Systems Support Analyst (Contract)

Location: Aylmer, ON
Start Date: Apr-14-2025        
End Date: Oct-11-2025        

MUST HAVE SECURITY CLEARANCE CERTIFICATE

PURPOSE: 
To provide technical support services to end users in the operation of computer hardware, software, and peripherals. To develop and conduct information technology (IT) and systems training for end users

KEY RESPONSIBILITIES: 
1. Provides technical support by responding to clients’ calls for assistance and conducting appropriate diagnostic procedures to determine the problem; undertaking necessary procedures/actions to resolve problems; advising/instructing clients on corrective measures; and referring system-wide problems and application design issues to appropriate senior systems personnel. 
2. Provides hardware support by configuring desktops and laptops to Ministry standard settings, installing and configuring standard peripherals such as printers, scanners, video capture and sound devices; adding and configuring network cards on desktop computers for access to the network; replacing standard service parts in network printers; and distributing hardware, in accordance with established resource allocation plan. 
3. Provides software support by installing and maintaining Ministry standard applications such as virus detection software, Microsoft Office products and approved business applications software. 
4. Provides network support by configuring network servers, adding and configuring network drives, printers and other shared resources; changing backup tapes and restoring lost files; maintaining backup rotation schedule and log of tape usage; adding to and maintaining network cabling to Ministry standard; and supporting communications protocols. Provides assistance in administration of the local area network (LAN). 
5. Provides technical advice and guidance to clients to ensure efficient use of systems by assessing existing use and recommending practices to improve performance. Develops and conducts training sessions on IT and systems used by the Ministry. 
6. Ensures that all work performed complies with established Ministry standards. Prepares and documents operational procedures and guidelines, and develops and adapts technical standards and procedures for use and operation of computer equipment and application software; develops and maintains system for control of IT assets. 
7. Provides technical support to the electronic card lock system by responding to clients’ calls for assistance and conducting appropriate diagnostic procedures to determine the problem; undertaking necessary procedures/actions to resolve problems. Prepares photo cards for users by taking photos, printing and programming cards. 
8. Performs other duties, as assigned.

Staffing and Licensing Requirements: Must be able to pass an OPP background security investigation. 

COMPENSABLE FACTOR

KNOWLEDGE
Knowledge of micro/personal computer system technologies and operating systems, LAN operating procedures, Ministry standards, commonly used application software, diagnostic software and backup and recovery procedures, to 
provide technical support and information to users on operation and use of systems software and peripherals.
Knowledge of computer equipment operation, cabling and installation procedures to install, test, and maintain equipment and to set up and disconnect work stations. 
Knowledge of electronic card lock system with ability to install, program, diagnose or repair locks and the software databases of users cards and electronic doors. 
Knowledge of adult training methods and computer training practices to develop and deliver training customized to competency levels of participants. 
Knowledge of organizational methods to set priorities and meet deadlines.

NTERPERSONAL AND COMMUNICATION SKILLS: 
Oral communication and interpersonal skills to provide advice and guidance to clients regarding systems use; and to aid in problem resolution; and to provide IT training to staff. 
Written communication skills to prepare program documentation, writing procedures for users and operators and other technical documentation. 

PROBLEM SOLVING/COMPLEXITY: 
Identifies technology problems, assesses client queries, diagnoses cause of difficulty, and take corrective action to ensure resolution. 
Develops materials and delivers training customized to level of participants. 

JUDGEMENT AND DISCRETION: 
Work is guided by Ministry guidelines and standards related to IT support and training. 
Refers problems and issues such as system-wide or multi-user problems, application design issues, and network related operating problems to supervisor/manager. 
Prioritizes own workload. 
Determines the nature of technology problems through client inquiry and diagnosis, and takes corrective measures to resolve them. 
Develops and conducts IT/systems training sessions for staff. Provides advice and guidance to internal clients on systems use and recommends practices to improve performance. 
Position has freedom to determine content of training materials appropriate to the audience; and to prepare technical 
documentation and use operator instructions.

PHYSICAL AND SENSORY DEMANDS:

Physical Demands 
Frequent periods of sitting at a computer to diagnose technical problems, provide technical support, and prepare technical documentation. 
Some lifting and carrying of computer equipment and peripherals. 
Moderate crouching and working in confined/awkward spaces when installing and configuring peripherals. 
Frequent walking between work areas, clients requiring support and electronic doors. 

Sensory Demands 
Tight timelines and the need to respond quickly to program maintenance needs to ensure minimal interruption to live production. 
Conflicting work demands experienced in providing technical advice and support to clients; performing troubleshooting 
of problems; developing and conducting training; and carrying out other assigned activities. 
High visual concentration required to perform online troubleshooting and diagnostics; installations; and other detailed computer work