Information Technology Support Technician

Job Overview

This Limited Position (Special Project) under the Technical Support and Telecommunications section of the Information Technology Division at the City of Greater Sudbury involves being the primary contact for all user technology issues and delivering tier-1 IT hardware and software support. The role is supervised by the Manager of Technical Support and Telecommunications and is based at 199 Larch Street with a probable tenure of two years, potentially extending to four.

Key Responsibilities

• Serve as the first point of contact for end-user technology support across diverse hardware, software, and applications.
• Diagnose, troubleshoot, and resolve technical problems promptly, escalating unresolved issues appropriately while keeping users informed.
• Manage user expectations through effective communication and adherence to Service Level Agreements (SLA).
• Guide users on appropriate use of IT equipment and software to foster user independence.
• Maintain and update technical documentation, knowledge bases, and usage guides while analyzing support trends to suggest improvements.
• Provide first-level support for iOS device configuration.
• Collaborate with internal IT teams, software developers, and external vendors for system and application support.
• Install, service, and upgrade computer systems and peripherals including printers, telecom, and network devices.
• Track and manage IT assets including inventory, warranties, and equipment lifecycle.
• Administer user accounts and access rights system-wide.
• Assist in instructing IT courses offered by the division.
• Maintain all IT hardware and software assets, ensuring accurate records and inventories.
• Adhere to and promote City Health and Safety policies and provincial legislations.
• Perform additional relevant duties as assigned.

Required Qualifications

• Completion of college diploma in Information Technology, Computer Systems, Information Systems, or related field from an accredited Canadian community college.
• Certifications related to modern workplace technologies such as Microsoft 365 or networking are advantageous.
• Between one year and two and a half years of hands-on experience providing IT end-user support in a networked environment, including desktop/laptop and peripheral support, Active Directory management, and mixed-platform experience.
• Experience with office automation software in networked environments is beneficial.
• Strong understanding of PC hardware components and peripherals.
• Proficiency with Windows OS, Microsoft 365, Microsoft Office Suite, Outlook, SCCM, and other corporate standard software.
• Knowledge of local area networks, LAN administration and troubleshooting, and peripheral devices including printers and copiers.
• Competency in keyboarding and effective communication skills, both verbal and written in English; French verbal proficiency is a plus, with written skills considered an asset.
• Valid Class G driver’s license with safe driving record; physical fitness to operate a vehicle is required.

Working Details

• Position is bi-weekly part-time, requiring 70 hours over two weeks.
• No shift work is needed.
• Union Affiliation: CUPE 4705 Inside Unit.
• Hourly pay between $39.07 and $47.99 according to the IWIT Group 1 wage scale.
• The start date will follow completion of the selection process.

Additional Information

Applicants living outside Canada or new immigrants are encouraged to apply, as the City promotes an equitable and inclusive workplace. Disability-related accommodations are available upon request during recruitment.