22-70: Technician, Information Technology

Who are we?

Credit Valley Conservation is one of Ontario’s 36 conservation authorities dedicated to protecting, restoring and enhancing our local natural environment. We care for the Credit River, its streams and tributaries from the headwaters in Orangeville to the shores of Lake Ontario in Mississauga. We are scientists, engineers, researchers, educators, environmentalists, stewards, planners, foresters, recreation experts and much more. We create connections between people and nature, knowledge and action. We inspire appreciation for the role of nature in keeping people connected, healthy and happy. We’re leaders and explorers. We are professional and we’re inspired. We know our stuff, and we work every day to make a difference.

Who are you?

You want to be part of an organization with an environmental goal. You get up every day and go to work with purpose. You accept that you may not change the world, but you’ll try to make an impact in your corner. You like to partner with skilled people across many professions. It’s as natural for you think about the outdoors as it is to think out of the box. You’re passionate, responsible and approachable. You do what’s right, not just what’s easy. You care, and it shows.

Why work for us?

We offer competitive public sector pay. We have a good employee benefits program. We’re members of the Ontario Municipal Employees Retirement System (OMERS) pension fund. We have flexible work hours for many positions. We find time to have fun and celebrate successes. You’ll have free access to our parks and discounts on recreational equipment rentals. You’ll know your co-workers by name and will make fast friends. You’ll like being at work.

Summary of Functions

The position is responsible for providing technical support expertise and front line support for the Information Technology (IT) and Information Management division. This position is responsible for resolving hardware, software, network and voice related incidents and providing end-user support to ensure smooth transition of computer systems.

Eligibility Requirements

Education

  • Pursuing a Post-secondary education in computer science or a related field or related discipline
  • A+ certification or Microsoft certification preferred

Experience

  • Experience in a technology support role or an equivalent combination of education and experience
  • Experience diagnosing problems with a broad array of computer hardware and software systems
  • Experience with Avaya telephone system/sets, Microsoft 365 software environment, end-user mobility devices (i.e. cell phones, iPhones)

Knowledge, Skills and Ability

  • Strong knowledge of Microsoft based operating systems with emphasis on Windows Workstation OS (Windows 10 and 11) and Office 365
  • Proficiency using ServiceNow is considered an asset
  • Aware of best practices in Information Technology service delivery such as SDLC, PMBOK, COBIT and ITIL
  • Strong interpersonal and communication skills to build and foster partnerships with clients, technical team, and management in an audience-friendly manner
  • Driven to continual improvement of processes and working environment
  • Able to handle fluctuating workloads, conflicting priorities and concurrent activities
  • Able to work independently and has the desire to learn and share knowledge with team members
  • Strong team player with excellent customer service skills along with a demonstrated commitment to service excellence, quality and client communication
  • Exercise sound judgement and make decisions within scope of position
  • Strong analytical skills and troubleshooting methods
  • Strong technical knowledge of personal computers and network systems
  • Able to travel to various CVC locations; and able to work evenings, weekends and holidays, on-call rotation and/or shift work
  • Lifting of equipment routinely required
  • A valid driver’s license and access to a vehicle

Summary of Major Tasks

Help Desk and Client Services Support

  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries. Triage requests by either resolving issue or escalating the request to senior staff, as needed
  • Provide support for internal clients via ticketing system and receive, log and manage calls
  • Resolve all incidents/service requests to the client’s satisfaction before closing the ticket and ensures that resolution is documented
  • Install and configure computer hardware and software
  • Troubleshoot, diagnose and resolve hardware/software problems
  • Collaborate with IT division on various projects and liaise with clients and IT
  • Set up IP phones and assist with conference (MS Teams) set ups
  • Train and review general IT policies and procedures with new hires
  • Report local IT operations/projects to IT and IM management
  • Creates a positive staff support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling requests with a professional attitude

Information Technology

  • Acts as a technical support for CVC staff to resolve problems with specialized and dedicated technology systems
  • Provide response to requests for assistance or service originating from department in a prompt and courteous manner
  • Provide on-site technical support to resolve hardware, software, network, voice and related technology incidents or service requests
  • Assist with identifying ‘root cause’ problem analysis for repeat or serious incidents to avoid recurrence
  • Assist clients with use of technology, in moves, adds and changes, including software installation
  • Configure and install devices such as cell phones, printers, scanners, copiers, etc.
  • Participate as an effective team member for service delivery and problem resolution
  • Identify opportunities to improve the efficiency and effectiveness of the Section and/or the Division
  • Work in partnership with project teams to provide software installation expertise

Asset Management Data Coordination

  • Electronically track the portfolio of corporate assets including equipment, infrastructure, vehicles, etc.
  • Ensure records on corporate assets are up to date and accurate
  • Participate in discussions about long term coordination of assets and identify the best uses based on reporting
  • Prepare reports on asset usage, lease expiries, performance and maintenance checks

Other duties and projects as appropriate to the position.

Vaccine Policy

New employees are required to be fully vaccinated against COVID-19 as defined by the Ministry of Health as a condition of employment and must have satisfied the full post vaccination period required to ensure vaccination efficacy. The requirement to be fully vaccinated is subject to the Ontario Human Rights Code.  If you are not fully vaccinated, a documented medical reason provided by a physician or registered nurse and time period for the medical reason may be accepted.

Scroll to Top