Project Description

December 2023 – Present

Key Duties

The position will achieve its purpose through the following key duties while working with relevant staff and service providers, in accordance with legislative requirements:

Strategy & Planning:

  • Assist in developing long-term strategies and capacity planning for meeting future end-user device and network needs.
  • Able to support a variety of IT devices at our primary ITC Services HQ office and within other central sites.

Acquisition & Deployment:

  • Conduct research on end-user and network devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase.
  • Write technical specifications for purchase of end-user devices and related network products.

Operational Management:

  • Perform onsite analysis, diagnosis, and resolution of complex computer and network problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
  • Accurately document instances of any IT failure, repair installation and removal, as well as moves and changes.
  • Record and manage equipment to repair for equipment under warranty or service contracts.
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related network hardware and software to deliver required deskside service levels.
  • Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
  • Collaborate with network technicians/engineers to ensure efficient operation of the govnet’s end-user computing environment.
  • Where required, administer and resolve issues with associated end-user workstation networking software products.
  • Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
  • Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
  • Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and switches/routers/servers, etc.) are in proper working order.
  • Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
  • Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
  • If necessary, liaise with third-party support and equipment vendors.

Company: ITC Services