Systems Administrator/Operations Support Specialist

Requisition: RQ00056
Supplier Assignment: RQ00056 - Systems Administrator/Operations Support Specialist - Junior
Account: Supply Ontario
Start Date: 2023-12-04
End Date: 2024-12-06
Business Days: 263.00
Job Title: Operations Support Specialist - Junior
This is an onsite role - please confirm they will work onsite for Monday - Friday business hours.
Office Location: 200 Front St West, Toronto
Assignment Type: Onsite Notes from the Hiring Manager:

• This position will be joining a new team at Supply Ontario to manage IT assets for the new agency and assist with technical questions.
• They will be working onsite at the office to offer in person assistance.
• This is a great opportunity for a self-starter with excellent communication skills, the client is interested to see individuals with experience from co-ops or other similar roles.
• Please ensure their experience working with managing IT assets (tracking, provisioning etc.) and their experience with technical support is clearly demonstrated.
• Security administrators for various applications experience is required.
• They will be communicating with a range of stakeholders at the agency, their ability to problem solve and be helpful to all clients is the most important aspect of this role.

Description
About Supply Ontario:
Supply Ontario is a new centralized procurement agency that was formed in 2020 that will enable a whole-of government approach to purchasing goods and services. At Supply Ontario, we believe that modernizing procurement is a key driver of success for Ontario’s public sector. Our mandate is to strengthen supply chain management and procurement across the public sector, ensuring that Ontario ministries, provincial agencies, hospitals, school boards, children’s aid societies and more have access to high-quality, timely, reliable products at the best value. Role Overview:
As Supply Ontario (SO) evolves and grows in its operations, it is crucial for SO to provide reliable IT Field Services and Asset Management in the 2023-24 fiscal year. The Enterprise IT Services team is looking for a Fee-for-Service (FFS) resource to assist in these areas. Experience required: Asset Management Experience in an IT organization which includes:

• Asset Tracking: Managing an inventory of IT assets, including computers, servers, networking equipment, and software licenses.
• Lifecycle Management: Understanding the full lifecycle of IT assets, from acquisition and deployment to maintenance, upgrades, and disposal.
• Cost Control: Experience in tracking and controlling costs associated with IT assets, including procurement, maintenance, and disposal expenses.
• The ability to organize and manage assets, documentation, and records efficiently

IT Support Experience providing technical support in an IT field services capacity which includes:

• Hardware Troubleshooting: Diagnosing and resolving hardware issues, including computer, printer, and networking equipment problems.
• Software Support: Assisting users with software installation, configuration, and troubleshooting.
• Remote Support: Providing remote support to users in different locations.
• Problem-Solving: Being able to identify and address issues related to IT assets and support is a key aspect of this role.
• Strong interpersonal and customer service skills are essential, as this role may involve direct interaction with end-users who need technical assistance.
• Collaboration with other IT professionals and teams, such as the IT Service Desk or field service technicians

Technical skills and experience including:

• Asset Management Software: Familiarity with asset management software tools such as IT asset management (ITAM) or enterprise asset management (EAM) systems.
• IT Field Services Tools: Knowledge of tools commonly used in IT field services, including remote monitoring and management (RMM) software, ticketing systems, and diagnostic tools.
• Hardware Knowledge: Understanding of computer hardware, peripherals, and networking equipment
• Operating Systems: Familiarity with various operating systems (e.g., Windows) and their configurations.

Deliverables

• Serve as the primary point of contact for IT-related issues for the organization, addressing their inquiries and concerns promptly and effectively.
• Streamline communication between employees and the Enterprise IT team, ensuring efficient reporting and issue escalation processes.
• Collaborate with the Enterprise IT team for on-site efforts, such as networking, telephony, and software/hardware upgrades.
• Provide advanced computer support services for IT-related functions, including inbound inventory management, outbound shipping, and product delivery operations.
• Test hardware and software to ensure proper functionality, including computers, printers, peripherals, handheld computers, telephones, and cellphones. Maintain and upgrade as necessary.
• Set up computers, install various applications and programs, track and manage software licenses for compliance, and handle renewals.
• Assist in the IT aspects of onboarding new employees (e.g., setting up email, installing required software) and offboarding departing employees.
• Identify, catalog and update all IT assets within the organization, including hardware, software, licenses, and digital assets. Maintain an up-to-date inventory with details like make, model, serial number, and location.
• Monitoring for unauthorized software installations.
• Conducting regular security checks or audits.
• Security administrators for various applications
• Manage the entire lifecycle of IT assets, from acquisition to retirement, ensuring optimal usage, extended lifespan, and timely replacements or upgrades.
• Track and control costs associated with IT assets, including purchase costs, maintenance expenses, and operational costs. Facilitate cost reconciliation with the Finance Team.
• Identify cost-saving opportunities and optimize asset usage to reduce expenses while maintaining operational efficiency.
• Provide technical support for hardware and software issues, assess problems, and manage the resolution of moderately complex issues escalated by lower-level technicians.
• Record work performed in the work-ticket system to maintain measurable support metrics for the site.
• Creating and updating documentation or user manuals for hardware and software.
• Generate regular reports detailing activities, performance metrics, ongoing issues, or concerns to keep stakeholders informed.
• Collaborating with the IT team to develop or refine a disaster recovery plan that encompasses all IT assets.
• Regularly seeking feedback from users and continuously improving the support process to increase efficiency and user satisfaction.
• Performing regular IT audits to ensure that assets are being utilized optimally and are in good working condition.
• Manage the handling of end-of-life procedures for outdated equipment, including secure disposal, recycling, and upgrades, ensuring compliance with environmental and security standards.

Desirable Qualifications:

• Associate’s degree or bachelor’s degree in a relevant field such as business administration, operations management, or a related discipline.
• Proficiency in using common office software applications like Microsoft Office (Word, Excel, PowerPoint) is essential.