End User IT Experience Analyst (Tier 2)
Ontario Government
Location: North Bay, ON
Type: Contract
Job ID: 244060
English: https://www.gojobs.gov.on.ca/Preview.aspx?Language=English&JobID=244060
French: https://www.gojobs.gov.on.ca/Preview.aspx?Language=French&JobID=244060
Job Description:
In this role, you will:
- Provide onsite and remote IT support to a wide range of clients in multiple ministries across the province.
- Provide multi-tier IT hardware and software support to ensure uninterrupted operation of Ministry hardware and software by regularly monitoring, identifying, diagnosing and resolving IT technical incidents and requests in accordance to ITIL incident, change, configuration, project, time and problem management practices.
- Provide provisioning support of desktop assets, mobile devices, networking/VPN, and telephony services.
- Work collaboratively with internal partners and staff in the end-to-end incident and problem resolution.
- Ensure resolution of issues and requests are completed in accordance with service level agreements.
- Monitor Incident Management and Work Order queues, ensuring incidents and work orders are promptly reviewed and resolved or assigned as necessary, escalating those incidents / work orders as required based on client escalations or Service Level commitments.
- Provide on-call and/or overtime support services on weekends, and holidays, as required to resolve system related issues.
Mandatory Requirements:
You have:
- A valid driver's license to reach clients in distributed and remote sites not accessible by public transit
- The ability to lift and move large boxes averaging up to 20kg
Technical Skills:
You have:
- Knowledge of cloud computing technologies
- Knowledge of desktop hardware components, operating systems configurations, network technologies and configurations and Enterprise Directory technologies in a LAN/WAN environment
- Technical, analytical/troubleshooting, research and problem-solving skills to act as an expert in resolving or referring computer hardware or software problems, including security threats
- Knowledge of desktop troubleshooting and software deployment tools
- The ability to acquire knowledge of service level agreements to ensure requests are resolved and fulfilled within timelines
- Knowledge of Information Technology Infrastructure Library (ITIL) specifically the best practices in incident, change, configuration, project, time, and problem management to recommend technical solutions
- Knowledge of standards, procedures, and tools for version control and release management
Organizational, Problem-Solving and Leadership Skills:
You have:
- Organizational skills to manage multiple concurrent incidents and service requests
- The ability to resolve computer software problems in an effective and efficient manner
- Leadership and coaching skills to provide direction and training to new staff, students and clients
Communication and Interpersonal Skills:
You have:
- The ability to maintain effective working relationships with staff, colleagues and management
- Customer service skills to establish good working relationships with clients
- Oral and written communication skills to understand and present complex technical concepts in non-technical terms with clients and to discuss and make recommendations to management
Don't meet every qualification?
If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!
This is an open targeted posting with the Ontario Government. Interested applicants must apply directly through the Ontario government employment website (https://www.gojobs.gov.on.ca/) using the job ID below by Monday, May 11, 2026 11:59 pm EDT:
Job ID: 244060
English: https://www.gojobs.gov.on.ca/Preview.aspx?Language=English&JobID=244060
French: https://www.gojobs.gov.on.ca/Preview.aspx?Language=French&JobID=244060
Position Title: End User IT Experience Analyst
