Information Technology Technician

About the Location and Organization

Port Hope offers a uniquely appealing environment for work with the forthcoming development of possibly the world's largest nuclear plant, promising advanced infrastructure and economic stability. This initiative diversifies an already robust local economy founded on agriculture and manufacturing, ensuring steady employment opportunities. Employees have the chance to engage with state-of-the-art technology and industry professionals, fostering professional skills growth. The community's welcoming atmosphere supports a positive work-life balance, enriched by cultural festivals and historical sites. Proximity to Toronto and the Greater Toronto Area provides convenient urban amenities, while the surrounding natural environment encourages outdoor activities. High standards in education and healthcare, low crime, and strong environmental commitments make Port Hope an exceptional place to live and work, encouraging both career and personal development.

Role Overview

The Information Technology Technician delivers frontline technical support, troubleshooting, and routine upkeep of the Municipality's IT devices, software applications, systems, and related services. Responsibilities cover support for hardware, software, user accounts, network connectivity, mobile technology, telephony systems, and associated components, ensuring secure and reliable technology operations for municipal functions.

Key Responsibilities

• Respond promptly and professionally to technical support requests via the municipal ticketing system, addressing hardware, software, connectivity, account, mobile device, and application issues both remotely and onsite.
• Install, configure, deploy, maintain, and support endpoint devices, peripherals, mobile devices, operating systems, and networked equipment adhering to municipal standards across Windows, macOS, iOS, and Android platforms.
• Manage municipality telephone systems and mobile phone fleets, including installation, setup, troubleshooting, maintenance, and documentation.
• Offer end-user assistance, training, and guidance for effective use of municipal technology; develop and update documentation and training resources.
• Monitor endpoint, system, network, and security alerts assigned to the help desk; investigate, document findings, apply approved remedial actions, and escalate issues as necessary.
• Conduct routine maintenance tasks to sustain IT security and reliability, including health checks, patch management, antivirus, offline device follow-up, and authorized remedial measures.
• Collaborate with vendors, service providers, and municipal partners on IT projects, technical issues, and ongoing technology service maintenance.
• Assist in evaluating, testing, implementing, and supporting new software, hardware, and IT solutions.
• Maintain detailed inventory and records for hardware, software licenses, service requests, repairs, upgrades, and support lifecycle and secure disposal procedures.
• Support the development and upkeep of configuration standards, operational procedures, documentation, and technical guidelines.
• Evaluate application and software requests considering licensing, security, compatibility, privacy, and organizational standards, escalating complex or high-risk cases as needed.
• Participate collaboratively in IT projects assisting in planning, implementation, testing, documentation, communications, issue resolution, and post-launch support.
• Work alongside Network and Systems Administrators and other IT staff to ensure delivery and reliability of municipal IT services.
• Support incident response by gathering information, triage, documentation, containment, escalation, and coordination with internal/external resources.
• Observe confidentiality, municipal policies, legislation, cybersecurity best practices, and uphold high ethical standards affecting public trust.
• Perform additional duties assigned by management.

Qualifications and Skills

• Post-secondary education in Information Technology.
• Preferred certifications include CompTIA A+, CompTIA Network+, Microsoft 365, Microsoft Endpoint Administrator, or equivalents.
• At least three years' experience in an IT technical role.
• Solid expertise in Windows operating systems, Android, and iOS platforms.
• Familiarity with Microsoft 365 services such as Exchange Online, Teams, OneDrive, SharePoint, Entra ID, and Intune, especially in end-user and endpoint support contexts.
• Proven ability to diagnose and resolve computer issues via phone, remote tools, and onsite support.
• Understanding of networking concepts including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and basic troubleshooting; knowledge of VLANs is an asset.
• Knowledge of cloud-based services, multi-factor authentication, endpoint security, mobile device management, and application support.
• Competence with mobile computing devices and tools like smartphones and tablets.
• Experience using IT ticketing or service management systems for workflow management and issue tracking.
• Understanding of VoIP and IP telephony systems.
• Commitment to continuous professional growth in IT.

Personal Attributes and Work Environment

• Strong judgment, organizational skills, analytical thinking, and problem-solving abilities.
• Capability to multitask and function both independently and collaboratively.
• Effective verbal communication, including tactful listening, courtesy, clear explanation, negotiation, and presentation skills.
• Proficient written communication for correspondence, technical documentation, and simplifying complex information.
• Attention to detail with logical and efficient working style.
• Self-motivated, directed, with excellent time management and prioritization.
• Exceptional customer service skills able to assist users with diverse technical knowledge.
• Respect for confidentiality and handling sensitive information discreetly.

Additional Requirements and Conditions

• Valid and clean 'G' driver’s license with access to a personal vehicle.
• Successful Criminal Record Check.
• Office-based role with flexibility for some remote work depending on operational needs.
• Regular travel to multiple municipal locations.
• Job involves extended periods of computer work and concentration.
• Fast-paced environment with shifting priorities.
• Physical tasks such as lifting, carrying, and setting up computer equipment and peripherals.
• Occasional work during evenings, weekends, and on-call duties including callouts.

Compensation and Benefits

• Annual salary range: $70,398 to $82,356 (subject to review).
• Group Health, Dental, and Life insurance paid by employer after three months.
• Enrollment in OMERS pension plan from day one.
• Opportunities for professional development and skill training.
• Flexible work arrangements.
• Participation in wellness, social, and staff ambassador programs.
• Employee and Family Assistance Plan availability.
• Perks and savings partnerships.