Apply By: Monday, December 11, 2023 11:59 pm EST
Competition Status: Position Filled

Approximately 168 individuals applied for this opportunity.

We have completed the recruitment process and successfully hired the top candidate into the position.

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Thank you for your interest in the Ontario Public Service.

End User IT Experience Analyst

Ministry of Public and Business Service Delivery
Infrastructure Technology Services / Ontario Public Service Support Centre-Field Services
North Bay
Language of Position(s):
Job Term:
4 Temporary - up to 12 months with possible extension
Job Code:
17156 - Systems Officer 3
$1,321.75 - $1,664.43 Per Week*
*Indicates the salary listed as per the OPSEU Collective Agreement.
Posting Status:
Job ID:
Are you looking for a great career and rewarding future in the IT client support world? Consider this exciting opportunity with the Ministry of Public and Business Service Delivery (MPBSD), Infrastructure Technology Services (ITS) Division- Field Services. Join a highly skilled team of End User IT Experience Analysts at the Ontario Public Service Support Centre and provide support to our clients including Ontario Public Service (OPS) employees as well as external agencies.

Our vision in ITS is “Powering next-generation public services for the people of Ontario” and our mission is “Empowering the Ontario Public Service to deliver simpler, faster, better services through modern infrastructure, digital tools, and expert teams.”

Keep reading to learn more about this great opportunity.

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?

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.
• Establish and promote best practice standards and guidelines defined for administrative and operational procedures.
• Analyze patterns and trends in recurring issues reported by users, research and develop recommendations to address these problems.
• Provide on-call and/or overtime support services on weekends, and holidays, as required to resolve system related issues.

How do I qualify?


• You have a valid driver's license to reach clients in distributed and remote sites not accessible by public transit.
• You have the ability to lift and move large boxes averaging up to 20kg.

Technical Skills:

• You have knowledge of cloud computing technologies.
• You demonstrate knowledge of desktop hardware components, operating systems configurations, network technologies and configurations and Enterprise Directory technologies in a LAN/WAN environment.
• You demonstrate 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.
• You have knowledge of desktop troubleshooting and software deployment tools.
• You have the ability to acquire knowledge of service level agreements to ensure requests are resolved and fulfilled within timelines.
• You have knowledge of ITIL best practices in incident, change, configuration, project, time and problem management.
• You have 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.
• You are able to resolve computer software problems in an effective and efficient manner.
• You have leadership and coaching skills to provide direction and training to new staff, students and clients.

Communication and Interpersonal Skills:

• You can maintain effective working relationships with staff, colleagues and management.
• You have superior customer service skills to establish good working relationships with clients.
• You have good 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.

Additional Notes:

A half-hour optional virtual information session will be held via Teams meeting during the below scheduled date and time. The session will cover content including a general discussion focused on an organizational overview as well as a question-and-answer period. This virtual information session will be held in English only.

•  November 29, 2023 at 5:00pm- 5:30pm

**This session is optional and will not influence the screening and selection process**

Further information about the hiring process is available by visiting OPS Careers Hiring Process

Additional Information:

  • 4 English Temporary, duration up to 12 months, 447 McKeown Ave, North Bay, North Region, Criminal Record Check
Compensation Group:
Ontario Public Service Employees Union
Information Technology
Posted on:
Monday, November 27, 2023
  • In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.

    Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Corporate Talent Programs Branch, Talent and Leadership Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.

    A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
  • C-MG-208026/23(4)
Please be advised that the results of this competition may be used to form an eligibility list of qualified candidates to potentially fill future vacancies represented by the Ontario Public Service Employees Union (OPSEU). In accordance with the Collective Agreement, eligibility lists are shared with OPSEU representatives. By applying to this competition, you are providing consent that your name may be shared with OPSEU representatives.
All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.
Remember: The deadline to apply is Monday, December 11, 2023 11:59 pm EST. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.

All Ontario Public Service external job advertisements are posted in English and French. To confirm the language requirements of a job, check the "language of position" information at the top of each job ad. For all positions, candidates will be assessed in English, the business language of the Ontario Public Service. For English/French designated bilingual positions, candidates will also be assessed through French-language proficiency testing.

Toutes les offres d'emploi externes de la fonction publique de l'Ontario sont affichées en anglais et en français. Pour connaître les exigences linguistiques, vérifiez les renseignements sur la « langue du poste » figurant dans le haut de chaque offre d'emploi. Pour tous les postes, l'évaluation des candidates et candidats se fera en anglais, la langue usuelle de la fonction publique de l'Ontario. En ce qui concerne les postes désignés bilingues, la maîtrise du français des candidates et candidats sera également évaluée.

The Ontario Public Service is an inclusive employer.
Accommodation is available under the Ontario's Human Rights Code .
Note: The only website where you can apply on-line for positions with the Ontario Public Service is

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