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Business Unit:Information and Technology Services

Grade/Band: 63

Shift Work:

Step 1: $110,721.52 to Step 3: $117,788.84

The successful candidate will be placed at the appropriate step within the salary grade/band, based on relevant years of experience and other applicable considerations.

The IESO is committed to ensuring Ontario’s electricity system meets the province’s needs today and into the future. We are charged with purpose, delivering reliable, affordable, and sustainable electricity for homes, businesses, and communities across the province. We are energized to grow, embracing opportunities to shape the future of a dynamic and evolving energy sector while advancing our careers. We are powered by teamwork, supported by diverse and passionate colleagues who foster respect, celebrate successes, and thrive on shared achievements. At the IESO, it’s not just what we do- it’s who we are

Who we are

Our central role includes managing the provincial power grid in real-time, overseeing and evolving Ontario’s electricity market, engaging with government, municipalities and Indigenous communities, and planning for Ontario’s future electricity needs. Our employees play a key role in driving grid innovation, protecting the system from threats, advancing the province’s energy conservation programs, and forecasting and procuring the electricity resources we’ll need in the decades to come.

This is a unionized position that falls within the IT Operations Division in the Information & Technology Services Business Unit.

What makes this role exciting

The energy sector is rapidly evolving,



offering exciting new opportunities for those who want to make a difference.

- Reporting to the Manager, End User Technology Services this position is primarily responsible for providing frontline support to IESO users for IT standard services. Handles triage of service requests and incidents, attempting to resolve them or escalat…

What you’ll do

In this role, you’ll make a meaningful impact by contributing to the IESO team and supporting the electricity needs of the province through:

- Complete lifecycle (install, configure, maintain, retire) management of desktop end user hardware computing environment, including laptops, desktops, telephones, printers, approved peripherals, etc.
- Complete lifecycle (install, configure, maintain, retire) management of desktop end user software computing environment, including operating systems, applications, utilities, management agents, etc.
- Understand & troubleshoot business user issues. Provide operational, application and technical support via hands on, phone and remote capability to users.
- Provide tier 2 support to IESO users for IT services. Handle triage of service requests, attempting to resolve them or escalat…
- Monitor IESO incident queues, accept, research, and provide resolution and closure in a timely fashion.
- Monitor IESO request queues, accept,



assess and complete standard requests in a timely fashion.
- Provide technology support for IESO events including Board Meetings, Town Halls and Stakeholdering events. Includes support for Audio/Video equipment.
- Follow-up with external service providers and other IT functional departments until call resolution is achieved.
- Work both as a part of the IT team and closely with business users to provide accurate and timely information regarding systems concerns.
- Provide back up support to other IT functions. Assist in all project and application life cycle tasks including analyzing business needs, designing, developing, implementing, and operating IT systems to meet business needs.
- Maintain an inventory of installed hardware.
- Maintain an inventory of installed software and maintain software license compliance.
- Create and maintain procedures, guidelines, technical documentation etc. for end user computing environment.
- Analyzing and making recommendations for hardware and software standards.
- Support Patch Management activities, produce compliance reports and remediate noncompliant systems.
- Systems administration and maintenance.
- Evaluate applications and software patches for windows workstations to ensure compatibility and compliance.
- Responsible for the moving of staff and end user computing equipment within and between IESO sites.

Role Requirements

Our team consists of experts from diverse backgrounds, each bringing their unique perspectives and skills.

To succeed in this role, you’ll need:

- Experience in enterprise setting providing Service Desk support.
- Experience in imaging new computers and deploying end-

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