IT Specialist (on-site, London ON) - 5 month temporary

About the Workplace Safety and Insurance Board (WSIB)

We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca.

At the WSIB, you’ll have the opportunity to:

• explore many career paths and follow your passion
• continuously learn and grow professionally
• be recognized for the great work you do
• participate in programs that support your health and wellbeing

You’ll also receive a competitive salary and may be eligible to participate in our health and dental plan.

We are establishing our new head office in London and looking to grow our team in this region! Candidates located in this region will be given preference.

Our people have different ways of working and lifestyles. We’re committed to a mix of working in the office, in the field and from home. You have some flexibility in terms of where and how work gets done to help you balance your personal life and career goals.

5 month temporary opportunity.

Required on site 5 days a week in our London office.

Salary Grade:  212        Annual base salary:  $86,051.06 

• Provide daily, tier 2 and 3 level operational remote and on-site support and services for all corporate owned, network connected devices
• Provide executive support services -remote and on-site, such as responding to requests and incidents per service level targets, and be available as required to independently monitor requests after hours/weekends
• Utilize the ticketing system to document knowledge articles, service requests, incidents, problems and change requests
• Adhere to the ITSM technical support model and functional/hierarchical escalation process to other tier 2 and 3 resolver teams, which may also include triggering a Major Incident (MI) and facilitating the resultant MI process
• Ensure, educate and enforce WSIB corporate and IT Security policies
• Administering the change management process
• Coordinate on occasion activities of and provide direction to service providers on computer hardware, software, mobility and print solutions, data/voice/video communications & servers, etc
• Provides necessary technical support in document management including production printing and mass mailing.
• Incident Ticket and Service Request fulfilment and tracking as per WSIB and ITIL framework and policies.

• Contribute to the ongoing management and maintenance of the Windows desktop images based on leading industry practices and user experience, including input and recommendations for changes, i.e. via Group Policy Objects (GPOs)
• Manage and coordinate ongoing software compatibility, patch management and testing with the business, service providers and support teams
• For software packaging requests, document installation instructions for service provider execution, conduct functional testing and coordinate with the business for user acceptance testing, and other support teams for performance and compatibility testing and sign-off.

• Be a driver for innovation. Research, analyze, and recommend technical solutions to integrate and improve efficiency of information technology systems, and incorporate emerging technology and operational best practices
• Provide expert advice involving new requirements/technology or enhancements to existing information technology environments
• Provide subject matter expertise and specialized technical advice/direction for projects which impact and/or require end user hardware, software, print or mobility devices, etc. by being a liaison between ITC and the business units affected by the project and/or by being a liaison between the organization and any service providers involved in the project
• Lead end user technology consultancy assignments which involve specialists from various disciplines, and take responsibility for the quality, timely delivery and appropriateness of the team’s recommendations, such as efficient and where possible automated solutions to business processes
• Co-lead End User Services projects and initiatives
• Analyze business requirements based on WSIB standards and knowledge of available hardware and software products, develop technology specifications, evaluate alternative solutions and recommend appropriate technology through the process of:
  • Preparing internal proposals, initiating and processing orders
  • Interfacing with service providers and managing client expectations on requirements
• Ensure the necessary resources (i.e. equipment, systems, software, etc.) needed for the corporate and ITC solutions are identified to management/leads

• Utilize the ticketing system to document knowledge articles, incidents, problems and change requests
• Prioritize and execute tasks in a time sensitive environment
• Adhere to the ITSM escalation process to Tier 2 and 3
• Act as a liaison between the business and the service provider
• Ensure and enforce WSIB corporate and IT Security policies
• Provide Tier 1 technical support, mobile device troubleshooting (email, calendar, contact synchronization), support for service activations, device swaps
• Escalate break-fix incidents and issues/inquiries arising from end users regarding their mobile devices and/or Mobile Device Management (MDM) solution to tier 2 (warranty repair and maintenance)
• Support the generation of reports (usage, costing, trends, etc.) as requested by various departments and/or senior management
• Ensure that all users who have a WSIB-issued mobile device have appropriate access to the service provider’s billing portal, as users are expected to reconcile their usage on a monthly basis

• Document all processes and communicate with stakeholders
• Contribute to technical support procedure knowledge base
• Create procedural documentation for end users for posting on corporate site
• Create and maintain departmental Framework documentation

• Develop training material and provide effective information, advice and training to end users on the operation of new/existing computer hardware and software
• Analyze commonly asked questions and problem trends to determine training and/or documentation requirements and keep management and ITC departments apprised
• Provide 1-on-1 training to end users and within a classroom setting

• University completion at undergraduate level with an ITIL foundation certificate, and one or more manufacturers’ training program certifications and/or professional association certifications in end user computing technologies [IT security; DevOps; Cloud Computing; IT asset management (hardware, software, license management); videoconferencing; customer service] from any of the following: Microsoft; Cisco; Bomgar/Beyond Trust; CompTIA; Apple; VMWare; IAITAM

• Six years prior experience with setting up, repairing technology equipment, troubleshooting solutions, including four years experience in anti-virus programs and IT asset management (ITAM) and two years experience in vendor relationship and service management (ITSM) including experience in ServiceNow ITSM or other industry standard ITSM tracking tool.

This position is currently eligible for an education equivalency.  Additional years of experience will be considered in place of levels of education on a 2:1 basis. For every level of education not completed, an additional 2 years of experience will be considered as equivalent, in addition to the minimum prior years of experience as set out in the job requirements.  Management has set a minimum threshold for education equivalency at the high school completion level.

 Education Levels

There are no equivalencies for established professional certifications and/or designations.

Our commitment to equity, diversity and inclusion

We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.

The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.

Disclosing conflicts of interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca.

Privacy information

We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

To apply for this position, please submit your application by the closing date.