Client Support Agent (End User Support)

INDEPENDENT ELECTRICITY SYSTEM OPERATOR (IESO)

Why join us? 

You’ve got great skills. And you want to use them in an organization where you know what you do every day matters. We get that.

We also know that ensuring Ontarians have access to affordable and reliable power doesn’t happen by accident. So we give you the tools, flexibility and support you need to achieve your goals, and development opportunities to help you grow. You’ll thrive in a collaborative, team-based environment that values your unique skills and experiences – and recognizes that when you do better, we become even better too.  

Who we are 

The Independent Electricity System Operator (IESO) works at the centre of the province’s power system, ensuring Ontarians have access to reliable and cost-effective electricity when and where they need it. We operate the province’s electricity grid 24/7, design, run and oversee the wholesale electricity markets, and plan and prepare to meet Ontario’s electricity needs – now and into the future.

The opportunity 

Reporting to the Supervisor, Client Support this position is primarily responsible for providing front line support to IESO users for IT standard services. Handles triage of service requests and incidents, attempting to resolve them or escalate as necessary. Provides 1st level support and 2nd level support for some business applications.

What you'll do 

• 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 escalate them to tier 3 support personnel, communicate progress in a timely manner based on agreed service levels.
• 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 non-compliant 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.

What you need to succeed 

Education:

• Indicated High School education and additional courses of 2 – 3 years in duration in the questionnaire, specifically a Information Technology Support Services (Co-op-program)
• Requires a good knowledge of computer principles related to systems operation (including local area network, hardware, software and related computer equipment) to ensure information security and integrity and provide reliable systems support to users
• Requires knowledge of computer languages, programming and techniques to carry out program runs, develop minor programs, and assess software applications and computer hardware
• Responsible for creating software installation documentation

Experience:

• Experience in enterprise environment providing Service Desk support.
• Experience in imaging new computers and deploying end-user hardware including printers, mobile devices, telephones and other specialized equipment.
• Excellent understanding of Active Directory and user management.
• Able to troubleshoot and search for solutions through available tools, internet, ticketing system, manuals, etc.
• Knowledge of computer architecture and Networking.
• Experience with IT Service Management Software such as Cherwell.
• Experience installing, configuring, and maintaining all manners of end user hardware and associated equipment.
• Experience in providing Support for Microsoft based and other applications.
• Experience in administering telephone systems.
• Experience in administering printer/scanning hardware.
• Experience in setting up end-user hardware.
• Ability to create end user documentation.
• Understanding of project management concepts and practice, including project lifecycle.
• Able to work outside of normal business hours including evenings and weekends.
• Experience in migrating to Windows 11
• Experience in using tools such as Altiris for software packaging
• A period of up to four years is considered necessary to gain this experience.​

What’s in it for you

• A comprehensive total rewards program, including best-in-class benefits and a flexible workplace 
• A challenging, fast-paced and collaborative team environment, where your perspectives and experiences matter 
• Leaders who support your growth and success through regular feedback and coaching 
• The opportunity to work with some of the brightest minds in the industry 
   

Deadline: September 17 , 2024 at 11:59PM

For future reference, please ensure to save a copy of the job description as it will no longer be available once the posting closes.

At the IESO, we know that achieving great results depends on embracing diversity by attracting, developing and retaining people from a wide variety of backgrounds. We do this by ensuring our recruitment and advancement policies are fair and equitable, and by creating an accessible and inclusive environment – one that values every team member’s unique skills and experiences and ensures they have the support they need to achieve their potential. If you require accommodation during the recruitment process, please let us know. 

We thank you for your interest in a career at the IESO, but we will only contact those candidates selected for an interview. 

Note: The successful candidate must be eligible to work in Canada and will be subject to a background check.

This position will be required to be onsite five days per week. Travel maybe required between our GTA sites based on business requirements.  

Join our talent community

Sign up for talent community; stay in touch, find out about new opportunities – and discover how you can make a difference. Discover how we use our expertise and commitment to deliver reliable and affordable electricity to Ontario’s businesses and communities, and how we’re innovating to secure a stronger energy future for all Ontarians. Visit Careers at IESO and be sure to follow us on LinkedIn.

Find out why we were selected as Greater Toronto’s Top 2024 Employers, and what we offer.