desktop Support experience.
• Experience in a large, diverse computing and customer support environment.
• Experience configuring and troubleshooting Windows 10/11, Novell, Office 365, various web browsers, Desktop Imaging, and mobile devices (Tablets, Notebooks, Smartphones).
• Strong working knowledge of Active Directory and Enterprise Security Level software.
• Extensive experience providing over-the-phone and in-person technical support, documenting incidents per ITIL processes.

You Must Also Have

• Ability to prioritize, plan, organize, and work independently and cooperatively.
• Valid Ontario class "G" Driver’s Licence and access to a properly insured vehicle.
• Ability to lift objects up to 40 lbs.
• Ability to travel within the City of Toronto as required.
• Strong conceptual, analytical, and problem-solving skills.
• Commitment to customer service, performance quality, and continuous improvement.
• Excellent communication skills, able to convey information clearly to various audiences.

Note to Internal Employees

City of Toronto employees must apply through the City's Internal Job Posting Portal.

Equity, Diversity and Inclusion

The City is committed to creating an inclusive workplace that reflects the diverse residents it serves. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to providing barrier-free and accessible employment practices. Should you require accommodation during the recruitment process, please make your needs known.

Key skills/competency

• Desktop Support
• Information Technology
• Hardware and Software Support
• IT Projects
• Windows 10/11
• Office 365
• Active Directory
• ITIL Processes
• Customer Service
• Problem Solving