IT Specialist

Job Description:

NATURE OF WORK: The Information Technology Specialist is responsible for administration, support and improvement of the City’s IT Infrastructure. This includes end-user devices, enterprise applications, network infrastructure and cybersecurity across all City departments. This position works with the IT Officer on the implementation of new technologies. The IT Specialist plays a key role in maintaining secure, reliable and efficient IT services including Microsoft 365 environments, endpoint management platforms, identity and access systems and hybrid infrastructure. This position will assist the IT Support Team to identify and resolve technical problems, analyze systems requirements and provide end user system support and troubleshooting.

This job description reflects the general details considered necessary to describe the principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in such classification.
The confidentiality of City affairs shall be respected and practiced at all times.

ORGANIZATIONAL RELATIONSHIPS:

• Reports directly to the Information Technology Officer.
• Develops and maintains working relationships with Council, departmental managers, supervisors and all City employees.
• Develops and maintains relationships with external agencies, consultants and other members of the public.
• Deals with the public with integrity and in a professional and courteous manner.

PRIMARY FUNCTIONS AND ACCOUNTABILITIES:

Endpoint Management and End-User Support

• In collaboration with the IT Support team, monitors the City’s systems, and ensures timely response to internal help desk requests, prioritizing as required. Provides advanced technical support services via telephone, email and face-to-face when required.
• Assists with configuration or troubleshooting of all Windows desktop applications.
• Provisions of user accounts and licensing; Manages role-based access control.
• Develops documentation and knowledge base articles to improve service efficiency.
• Manages endpoints using management software and tools (Endpoint management software, Intune, Autopilot, Group Policy).

Infrastructure and Networking

• Monitors network performance and troubleshoot infrastructure connectivity issues.
• Maintains and supports VPN connections for remote work and Point-to-Point solutions.
• Maintains and supports LAN/WAN infrastructure, including switching, routing and Wi-Fi services.
• Designs and implements WAN/LAN/Wi-Fi infrastructure upgrades.
• Supports hybrid infrastructure integrating on-premises servers and cloud services.

Cybersecurity and Compliance

• Maintains and supports firewalls, security policies and SSL certificates.
• Implements and maintains endpoint protection solutions.
• Reviews technical documents to assess security and other risks to City Infrastructure.
• Assists in incident response planning and remediation.
• Ensures systems comply with municipal security requirements and associated agreements (including RCMP-related systems).

System Administration and Disaster Resilience

• Maintains server infrastructure (physical and virtual), including patching and performance monitoring.
• Maintains and configures disaster recovery solutions – regularly tests procedures.
• Maintains City e-mail services and troubleshooting mail flow as required.
• Diagnoses and repairs technical issues with computers, information systems, servers, networks and provide restoration services as required.
• Manages maintenance windows with minimum impact on staff and residents.
• Supports specialized systems for Police (including RCMP applications) and Fire as required.
• In collaboration with the IT Officer, maintains procurement, licensing, renewals and vendor relationships.
• Liaises with telecommunications providers for voice and mobile services; Communicates directly with provider to resolve issues, make purchases, add/remove phone features.
• Performs other related duties, responsibilities and functions as assigned.

REQUIRED COMPETENCIES:

• Solid knowledge of modern IT environments including cloud services, networking and endpoint management.
• Ability to assess and analyze client requests and propose effective solutions.
• Ability to analyze troubleshoot and resolve complex technical issues.
• Ability to communicate effectively both orally and in writing and the ability to engage others.
• Ability to work independently and collaboratively in a fast-paced environment.
• A customer focus with the ability to meet changing deadlines, needs and expectations.
• A strong attention to detail and the ability to accurately identify priorities.
• Excellent judgment and the ability to handle highly sensitive and confidential data and situations with tact, professionalism, and discretion.
• Knowledge of the Occupational Health and Safety Act and the City of Charlottetown’s Health and Safety Policy and is knowledgeable about hazards and safety precautions applicable to the work.
• Ability to establish and maintain effective working relationships with employees, City officials and the public.
• Good personal mastery and performance as a team player, with proven ability to role model the behaviours associated with a constructive culture and a commitment to health, wellness and safety.
• Ability to work overtime and attend evening meetings or events on occasion.

REQUIRED QUALIFICATIONS:

• Must have a university degree or college diploma with major course work in networking or a discipline related to the position.
• Relevant certifications considered an asset: (e.g. CompTIA A+, Network+, Security+, Microsoft certifications).
• A minimum of five (5) years of progressively responsible IT experience.
• Experience delivering services into one or more of: Provincial Government; Federal Government; Municipal Government would be an asset.
• Enhanced security clearances required to work with RCMP related products.
• An equivalent combination of education or experience may be considered.

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