Senior Computer & LAN Services Technician
Type of Position
Yes – 15 months
As part of a team, and under the direction of the Technical Lead, operate and maintain desktop and laptop computers with special focus on customer and their business needs. Under the direction of the Technical Lead, perform various system administration activities such as operating system administration, evaluating, testing and installation of MS Windows applications, performing or assisting with routine system maintenance and producing and maintaining current system configurations to maintain efficient day-to-day operation. Create and maintain records, inventories, systems and desktop support procedures. Perform various desktop administration activities that include, but are not limited to:
(a) Basic desktop administration such as adding and deleting network users (using automated setup program), maintaining, reviewing and adjusting directory structure, drive mappings, user and group rights, network printing services, login sequence, batch or script files and documentation.
(b) Evaluating, testing, and installing desktop applications and upgrades as new versions are released and approved. Advising network users of changes and enhancements to desktop service offerings.
(c) Performing or assisting with routine system maintenance and security procedures. Follow the steps outlined in desktop support procedures documents. Perform clean-up procedures and re-initialization as required. Refer unusual problems and questions to the Technical Lead.
(d) As required, use automation tools to perform regular (in some cases daily) rudimentary administrative update tasks and common, periodic maintenance tasks on desktop applications such as MS Office, MV90, PTI, PSSE and DSA Tools.
(e) Produce and maintaining current desktop configurations and statistics for use by the Technical Lead. Using documented procedures, locate and investigate problem situations, referring unusual problems to the Technical Lead.
(f) Create and maintain records, inventories and systems related to documenting procurement and surplussing of equipment, as well as network, workstation and systems operation and administration procedures including but not limited to:
- Inventory control of branch hardware and software (including licenses, original software, and manuals when available);
- User workstation configurations, profiles and setups;
- Network procedures, event (trouble) log and user guide, performance and optimization statistics;
- User reference library of software manuals.
(g) Following standard procurement procedures (and any additional instruction included in Desktop Procedure documents), perform clerical functions related to the procurement and recording of computer related equipment and software. Refer unusual problems to the Technical Lead or other designated person.
(h) Following the Desktop Support Procedures and under the direction of the Technical Lead, perform daily user support and maintenance tasks for desktops and computer equipment peripherals, including but not limited to the following:
- Setup and configuration of desktops, laptops and print servers;
- Installation of minor hardware (Random Access Memory (RAM) upgrades, Network Interface Cards);
- Installation and maintenance of standalone software applications when approved by user's Manager;
- Clean-up and/or organization of workstation disk space;
- File recovery services for any local files when possible;
- Network cabling requests from users and reference to appropriate service provider as required.
(i) Investigate system failures and malfunctions by receiving "help" calls or E-mail from system users. Determine priority, complexity, and support jurisdiction of the problem, record it in the ticketing system and respond accordingly. Respond directly to trouble calls in their purview and forward those outside their expertise to the appropriate desktop support team member. Refer to designated personnel or Technical Lead, those help requests which exceed the scope of the standard practices in complexity, requiring interpretation and/or extension thereof. Troubleshoot problems utilizing various software packages and utilities and diagnostic routines to determine the malfunction and resolve the problem within acceptable time lines (as outlined in the Desktop Support Procedure documents)
(j) Provide user support for common Windows software packages that have been approved for use in the business function. Under the direction of the Technical Lead and on special request from the systems team, provide workstation support and user support.
(k) Perform other duties as required.
- Requires knowledge of computer science or related technical subjects and disciplines in order to support and trouble shoot desktop systems and network connectivity. Specific knowledge would include networking, and desktop administration. Requires knowledge of technical writing to prepare effective reports and procedures
- Requires knowledge of computer fundamentals and the principles of computer operation, data processing and computer communications to understand the application, use and operation of desktop and laptop computers and related office productivity software.
- Demonstrated customer support skills.
- Requires a good knowledge of English to communicate effectively both orally and in writing, to interact with customers, train staff and prepare and update documentation.
- Comprehensive understanding of MS Windows computer operating systems and related Microsoft software.
- Requires knowledge of computer technology, software and peripheral components to provide maintenance and troubleshoot malfunctions.
- Requires knowledge of mathematics and technology to analyze data, prepare reports and present results.
- Able to use Office productivity software such MS Word, MS Access, MS Project, MS Excel, MS PowerPoint and MS Visio in an effective and efficient manner.
- Understanding of IESO market systems that support settlements and financial business processes would be of benefit.
- Experience with use of Altiris client management tools would be of benefit.
- Demonstrated ability to follow change management and quality assurance practices would be of benefit
- This knowledge is considered to be normally acquired in and equivalent to a Grade XII education in a secondary school plus intermediate related courses.
- Up to four years is deemed necessary to gain this experience.
- Motivated and enthusiastic individual
- Excellent English communications skills (written and verbal)
- Good analytical skills.
- Strong interpersonal and customer focus skills.
- Able to facilitate the execution of tasks involving multiple experts and differing technologies
- Ability to work with minimal supervision.
- Ability to work effectively in a team environment.
- Deadline oriented individual.
- Proven excellent customer service skills.
- Demonstrates organizational skills.
- Demonstrates leadership qualities.
- A strong personal commitment to customer needs.
- A strong commitment to corporate objectives.
- Primary work location is Mississauga occasional trips to the Backup Operations Centre and downtown Toronto
- May require working hours outside of normal business hours.
- The successful candidate will likely be placed on-call at some point in the future.
If you have the experience and qualifications for this position, please apply on-line through our online application form.
We thank all candidates for their interest in opportunities with the IESO. While we appreciate your submissions, we regret that we can only contact those candidates selected for interviews. The IESO is an equal opportunity employer.