End User IT Experience Analyst

Are you looking for a great career and rewarding future in the IT client support world? Consider this exciting opportunity with the Ministry of Public and Business Service Delivery (MPBSD), Infrastructure Technology Services (ITS) Division. Join a highly skilled team of End User IT Experience Analysts at the Service Centre and provide support to our clients including Ontario Public Service (OPS) employees as well as external agencies.

Our vision in ITS is “Powering next-generation public services for the people of Ontario” and our mission is “Empowering the Ontario Public Service to deliver simpler, faster, better services through modern infrastructure, digital tools, and expert teams.”

Keep reading to learn more about this great opportunity.

Note: The successful candidates will have the option of working from the following satellite office locations:

• 1 stone Rd, Guelph
• 17 Gable Lane, Kingston
• 659 Exeter Rd, London
• 200 First Ave W, North Bay
• 33 King St W, Oshawa
• 300 Water St, Peterborough
• 301 St Paul St, St Catharines
• 222 Jarvis St, Toronto
• 159 Sir William Hearts, Toronto

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?In this role, you will:

• Provide multi-tier IT hardware and software support to ensure uninterrupted operation of Ministry hardware and software by regularly monitoring, identifying, diagnosing and resolving IT technical incidents and requests in accordance to ITIL incident, change, configuration, project, time and problem management practices.
• Work collaboratively with internal partners and staff in the end-to-end incident and problem resolution.
• Ensure resolution of issues and requests are completed in accordance with service level agreements.
• Establish and promote best practice standards and guidelines defined for administrative and operational procedures.
• Analyze patterns and trends in recurring issues reported by users, research and develop recommendations to address these problems.
• Provide on-call and/or overtime support services on weekends, and holidays to resolve system related issues.

How do I qualify?Technical Skills:You have:
• knowledge of cloud computing technologies
• knowledge of desktop hardware components, operating systems configurations, network technologies and configurations and Enterprise Directory technologies in a LAN/WAN environment
• technical, analytical/troubleshooting, research and problem-solving skills to act as an expert in resolving or referring computer hardware or software problems, including security threats
• knowledge of desktop troubleshooting and software deployment tools
• the ability to acquire knowledge of service level agreements to ensure requests are resolved and fulfilled within timelines
• knowledge of ITIL best practices in incident, change, configuration, project, time and problem management
• knowledge of standards, procedures and tools for version control and release management

Organizational, Problem-Solving and Leadership Skills:You have:
• organizational skills to prioritize incidents and service requests assigned
• the ability to resolve computer software problems in an effective and efficient manner
• leadership and coaching skills to provide direction and training to new staff, students and clients

Communication and Interpersonal Skills:You have:
• the ability to maintain effective working relationships with staff, colleagues and management
• customer service skills to establish good working relationships with clients
• good oral and written communication skills to understand and present complex technical concepts in non-technical terms with clients and to discuss and make recommendations to management

Additional Information:

Note:

• In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.
  
  Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Corporate Talent Programs Branch, Talent and Leadership Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.
  
  A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
• T-MG-221487/24(6)

How to apply:

1. You must apply online.
2. Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the Writing a Cover Letter and Resume: Tips, Tools and Resources.
3. Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.
4. Read the job description to make sure you understand this job.
5. OPS employees are required to quote their WIN EMPLOYEE ID number when applying.
6. If you require a disability related accommodation in order to participate in the recruitment process, please Contact Us to provide your contact information. Recruitment services team will contact you within 48 hours.

Please be advised that the results of this competition may be used to form an eligibility list of qualified candidates to potentially fill future vacancies represented by the Ontario Public Service Employees Union (OPSEU). In accordance with the Collective Agreement, eligibility lists are shared with OPSEU representatives. By applying to this competition, you are providing consent that your name may be shared with OPSEU representatives.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Remember: The deadline to apply is Thursday, November 21, 2024 11:59 pm EST. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.

All Ontario Public Service external job advertisements are posted in English and French. To confirm the language requirements of a job, check the "language of position" information at the top of each job ad. For all positions, candidates will be assessed in English, the business language of the Ontario Public Service. For English/French designated bilingual positions, candidates will also be assessed through French-language proficiency testing.

Toutes les offres d'emploi externes de la fonction publique de l'Ontario sont affichées en anglais et en français. Pour connaître les exigences linguistiques, vérifiez les renseignements sur la « langue du poste » figurant dans le haut de chaque offre d'emploi. Pour tous les postes, l'évaluation des candidates et candidats se fera en anglais, la langue usuelle de la fonction publique de l'Ontario. En ce qui concerne les postes désignés bilingues, la maîtrise du français des candidates et candidats sera également évaluée.

Note: The only website where you can apply on-line for positions with the Ontario Public Service is http://www.gojobs.gov.on.ca

Apply Online