Full-Time Workspace Technology Specialist
Job Description
Hours per week and Schedule of Work (Hours and Schedule of work are subject to change in accordance with Article 19): 35 hours per week. Evenings and week-ends based on operational needs
Weeks 1 & 2: Mon. to Fri. 9:00am – 5:00pm
Assignment: While this position will have a primary focus on the responsibilities outlined for this assignment, employees are expected to contribute across related technology areas and may support other assignments as business needs evolve. Staff will serve as a key resource for their focus area when priorities require, while also contributing expertise and assistance to other teams and initiatives as needed:
Workspace Technology Device Management
- Administer and support enterprise device management for Windows, macOS, iPadOS, and iOS devices using tools such as Active Directory, Azure AD, Intune, Autopilot, SCCM, Deep Freeze, and related technologies.
- Design, implement, and maintain device enrollment, provisioning, imaging, configuration profiles, compliance policies, and security baselines across supported platforms.
- Manage device lifecycle activities including deployment, refresh, patching, software packaging, updates, and secure decommissioning.
- Troubleshoot and resolve complex device, OS, application, and configuration issues, acting as an escalation point for Service Desk and Workspace Analysts.
- Leverage automation, scripting, and reporting to improve device management efficiency, compliance, and overall staff and public computing experience.
JOB SUMMARY:
The ITS Workspace Technology Specialist is responsible for deploying, managing, and securing computers, mobile devices, printers, audio visual, and other related devices. This role requires expert level administration experience with device management solutions. This role involves configuring and optimizing device provisioning and lifecycle management, ensuring compliance with organizational policies, imaging, and automating device setup for a streamlined staff and customer experience. The specialist handles complex troubleshooting, updates, and support for devices, collaborates with IT teams to integrate these tools with existing systems, and monitors performance to ensure efficiency and security. Expertise in industry current technologies for device and software deployments, image creation, provisioning, and administration, along with strong problem-solving and communication skills are crucial for success in this role
DUTIES:
Under the general direction of the designated Lead, and working within a team structure, this position is responsible for:
- Provide device focused subject matter expertise for staff and public computing
- Provide user and device focused operational support for Microsoft 365 Apps and Services administration, AD/Azure administration, Intune / Autopilot administration, SCCM administration, license management, print administration, collaboration solutions and other related technologies used at the Toronto Public Library
- Provide hands-on expertise supporting and managing computer hardware and software environment, including Mobile Device Management administration, imaging, provisioning, deployment, configurations, policies, and life cycle management.
- Analyzing and translating public and staff computing requirements into practical technical solutions that fit into the library’s overall technical architecture, future direction, and strategic plans.
- Working closely with ITS Security, Infrastructure teams, and vendors for device selection and configuration to ensure TPL (Toronto Public Library) devices are secure from external threats.
- Maintain and support, from an operational standpoint, continuity, and recovery of endpoints
- Take ownership of complex incident and service request escalations and drive a satisfactory resolution with a sense of urgency and provide resolutions in a timely manner.
- Proactively identify trends and work with Workspace Technology Lead and Manager to continuously improve staff and customer computing experience
- Develop and maintain positive, professional, collaborative relationships with internal staff and external vendors.
- Maintain a deep knowledge of technology products and services applicable to Toronto Public Library customers and staff, including hardware, software, and other provided services.
- Stay current on new or emerging trends and technologies that provide clear benefits to, business partners, staff, and customers.
- Contribute to researching and developing IT policies, procedures, and strategies.
- Contribute to the research, design, and implement the device technologies and standards to improve staff collaboration, access to information, and overall staff productivity.
- Providing knowledge transfer, training and documentation to Service Desk and Workspace Analysts team for successful transition of new hardware and software to improve support and increase first call resolution
- Produce software and hardware reports on request basis using the asset management systems and other tools.
- Enable automation processes for device enrollment, imaging, deployment, and other technologies supported by the Workspace Technology team
- Develop and maintain patch management processes, includes planning, testing, piloting, and deploying patches and bug fixes for all relevant devices and software products as per the approved process.
- Leveraging emerging technologies, processes, and automation to deliver best in class staff and public computing solutions
- Work on IT hardware and software rollouts, hardware refresh, and other related projects with other TPL departments such as Enterprise Project Management Office and vendors.
- Participate in regular team, project, business, and committee meetings.
- Evening, weekend, holiday, and on call work may be required. Some travel to GTA branches maybe required
- Perform other duties as assigned
QUALIFICATIONS:
- Up to two (2) years post-secondary education in the field of Information Technology
- Minimum of 5 (five) years related work experience or an equivalent combination of education, training, and experience.
- Microsoft, ITIL, or other industry certifications are strongly recommended
- A self-starter, a passion for IT, with exceptional customer service skills
- Proven analytical and problem-solving skills.
- Exceptional communication and interpersonal skills, willingness to share ideas with the team
- Ability to work in a dynamic team environment and independently
- Able to effectively communicate technical concepts to non-technical people
- Advanced level experience with administration and maintenance of Windows Intune and Autopilot with proven working experience with device enrollments, deployment profiles, configuration settings including but not limited to security, compliance, scripting, and other related functionality in a hybrid environment.
- Working knowledge of Intune integration with other Microsoft services (e.g., Azure Active Directory, Microsoft 365, SCCM for co-management).
- Experience with SCCM, creating images, deploying applications, and reporting
- Experience with Windows, MacOS, and iOS patch management using industry using tools such as Intune and SCCM
- Experience in packaging various software for deployment using Intune and other deployment tools such as PDQ.
- Knowledge of PowerShell for configuration management, queries, and creation of scripts to automate tasks.
- Experience with supporting collaboration tools and audio-visual conferencing systems such as Microsoft Teams Rooms and Webex
- Experience with administrating and supporting user profiles and devices of a telephony technology
- Experience with reporting and analytics tools for the above tools and solutions to monitor device health, compliance, and performance and interpret reports to help drive decision-making
- Willingness to bring forward ideas for process improvements and continued IT maturity
- Ability to work in a dynamic team environment and independently
- Vehicle may be required for on-site support or travel within Greater Toronto Area
About TPL
Toronto Public Library (TPL) is North America’s busiest public library system. TPL employs approximately 2,400 staff who provide high quality library services to the people of Toronto across 100 locations.
The Toronto Public Library does not ask for a credit card, banking information, or social insurance number during the recruitment process. Do not respond to emails or requests for information about jobs at TPL that are not sent from an @tpl.ca address.
ACCOMMODATION:
We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.
APPLICATION PROCESS:
Toronto Public Library (TPL) invites applications from all qualified individuals. The Library is committed to equal opportunity, diversity in the workplace, equity and reconciliation, and welcomes applications from Indigenous people, Black and racialized groups, people with disabilities, 2SLGBTQ+ people and women.
All applicants must be legally entitled to work in Canada. Toronto Public Library (TPL) will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Toronto Public Library (TPL) reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
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