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Job title: Technical Analyst, Desktop Management at Toronto District School Board
Company: Toronto District School Board
Job description: Overview
Competition No: SCH II- 21-0170NE
POSTED: July 7, 2021
DEADLINE: 12:00 noon: July 29, 2021
Technical Analyst, Desktop Management
1 – Permanent Position
Information Technology Services
Schedule II, Level 7
(Non-Union – 12 Month)
$83,589 – $100,295
The Toronto District School Board adheres to equitable hiring, employment and promotion practices.
Reporting to the Manager, Application Administration, the Technical Analyst, Desktop Management will be responsible for managing the Endpoint Management platform (e.g., Microsoft Endpoint Configuration Manager, InTune) including package and OS update management, policies and MDM functions
The Technical Analyst will:
- Manage application licenses for the entire board to ensure licensing compliancy and investigate breaches related to licensing;
- Manage the day-to-day desktop anti-virus defence to ensure protection is taken against unauthorized access and malicious damages and will investigate related breaches;
- Define service level agreements with other groups in IT as well as the end user community.
- Maintain, role based training and effective use of the software/application architectures to ensure effectiveness of applications and technology platforms;
- Certify new or upgraded business information products and technology infrastructure products for use in the production environment;
- Develop processes and plans for implementation of agreed upon architecture;
- Act as an internal consultant to other technical support groups within IT and the user community to ensure that the desktop architecture meets business needs;
- Supervise a pool of IT support staff for various projects as required; responsible for monitoring the ServiceNow bucket, trends, triaging incidents/requests and assigning to the appropriate staff
- Participate in role-based training as identified in incidents recorded via call tickets generated by the Client Service Desk.
Summary of Duties:
- Conduct the investigations of software licence violations and document accordingly;
- Conduct investigations of suspected misuse or abuse of Board systems by staff, students, or teachers – evidence collection and analysis or other misconduct by staff, student, and teachers involving Board devices.
- Collaborate with law enforcement in the investigation of criminal offences involving Board systems;
- Development of administrative/academic software/application selection criteria;
- Evaluation and selection of administrative/academic software/application;
- Define end user software/application standards;
- Integrate and test Administrative/Academic end-user software/application;
- Resolve issues related to software distribution and software updates;
- Certify software to be used in administrative/academic environments;
- Configure and assist in the deployment of administrative/academic software/application;
- Train/coach/support user of application components;
- Determine achievable service levels (SLA) of the proposed new systems and communicate through build documents and continually monitor service levels;
- Review current practices and standards for hardware, system software/application and protocols and propose alternatives to improve the environment through the architectural design request cycle;
- Determine and provide role based training based on needs assessments;
- Provide input of training material whether classroom or electronically (e-Learning) based;
- Maintain and organize licenses for all software/application deployed via the endpoint management system;
- Receive and provide Administrative/Academic information/assistance request;
- Provide second-level support for Client Service Desk;
- Notify requestor of desktop problem resolution closure;
- Research/Monitor desktop industry trends;
- Assist business units with process improvement initiatives;
- Identify potential desktop technology opportunities;
- Perform preliminary analysis of desktop technology opportunities;
- Publish regular updates for the technology topology and standards.
- Develop custom tool/components;
- Assist in the development of selection criteria and evaluation of vendor tools/products,
- Customize vendor tools;
- Integrate, test and certify desktop and mobile device IT tools;
- Enhance, configure and deploy desktop and mobile device tools;
- Decommission desktop and mobile device tools;
- Maintain/repair/tune desktop and mobile device tools;
- Provide IT tools assistance and problem resolution;
- Notify requestors of desktop tools problem resolution closure;
- Define and secure test support requirements and environment;
- Manage test environment change request including resolution of problems;
- Integrate and test new technology products and solutions;
- Set up internal target test performance levels and test environment services;
- Act as lead and escalation point for Desktop Management Support personnel;
- Liaise with software vendors on new, advanced or emerging technology evaluation;
- Interact with vendors to conduct interoperability tests and evaluation;
- Author Knowledgebase and Technical support articles, for internal support and end users;
- Develop training plans to ensure team member skills meet support requirements;
- Participate in IT projects as a subject matter expert;
- Assist in the purchase of board software licenses; and
- Other duties as assigned.
Qualifications:
- University Degree in Computer Science, Engineering or related field with four years progressive working experience in application and modern desktop management and certification within an Information Technology environment or an equivalent combination of education and experience;
- Technical certification achieved in ITIL and Modern Desktop Management such as Microsoft 365 Certified: Modern Desktop Administrator Associate
- Knowledge and extensive experience in Windows and macOS Management,Group Policies, latest versions of: Windows, macOS/iOS, ChromeOS, Android, Office 365, Enterprise Networking, Application Packaging tools (e.g., MSIX), Application Distribution tools and Device Management Tools such as SCCM and Intune, scripting using PowerShell and shell scripting, and their concepts;
- Understanding of Enterprise Infrastructure Technologies including: Azure AD, Active Directory Domain Services, Azure Cloud Services, Remote Desktop Services and workstation virtualization;
- Strong understanding of inter-relationship of network systems and protocols, and related network/connectivity software and hardware components
- Experience in Analysis, Design, Development, Implementation and Support of on-prem and Cloud applications (SaaS)
- Experience with Relational Database such as SQL Server and Oracle is an asset
- Understanding of IT performance measurement program
- Ability to anticipate and prevent problems in IT production environments;
- Good oral, written, interpersonal, organizational and team building skills;
- Strong analytical, reasoning and problem solving skills;
- Proven ability to work under pressure and consistently meeting deadlines; and
- Project management and time management skills.
Special Requirements:
- Provision of own vehicle for Board business.
- Requires regular travel across TDSB sites.
Location: 140 Borough Drive (wheelchair accessible).
Work Year: 12 months
Work Hours: 35 hours per week
Please note:
Applications must be submitted: * in résumé form with a covering letter to:
- with competition # SCH II-21-0170NE in the subject line
- Apply no later than 12:00 noon on July 29, 2021
Only applicants selected for an interview will be contacted. Applications will not be acknowledged in writing.
We strive to meet the accommodation needs of persons with disabilities. Applicants are encouraged to make their needs for accommodation known in advance, during the application process.
Expected salary: $83589 – 100295 per year
Location: Toronto, ON
Job date: Fri, 09 Jul 2021 04:52:13 GMT
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