Technician, End User Devices

JOB INFORMATION

Requisition ID: 5794

Number of Vacancies: 1

Department: Information Technology Services (20000014) – End User Devices (30000038)

Salary Information: $66,666.60 – $83,356.00

Pay Scale Group: 07SA

Employment Type: Regular

Weekly Hours: 35, Off Days: Saturday and Sunday Shift: Day

Posted On: June 22, 2022

Last Day to Apply: July 3, 2022

Reports to: Senior Analyst, End User Devices

The Toronto Transit Commission (TTC) is North America’s third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC’s vision is to be a transit system that makes Toronto proud. The TTC’s recruitment efforts are directly aligned to its mission of providing “a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy.”

General Accountability

Reporting to the Senior Analyst, End User Devices, the Technician, End User Devices provides end users with problem analysis, problem resolution, consultation and technical support for: end user computing hardware such as desktops, laptops, tablets (Windows and Android) and all peripherals including software, desktop application software, electronic mail, printing services, and Local Area networked systems. The work also involves assisting with the delivery, installation and disposal of all end user computing hardware, updating inventory records in a timely manner and assisting with the performance monitoring of end user computing hardware/software provided to the customer. The incumbent must support customers at various sites and meet changing work demands in a competent and professional manner. The position requires creative technical and logical problem solving skills and analytical abilities primarily in the end user computing hardware and software fields and must be oriented toward customer service.

Key Job Functions

The incumbent provides first level of technical support to customers on end user computing hardware including peripherals, access, electronic mail, desktop software and telecommunications or network issues. This involves:

Supporting different models of desktop, laptop and tablet hardware including: system units, monitors, hard disk drives, CD-ROM drives, graphics and network cards, printers, keyboards, operating system software, graphical user interfaces, device drivers, diagnostic tools, security software, core desktop business application software and connected accessories;

Analyzing problems referred to End User Devices by the Customer Services, IT Service Desk and determines possible causes and resolutions;

Recommending or implementing business and/or technical solutions using network management and problem resolution software to resolve problems;

Assessing whether hardware requires repair service and recommends units for repair to Senior Analyst, End User Devices;

Assisting with the development of operational and performance system configurations for desktop services;

Providing technical support for all releases of core desktop business application software including word processing, spreadsheets, databases, graphics, electronic mail and mainframe emulation software;

Installing, updating and configuring desktop hardware, system application software and assisting with new desktop hardware deployment in accordance with area, section, department and Commission’s standards;

Maintaining records, procedures, documents and reports which specify requirements for longer term repairs and other remedial action;

Updating all Incidents and Service Requests in Service Desk Manager with appropriate comments in a timely manner

Researching and evaluating (usually under the guidance of the Senior Analyst, End User Devices) desktop technologies, hardware/software products, tools and services;

Providing technical and functional assistance, guidance and direction to other Information Technology Services staff and customers concerning the use of desktop equipment and problem resolutions;

Carrying out various administrative duties, such as: time accounting, work plan formulations, group meetings, inter-site visits and hardware repairs.

Responsible for treating passengers and/or employees with respect and dignity and ensuring the needs of passengers or employees with disabilities are accommodated and/or addressed (within their area of responsibility) in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service provider and an employer.

Performs other related duties as assigned.

Skills

Apply analytical skills

Use office technology, software and applications

Understand and apply administrative policies, processes, and procedures

Communicate in a variety of mediums

Demonstrate specialized expertise and knowledge in the assigned field

Plan and organize activities / projects to meet section and organizational goals

Education and Experience

Must have completed technical education in community college or technical diploma in computer studies, or have multiple years relevant working experience in the computer service field.

Must possess a valid Province of Ontario Class “G” Driver’s Licence.

Additional Requirements

Must have completed some courses working towards a Microsoft Certified Systems Engineer (MCSE).

Requires a sound knowledge of desktop equipment including hardware, software products and related applications.

Must possess good technical knowledge, be customer service oriented with excellent customer service and customer relations skills.

Must possess good analytical, problem solving, interpersonal, verbal and written communication, and administrative skills.

Ability to maintain positive work and customer relationships, and be a team player.

Must have an A+ and Network+ Certification for Computer Support and Service Technicians.

Must have minimum 2 certifications to support either, HP, Dell, or Lenovo.

May be required to work outside of regular business hours to respond to trouble calls or other business requirements and/or may receive telephone calls at home, or be on standby.

Must have experience working with hardware (HP, Dell and Lenovo) and software (Microsoft applications, Windows 10 / 11 operating system, etc.)

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQ(IA+) community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Human Resources – Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

Note: All TTC Employees are required to be fully vaccinated as a precondition of employment in accordance with TTC’s Mandatory Vaccination Policy

We thank all applicants for their interest but advise only those selected for an interview will be contacted.