About Durham College:

Durham College (DC) is a leading post-secondary institution that supports students to develop career-ready skills for the ever-changing job market. With a focus on experiential learning, led by expert faculty, through field placements, applied research, co-ops and other hands-on opportunities, DC grads are known for having the skills and knowledge they need to adapt to the ever-changing workforce.

A leader in innovative teaching and learning, Durham College offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, media, art and design. 

Our modern campuses in Oshawa and Whitby offer 145 programs – including six honours bachelor’s degrees and 11 apprenticeship programs – to more than 13,700 full-time post-secondary and 2,300 apprenticeship students. In addition, more than 14,600 students participate in professional and part-time learning. More than 110,500 alumni represent the college, both locally and around the world.

A forward-looking organization committed to collaboration, innovation and sustainability, Durham College is ranked annually as one of the GTA’s Top 100 employers and one of Canada’s Greenest Employers and has been recognized as a Top 50 Research College in Canada, 10 times. 

DC has an estimated annual economic impact of more than $913 million on Durham Region and is proud to be an active and engaged member of the communities we serve by contributing resources and expertise to enhance social and economic well-being through partnerships, investments and collaboration.

DUTIES AND RESPONSIBILITIES:

The Lead Application and Deployment Specialist is responsible for planning, configuring and creating images of client applications with approved operating systems on desktops and laptops. Involves creating and maintaining images for personal workstations including (Windows based) Laptops for faculty and support staff; computer labs, library and common study spaces with college installed computer equipment. The coordination, planning, deployment and ongoing maintenance of software applications require need to continuously automate the software delivery mechanism to improve the software delivery process. This requires coordination and communication with software requestors (academic s), vendors, field services computer technicians and asset management functions.

Servicing and resolving technical support Level 2 ticket issues related to incidents and service requests raised for ITS resolve in liaison with Level 1 and Level 3 support peers, while engaging internal and external third parties as appropriate.

As Lead, the incumbent will coordinate all tasks needed to ensure all platforms utilized by the Application Deployment & Support Specialist (AD & SS), group are secure and up-to-date.  This includes communicating with the client groups, additional groups within IT Services, support vendors and management to ensure platforms are update as needed and remain secure.

The lead will work with the Manager, Client Technologies (CT), to investigate escalated issues or requests which involve the (AD & SS) & Field Services (FS) teams and under the direction of and in consultation with the Manager, CT, the Application Deployment & Support Specialist the lead will advise, guide, mentor and assign tasks to other FS team members and to student workers within the CT team. The incumbent will regularly engage with external vendors and makes recommendations to the Manager, CT, for improvements based on patterns, trends and best practices based on industry standards. In collaboration with the Manager, CT, the incumbent will also develop and maintain standards lists for both hardware and software maintained by the CT group. 

Team Lead

• Advises, guides, mentors, and assigns tasks to (AD & SS) & FS team members. These tasks may be in support of new and existing hardware, applications, processes, procedures, and systems. The incumbent also guides the CT group in the investigation and resolution of operational issues.
• Work closely with the Manager, CT, to ensure consistent communication to the team.  This includes contributing to the creation and maintenance of CT documentation of processes and procedures while storing in a centralized location for team members.
• In collaboration with the Manager, CT, the incumbent will perform inventory and asset management tasks for all software and hardware maintained by the group.  The incumbent will provide assistance to the Manager, CT and Director, USS in development of annual hardware and software life cycle planning for academic and non-academic areas.
• Provide assistance with annual software gathering for all academic applications.
• Provide assistance to Manager, CT in coordinating daily tasks for (AD & SS) & FS groups
• Assist with hiring and onboarding of new members, coordinating and scheduling daily tasks, and offboarding of (AD & SS) & FS groups.

Technical Support & Service

• Supports the daily administration of key institutional applications (e .g. Ghost Solution Suite, Deep Freeze, AppsAnywhere, SCCM, Ivanti, antivirus ) and other critical applications as applicable. This includes working with key ITS staff to develop and maintain automated software delivery mechanisms using server based technology, ( e.g. LANDesk/Ivanti/Ghost/SCCM/AppsAnywhere) and also utilizing these tools to provide data on assets and their compliance.
• Plan, configure, build, create, deploy, test and maintain administrative and academic images for manual and automated deployment of software and packages to desktop classrooms, computer labs, support staff and faculty, library and any other areas with Durham College computers
• Coordinate activities to ensure applications utilized by (AD & SS) & FS teams are updated on a regular basis.
• Technical troubleshooting for areas maintained by the (AD & SS) & FS teams as it relates to hardware and software.
• Action hardware repairs (Maintaining vendor appropriate hardware repair certifications), warranty, and parts ordering; update and maintain hardware for both Windows and Apple installation, configuration, troubleshooting, triage and basic repair of printer equipment.

Technology Research

• Provides continuing research and training on technologies and applications to maintain a skill level that matches the evolution of technologies related to perform these duties and keeping applications technically current.
• Coordinate with Manager, CT to define and recommend for adoption and acquisition updates of standard hardware, changing operating systems and major application suites in respect of life cycle and ‘right fit’ technology.
• Coordinate with Manager, CT to define, recommend and maintain standards list of all IT hardware maintained by the CT group, which will be utilized by all departments within the organization. 
• Attend industry events or conferences to research new and emerging technologies.

Meetings

• Attend ITS related operational and cross-departmental meetings, and meetings related to new technical tools as appropriate.
• Regularly meet with client base to address any issues or requests from a hardware or software perspective.
• Collaborate with external vendors or other institutions to maintain regular communication and develop a relationship to share knowledge and ideas to better manage our environment.

Training & Mentorship

• Deliver cross training to other CT technical staff as required.  Develop and providing job specific training to CT team members to ensure performance of the tasks required and that these tasks can be completed effectively and accurately by following required protocols, processes and procedures.

General Duties

• Adheres to and effectively communicates established process & procedures to clients when necessary.
• Required to work off hours when necessary to address issues, problems, or projects.
• Provide continuous maintenance and benchmarking of performance health of College installed computer equipment; Analyze trends, identify emerging issues and suggest ways to improve the quality of service.
• Required to document technical information, notes, user guides related to ITS internal or customer use if required.

QUALIFICATIONS:

1. A minimum of a 3-year diploma or degree in Computer Science, Information Technology, or equivalent relevant fields of study. 
2. A minimum of 5 years of experience working in IT. 
3. A minimum of 3 years of experiences in PC networking and application delivery with automated deployment solutions such as Ghost, Microsoft WSUS/ SCCM, Windows/MAC hardware and software.
4. Experience with hardware and software troubleshooting and repairs for all types of technology from a client technology perspective. 
5. Experience with virtualizing applications and virtual desktop infrastructure, SCCM, Windows Server technology (DNS, DHCP, Group Policy, Identity Management), Networking technology (Subnets, Vlan, troubleshooting), Endpoint Security technology.
6. Tact, integrity, diplomacy and ability to maintain confidentiality.
7. Excellent verbal and written communication skills.
8. Excellent customer service skills.
9. Demonstrated ability to work collaboratively with team members and independently.
10. A+ Certification (60 hrs), ACMT or Apple Certified Mac Technician (120 hrs), AppsAnywhere (60 hrs), Microsoft System Centre Configuration Manager (80 hrs), Microsoft 365 Certified: Enterprise Administrator Expert (176hrs), Ghost Solution Suite (32 hrs)

Required Skills

Payband: K; Starting Rate: $44.52 per hour; Four Year Rate: $51.62 per hour

Required Experience

Hours: 40 hours per week (1) one hour lunch; Mon – Fri (Shifts within 7:30am – 5:00 pm) with some on-call hours, if required.

Please apply below by submitting your cover letter and resume to the online portal.  Job Competition closes on July 25, 2024 Competition number SS24-70R.