Desktop and Mobile Support Technician

DESKTOP AND MOBILE SUPPORT TECHNICIANPosting# #2024-067JJR# #201Job Title: Desktop and Mobile Support TechnicianCivilian/Sworn: CivilianStatus: Full-time, PermanentDivision: Division 1Department/Unit: Client ServicesSalary Grade: Schedule 7ESalary Range: $69,824 - $82,150 (as of January 1, 2023)Posting Date: August 28, 2024 Closing date: September 18, 2024Primary Job Location: Division 1 - 155 King William Street, Hamilton, Ontario (Travel to other HPS locations may be required based on the needs of the Service)Remote Work: This position is not currently eligible for remote work opportunities. Hours of Work: Monday to Friday working forty (40) hours per week eight (8) hour days. Some flexibility may be required to meet work demands. SUMMARYAbout HPSHamilton Police Service is comprised of four divisions, plus a training facility, that provides frontline and investigative services to Hamilton's more than 550,000 residents.Our vision to be a trusted partner in delivering public safety is what motivates our members each and every day. Hamilton Police Service is an innovative police service dedicated to working in partnership with our communities to make Hamilton a safe and healthy community to live and work. Established in 1833, Hamilton is one of the oldest policing services in the world.Position Summary Under the direction of the Supervisor, Client Services, the Desktop & Mobile Support Technician will provide technical support for HPS’s desktop computer and mobile device environment, including software, hardware and peripherals, and provide on-site support to the user community. The Technician is responsible for responding to user computer and software issues, diagnosing problems, and applying proven analytical and problem solving skills to help identify and resolve issues with respect to desktop and mobile devices.Duties, but not limited to; In collaboration with Infrastructure and Operations staff, participate in the planning and testing of operating system or hardware upgrades to the standard desktop or mobile workstation environment. Create and deploy desktop operating system images utilizing MS Endpoint Configuration Manager. Assist in evaluating new desktop and mobile computer hardware and equipment and deploy new desktop and mobile technology according to the hardware replacement plan. Coordinate with supplier for offsite imaging and delivery of equipment to site.Evaluate and deploy new desktop and mobile applications. Document application installation, troubleshooting and maintenance procedures for Service Desk use. Automate application deployment via MS Endpoint Configuration Manager or other software tools where possible.Coordinate with Business Applications & Solutions team for testing and deployment of corporate application software on desktop computers and in vehiclesInstall and maintain in-vehicle computer equipment, including mobile workstation, modem and peripherals. Troubleshoot problems related to in-vehicle hardware and software.Maintain inventory of all desktop and mobile workstation hardware and desktop software using Asset Tracking software tools. Advise Supervisor of need to replenish consumable stock.Coordinate secure disposal of computer technology assets, including hard drive wiping and preparing for asset disposal via sale on GovDeals.For issues escalated from the Service Desk, review, diagnose and resolve client hardware and software issues. Provide workarounds and/or solutions to Service Desk staff via demonstrations and/or documentation. Support the implementation of new computer projects and installations. Liaise with third party support and equipment vendors to resolve technical support issues.Perform other duties, as assigned, related to the major responsibilities of the job.Supervisory Responsibilities: Not applicable. Working Conditions: Will work in regular office environment as well as inside fleet vehicles, and will need to travel to and from various work locations.Must be able to work in awkward positions for extended periods of time to install communication and computer equipment. Duties may involve exposure to highly confidential and sensitive information which cannot be shared except in the course of judicial proceedings or pursuant to the order of a Command Officer or Supervisor.Physical & Sensory Demands/Dexterity:Assignments will involve activities such as reading, writing, keyboarding, listening, talking, sitting, walking, standing, reaching, bending/stooping, and lifting, and transporting of moderately heavy objects, such as computers and peripherals. Education & Experience:Minimum two (2) year Community College Diploma in the field of Computer Science or Computer Engineering, or a related technical field (e.g. Information Technology, Information Systems, Information Management, Network Administration, Network Systems, Network Engineering). Total minimum 3 years of experience in the IT field, supporting technologies such as Active Directory, DNS, DHCP, and group policies. Including a minimum one (1) year previous experience installing, troubleshooting, repairing, and maintaining computers and peripherals required.Working knowledge of the following: Microsoft System Center Configuration Manager (SCCM) or other imaging and deployment software.Certifications & Licenses:Valid Class G Driver’s License, or the equivalent, with ability to drive a vehicle in Ontario with full driving privileges is required. MCSE Desktop Infrastructure and Server Certification, or equivalent.Skills & Competencies:A technical background in troubleshooting, repair, and maintenance of computers and peripherals in a Microsoft Windows environment, including the ability to analyze, research and problem solve repairs as required. Basic understanding of electrical wiring.Proficient in Microsoft Office Suite (e.g. 2016), especially MS Excel for tracking and reporting on inventory.Exceptional written and oral communication skills including documentation skills with high attention to detail and the ability to communicate technical information in a non-technical manner.Ability to effectively prioritize and execute tasks in a high-pressure environment.Exceptional customer service orientation and highly self-motivated.Ability to work independently.INTERESTED IN THE POSITION?Kindly submit your application (i.e. updated cover letter and resume) via email by indicating the posting number in the subject line to [email protected] before 11:59 PM on September 18, 2024. Please be advised we do not currently use AI technology as part of our screening and selection process.Hamilton Police Service is also committed to a fair and equitable recruitment and selection process, as well as in building, mentoring, and retaining a talented and diverse workforce representative of the communities we serve.We remain committed to creating a workplace culture that is inclusive and reflects the diversity of the communities we serve. We strongly encourage applications from diverse communities, including Indigenous peoples, persons from racialized groups, 2S&LGBTQIA persons, persons with disabilities, those who are able to speak fluently in another language(s) as well as anyone committed to a rewarding career in public service.In accordance with the Ontario Human Rights Code (OHRC) should you require an accommodation at any time during the recruitment and selection process we encourage you to notify the Human Resources @ [email protected] thank everyone for their expressed interest and appreciate the time you’ve taken to submit you application. However, due to limitations only those selected for employment testing and/or an interview will be contacted.