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.