Systems Administrator/Operations Support Specialist - Intermediate

Summary:

Join our team as an IT Asset Management & Field Services Specialist to support enterprise-level asset tracking, IT support, and project coordination. You’ll manage the full lifecycle of IT assets, provide hands-on technical support, and contribute to project planning and execution. This role demands strong experience in asset management systems, field services, and user support, as well as coordination with internal teams and vendors. Operating onsite in a dynamic environment, you’ll ensure optimized IT operations, cost control, and compliance. Ideal for professionals with a strong technical background, excellent organizational skills, and a proactive, customer-focused approach.

 

Description:

As Supply Ontario (SO) evolves and expands its operations, ensuring reliable IT Field Services and Asset Management, and project support is critical. The Enterprise Technology Services team is seeking an Intermediate Fee-for-Service (FFS) resource to support these areas in the 2025-26 fiscal year. 

 Experience Required: 

 Asset Management Experience in an IT Organization, including: 

  • Asset Tracking: Managing a comprehensive inventory of IT assets, including computers, servers, networking equipment, and software licenses. 
  • Lifecycle Management: Overseeing the full lifecycle of IT assets, from acquisition and deployment to maintenance, upgrades, and decommissioning. 
  • Cost Control: Tracking and managing costs associated with IT assets, including procurement, maintenance, and disposal expenses. 
  • Process Improvement: Developing and implementing best practices for asset tracking, usage optimization, and compliance with internal policies and industry standards. 
  • Documentation: Ensuring meticulous record-keeping and efficient organization of assets, documentation, and records. 
  • Environment: Familiar with Renewal Policies and Processes for OPS IT assets, including processing Renewal Management Online (RMO) orders, maintaining Configuration Management Database (CMDB) for the agency’s assigned IT assets. 

 

IT Support Experience Providing Technical Support in an IT Field Services Capacity, including: 

  • Hardware Troubleshooting: Diagnosing and resolving hardware issues for computers, printers, and networking equipment. 
  • Software Support: Assisting users with software installation, configuration, and troubleshooting across various applications and operating systems. 
  • Remote and Onsite Support: Providing both remote and onsite support to end-users across different locations. 
  • Problem-Solving: Identifying and addressing complex IT support issues in a timely and effective manner. 
  • Customer Service: Strong interpersonal and communication skills to assist end-users efficiently and ensure a positive experience. 
  • Service Management, Tracking and Reporting: Creating or following up on tickets/incidents using ITSM tools, referencing documentation and Service Support Model Centre (SSMC), ensuing resolution steps are tracked and incident management timeline and other details are recorded. 
  • Collaboration: Working closely with OPS Service Desk and field service technicians, as well as ITS and Cluster staff, to ensure seamless support and knowledge sharing. 

 

Technical Skills and Experience Required: 

  • Asset Management Software: Proficiency with IT asset management (ITAM) or enterprise asset management (EAM) systems. 
  • IT Field Services Tools: Knowledge of remote monitoring and management (RMM) software, ticketing systems, and diagnostic tools. 
  • Hardware Knowledge: Deep understanding of computer hardware, peripherals, and networking equipment. 
  • Software and Operating Systems: Familiarity with Windows and other operating systems, including configurations and troubleshooting. Familiarity with Microsoft Office 365 suite, SharePoint, and agency/OPS applications. 
  • Knowledge Transfer and Training: Able to effectively share information, onboard new users to IT environment, conduct training and demonstration to teach IT and other technical skills.  

 

Project Support and Coordination Experience:  

  • Resource and team management: Experiencing assigning work, effectively utilizing available resources, leading or working in a multi-role team. 
  • Time Management: Can efficiently manage multiple on-going initiatives, provide project status reports/updates, and address delays.  
  • Project Management: Familiarity with project management frameworks and artifacts.  

 

Key Responsibilities: 

  • Serve as the primary point of contact for IT-related issues, addressing inquiries and concerns promptly and effectively. 
  • Act as a liaison between employees and the Enterprise IT team, ensuring efficient reporting and escalation of issues. 
  • Collaborate with the Enterprise IT team for on-site efforts such as networking, telephony, and software/hardware upgrades. 
  • Provide advanced computer support services, including inventory management, shipping, and product delivery operations. 
  • Test, maintain, and upgrade hardware and software to ensure proper functionality and compliance with organizational standards. 
  • Set up computers, install applications, manage software licenses, and handle renewals. 
  • Assist in the onboarding and offboarding of employees by setting up IT accounts and installing required software. 
  • Maintain an up-to-date inventory of all IT assets, ensuring accurate tracking and documentation. 
  • Conduct regular security checks and audits to ensure compliance and prevent unauthorized software installations. 
  • Manage the entire lifecycle of IT assets, ensuring timely replacements and optimal usage. 
  • Collaborate with the Finance Team to track and control IT asset costs and identify cost-saving opportunities. 
  • Provide technical support for hardware and software issues, escalating complex problems when necessary. 
  • Record work performed in the ticketing system to track performance metrics and service levels. 
  • Develop and maintain documentation, user manuals, and IT asset records. 
  • Assist in the development of disaster recovery plans encompassing all IT assets. 
  • Continuously seek feedback and improve IT support processes to enhance efficiency and user satisfaction. 
  • Conduct regular IT audits to ensure optimal utilization and condition of assets. 
  • Oversee end-of-life procedures for outdated equipment, ensuring secure disposal and compliance with security and environmental standards. 
  • Support project management and project initiation by intaking requests from internal clients, bridging to relevant project manager, completing tasks as assigned to support new and ongoing projects.  

 

Desirable Qualifications: 

  • Associate's or bachelor's degree in business administration, operations management, IT or a related discipline. 
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). 
  • Experience working in a public sector or procurement-focused environment is an asset. 

 

Deliverables

Office Relocation Project Deliverables:

  • Comprehensive IT Migration Plan including:
    • Detailed timeline and milestones
    • Resource requirements and budget estimates
    • Risk assessment and mitigation strategies
    • Vendor coordination schedule
    • Equipment and infrastructure inventory
  • New Office Technology Setup Documentation:
    • Network architecture diagrams
    • Equipment placement plans
    • Configuration documentation
    • Testing and validation protocols
    • Post-move assessment report

IT Asset Management Deliverables:

  • IT Asset Management System:
    • Complete inventory database
    • Asset tracking procedures
    • Lifecycle management documentation
    • Regular audit reports
    • Cost analysis and optimization recommendations
  • Asset Documentation:
    • Hardware inventory reports
    • Software license tracking system
    • Asset allocation records
    • Maintenance schedules
    • Disposal/retirement procedures

Operational Support Deliverables:

  • Support Documentation:
    • Standard Operating Procedures (SOPs)
    • Troubleshooting guides
    • User manuals
    • Training materials
    • Service level metrics reports
  • Process Improvement:
    • Monthly performance reports
    • Incident resolution statistics
    • Service improvement recommendations
    • User satisfaction surveys
    • Response time analytics

Technical Infrastructure Deliverables:

  • System Administration:
    • Regular system health reports
    • Security audit findings
    • Patch management logs
    • Backup verification reports
    • Network performance metrics
  • User Support:
    • Ticket resolution reports
    • User access management logs
    • Software deployment status
    • Hardware maintenance records
    • Support request analytics

Business Continuity Deliverables:

  • Disaster Recovery Documentation:
    • Updated disaster recovery procedures
    • Business continuity test results
    • Emergency response protocols
    • Recovery time objectives
    • System restoration procedures
  • Risk Management:
    • Risk assessment reports
    • Compliance documentation
    • Security incident reports
    • Mitigation strategy updates
    • Audit response documentation

Administrative Deliverables:

  • Regular Reporting:
    • Weekly status reports
    • Monthly performance metrics
    • Quarterly asset reviews
    • Annual technology assessments
    • Budget tracking reports
  • Team Collaboration:
    • Stakeholder communication plans
    • Vendor management reports
    • Team coordination protocols
    • Project status updates
    • Resource allocation reports

 

Additional Terms

Performance Expectations

  • Quarterly performance reviews against agreed-upon objectives and deliverables
  • Minimum 80% achievement of approved quarterly objectives
  • Development and maintenance of detailed project documentation
  • Regular status reporting as per project management framework
  • Adherence to all Supply Ontario policies, procedures, and professional standards

Work Arrangements

  • Hybrid work arrangement with minimum 2-3 days per week on-site at Supply Ontario offices
  • Flexibility to adjust schedule based on project needs and stakeholder availability
  • Availability for occasional evening/weekend work during critical project phases

Intellectual Property and Confidentiality

  • All work products, documentation, and intellectual property created during the engagement remain the property of Supply Ontario
  • Strict adherence to confidentiality agreements and data protection protocols
  • Non-disclosure agreement required as condition of engagement
  • Return of all Supply Ontario property and materials upon contract completion

Probationary Period

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