Laptop Service Agent

Toronto Community Housing

Toronto Community Housing is the largest social housing provider in Canada, providing housing to over 164,000 families, seniors, singles and special needs tenants. We are committed to healthy communities, equity and a strong learning culture. Our commitment is to build on the strength of our organization - our tenants and staff - to create good places to live and to work. The portfolio includes more than 57,500 units of housing in over 2,800 buildings and houses across the city of Toronto.

Laptop Service Agent

File#:	TCHC#10ITE18
Salary:	$34.35 - $38.28/hr
Location:	365 Bloor Street East
Division:	Finance
Class:	CUPE LOCAL 79
Unit:	Information & Technology Services
Hours:	35 hours/week
Positions Available:	1

(SIX (6) MONTH ASSIGNMENT WITH POSSIBILITY OF EXTENSION)

The Information & Technology Services Unit operates a service desk to handle TCHC employees' (our clients) requests for service during regular office hours spanning a 9-hour period. This position provides technical service and support to our clients, primarily in the acquisition, installation and maintenance of laptops used across the corporation. This position will act as the second level support to client service agents with regards to laptop queries. This position may also be required to backfill the Field Service Agent position as required.

Responsibilities:

• Takes a lead role in coordinating laptop deployment projects

• Evaluates and recommends solutions that are consistent with the needs of laptop users

• Provides ideas for changes to system components and input to other ideas presented

• Consults with Network Operations and Service Desk when implementing changes to the corporate laptop image

• Analyzes and implements updates to laptop hardware/software images, as assigned, to ensure the reliability of the TCHC corporate laptop image

• Performs disaster recovery measures when handling laptop hardware/software failures, working expeditiously to restore services or provide alternative solutions for clients while managing other responsibilities

• Identifies and reports inconsistencies with TCHC corporate laptop image through debugging and testing

• Installs, integrates, and maintains software, laptops, computer equipment and peripheral devices

• Removes and transfers equipment as required

• Consults with corporate users concerning laptop hardware/software problems and resolves them

• Isolates and repairs hardware faults in laptops

• Conducts tests on new or modified equipment and software to ensure proper operation using tools, equipment and diagnostic software, as required

• Contacts external service companies to arrange for repair of equipment, as necessary

• Follows-up with the client to ensure resolution

• Demonstrates and describes the operation of laptops, peripherals and network devices to corporate clients

• Maintains a computerized inventory of laptop equipment and software

• Produces technical and administrative records including user guides

• Assists staff in the selection and acquisition of laptop equipment

• Researches laptops and peripheral devices to meet client needs and makes recommendations on appropriate equipment and configurations, as required

• Maintains documentation and reference material related to equipment maintenance

• Travels to off-site locations to perform job function, as required

• Configures laptop equipment according to TCHC-ITS corporate standards

• Co-ordinates procurement for laptop equipment and accessories, providing quotes from approved list of vendors

• Occasional after-hours availability for laptop imaging and/or deployment projects

• Conducts individual and group training sessions

• Performs network administration duties relating to laptop users

• Performs other related duties as assigned

Qualifications:

• Minimum of three (3) years hands-on experience in a complex computing environment comprising some of the following: Netware 6.5, ConsoleOne, ZEN Image Explorer, ZEN Remote Control, TCP/IP, 802.11 A/B/G Wi-Fi, Cisco VPN, Terminal Services, Odyssey Access Client, Linux

• Three (3) years previous experience resolving laptop, hardware and software problems

• Willingness to travel daily and must have a valid Ontario Driver's license

• Knowledge of laptop hardware and software including Office 2003, MS Word, MS Excel, hardware configurations, peripheral devices, PDAs, etc.

• Familiar with LAN and WAN concepts and knows the basics of trouble-shooting problems with them

• Good interpersonal skills to liaise with all levels of staff

• Good conceptual, analytical and problem solving skills to diagnose and solve computer problems

• Organizational skills to co-ordinate high volume workload, meet deadlines and establish appropriate priorities

• Interpersonal and conflict resolution skills, sensitivity and tact to address clients' complaints and to liaise with all levels of staff

• Good listening skills to asses and resolve problems with clients' reports of equipment or software failure

• Ability to work in a respectful manner and with a diverse community of clients, co-workers and external contractors

• Knowledge of wireless network services (VPN, Wi-Fi, remote access)

• Knowledge of disaster recovery concepts

• Commitment to customer service, performance quality and continuous improvement

• Demonstrated ability to work effectively as a member of a team, or independently, as required

• Ability and sensitivity in providing respectful service to diverse populations (age, race, language, gender, sexual orientation, culture and disability)

 

Toronto Community Housing is committed to equity in employment. Our goal is a diverse, inclusive workforce that reflects the communities we serve. We strongly encourage applications from women and men, people from racialized communities, sexual minorities, persons with disabilities and aboriginal persons.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to human.resources@torontohousing.ca.

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.

Applications must be received by March 17, 2010 at:

Human Resources Division
Toronto Community Housing Corporation
931 Yonge Street 4th Floor
Toronto, Ontario M4W 2H2
Fax: (416) 981-4260
E-mail: Human.Resources@torontohousing.ca

Posting Date: March 4, 2010