Section:Technical Support and Telecommunications

Division:Information Technology

Department:Office of the Chief Administrative Officer

Initial Reporting Location: 199 Larch Street

Job Status:Limited Position (Special Project)

Estimated Probable Duration: Two (2) Years (may be extended up to Four (4) Years)

Number of Vacancies:1

Union Affiliation: CUPE 4705 Inside Unit

Hours of Work: 70 hours bi-weekly

Shift Work Required:No

Range of Pay: IWIT Group 1 - $39.07 to $47.99 per hour The start date will follow the selection process.

Main Function:

Under the general supervision Manager of Technical Support and Telecommunications, this position is responsible to act as the first point of contact for all technology-related issues and support requests and provide tier-1 hardware and software support, including the intake, prioritization, documentation, and resolution of end-user incidents and service requests.

Objectives

- Provide responsive, high-quality tier-1 technical support by diagnosing and resolving hardware, software, and system issues, ensuring timely service delivery and a positive user experience.
- Support reliable and efficient information technology (IT) operations by maintaining systems, managing user access and equipment, and promoting effective use of technology through guidance, documentation, and continuous improvement initiatives.

Duties

- Provide first level end-user support across the full range of technologies and applications.
- Diagnose and troubleshoot technical problems, determine root causes, implement solutions, and elevate unresolved issues to appropriate teams or vendors while ensuring timely resolution and user satisfaction.
- Provide timely and ongoing communication with users and manage end-user expectations by reinforcing Service Level Agreements (SLA’s).
- Provide guidance and recommendations in the appropriate use of hardware and software while promoting overall client self-reliance.




- Create, update, and maintain technical documentation, knowledge bases, and user guides; track support trends and recommend improvements or current solutions.
- Deliver first-level iOS configuration support.
- Liaise with internal teams, developers, and external vendors to support systems, applications, and issue resolution.
- Install, maintain and upgrade computer hardware and software. Assemble, connect and configure all peripherals, printers/copiers, telecom and associated network devices.
- Maintain IT asset inventory, including tracking, deployment, warranties, and lifecycle management of equipment.
- Maintain user accounts and access across systems for staff and other users.
- Instruct or assist in the instruction of courses offered by the Information Technology Division.
- Assist with maintenance of all hardware, software and loaned equipment including inventories and records.
- Develop and maintain a thorough working knowledge of City’s Health and Safety policies and the applicable provincial legislation listed therein.
- Perform other related duties as required.

Note: The above duties are representative of a typical position and are not to be construed as all inclusive.

Qualifications

Education and Training:

- College diploma in a related discipline (e.g., Information Technology, Computer Systems, Information Systems, or a related discipline) from a recognized community college with Canadian accreditation.
- Certifications in modern workplace technologies (e.g., Microsoft 365, networking,



or IT support) considered an asset.

Experience:

- Over one (1) year up to and including two and half (2½) years of related experience providing end-user IT support in a networked environment, including hands-on support of desktop/laptop systems, peripherals, and business applications, with experience in both Active Directory and mixed-platform environments.

Other Requirements:

- Experience supporting end users with office automation software in a networked environment an asset.
- Demonstrate knowledge of PC hardware components and peripherals.
- Comprehensive skills and understanding of Windows, Microsoft 365, Microsoft Office Suite and Office 365, Microsoft Outlook, SCCM and other office automation corporate software standards.
- Local area networks and LAN Administration/troubleshooting. Knowledge of printers, copiers and peripherals.
- Satisfactory keyboarding ability.
- Effective communications skills.
- Ability to work with computer software and administrative systems in a Windows environment (e.g., file maintenance, word processing, spreadsheet applications, information input and retrieval, etc.).
- Excellent use of English; verbally and in writing.
- French verbal skills highly desirable; written skills an asset.
- Must be physically capable of operating a vehicle safely, possess a valid Class G driver’s license, and have an acceptable driving record.

Live outside Canada or new to Canada?

The City of Greater Sudbury is dedicated to maintaining a fair, inclusive, and equitable work environment and our City welcomes qualified applicants from anywhere. To learn more about working in Canada, visit this webpage:Applicants Living Outside of Canada (greatersudbury.ca)

Contact Us:

For technical difficulties, issues, questions or accommodations with an application made online email [email protected]

📌 Information Technology Support Technician (Greater Sudbury)
🏢 City of Greater Sudbury
📍 Greater Sudbury