Service Desk Analyst - Information Technology

SERVICE DESK ANALYST–INFORMATION TECHNOLOGY

Reporting to:                       Director of Technology Services
Department:                         Information Technology
Classification:                    PERMANENT Full Time; Non-Union
Salary Range:                     $64, 848- $76,291 (Subject to Job Evaluation after 6 months)
Hours of Work:            8:30 a.m. to 4:30 p.m. Monday to Friday
Starting Date:                      June 3, 2024

Application Deadline:          No later than 4:00 p.m. April 30th, 2024

Why City of Woodstock?
Known as the Friendly-City, Woodstock is located in the heart of Oxford County and blends big city conveniences with a small-town feel. With a growing population of over 45,000 welcoming citizens, Woodstock residents place high value on our small-town atmosphere, while enjoying urban amenities. The city is a great place to call home with amazing parks and trails, fantastic amenities as well as wonderful arts and cultural facilities. At the crossroads of highways 401 and 403, Woodstock has a thriving manufacturing sector and opportunities in agriculture, education and healthcare and convenient access to communities across Southwestern Ontario. Visitors can enjoy the city’s many festivals and delight in the many local shops and restaurants in Downtown Woodstock.
When you work for the City, you get to be part of an incredible team of dedicated people with a range of skills and experiences to share. Our team works together to help build a strong, connected community where people have access to the services they need, while enjoying a relaxed lifestyle. Other great benefits to working at the City of Woodstock:

• Join a growing and dynamic organization offering rewarding careers,
• Competitive Wages,
• Option to join a Defined Contribution Benefit Pension Plan (OMERS) where employee contributions (9%) are matched by the City,
• Training opportunities to support you in this role,
• And a great working environment for individuals committed to making a difference, just to name a few.

Duties and Responsibilities:

1. Answers the IT Service Desk phone, email and in-person requests from internal clients in a courteous and timely manner to ensure quick response to incidents and logs requests in the IT ticketing system.
2. Monitors IT ticketing system for new tickets and provides initial responses and troubleshooting. Provides technical support, resolves new requests on first contact where possible, and escalates to appropriate team/staff when required.
3. Assist in installing and maintaining various network devices at all City facilities.
4. Maintains communication with clients to advise of progress, ensure satisfaction, and set appropriate expectations for resolving within established SLAs.
5. Provides support for all corporate IT hardware and software systems and technologies.
6. Uses a variety of information sources to troubleshoot and diagnose issues and problems and assists with system access and user account requests, ensuring adequate authorization has been provided.
7. Communicates, documents and coordinates with end users on installing upgrades, service packs, enhancements and modifications to corporate systems and technologies.
8. Creates software deployment packages for current and new applications, including upgrades/patches and Microsoft Office and Windows deployment.
9. Maintains software and hardware inventories, conducts research, and provides recommendations for new technology solutions.
10. Assists in setting up and operating IT technologies for Council and Committee meetings.
11. Deploys new and replacement mobile devices and workstations, laptops, and peripherals.

Working Conditions

• Subject to overtime and/or flexible hours, including after-hours and weekends in order to meet deadlines and resolve problems.

Qualifications

Essential

• Diploma or degree in Technology, Computer Science, Information Technology, or related degree and/or experience with the Microsoft Certified Professional designation.
• Demonstrated experience providing support, troubleshooting, maintenance, and upgrade routines for Windows environments (e.g., Windows 10/11). In-depth knowledge of Adobe and Microsoft Office suites and tools. Working knowledge of a range of diagnostic utilities.
• One to two years of demonstrated level 1-2 technical support in a service desk role. Support emphasizes customer service, personal computer technology and software, including desktop computers, laptops, tablets, printers, and cell phones. Performs software installations, support, troubleshooting, maintenance, and upgrades for all corporate software.
• Experience with MSI application tools (or a suitable software automation, distribution, and deployment tool), creating and distributing MSI packages for corporate software application deployments and upgrades.
• Excellent written and verbal communication skills and the ability to communicate technical concepts and requirements in non-technical terms.
• Knowledge of and demonstrated ability in corporate core competencies, including customer service, communication, teamwork, initiative/self-management, accountability, and flexibility/adaptability.
• Excellent interpersonal, presentation, analytical, problem-solving, organizational and time management skills.
• Ability to exercise discretion and judgment when managing confidential/sensitive information.
• Valid Class “G” Driver’s License in good standing and reliable vehicle.

Preferred

• Demonstrated knowledge and experience in operating and maintaining Active Directory, PCs, Servers, and virtual/cloud systems is an asset.

The City of Woodstock is committed to diversity and inclusivity in employment and welcomes applications from qualified individuals of diverse backgrounds. We embrace equity, diversity, justice, inclusion and belonging and we’re committed to building a team that represents many backgrounds, perspectives and skills, representative of the communities we serve. The more inclusive we are, the better our work and workplace will be. We are committed to creating a workplace where people experience meaningful work, a sense of hope and optimism, an environment of trust, and inspired results.

In accordance with the  Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Woodstock will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform the City’s Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation by contacting hr@cityofwoodstock.ca. In accordance with the Municipal Freedom of Information & Protection of Personal Privacy Act, personal information collected will only be used for candidate selection. Human Resources will work together with the hiring committee to arrange reasonable and appropriate accommodation for the selection process, which will enable you to be assessed in a fair and equitable manner.

The Corporation of the City of Woodstock does not require proof of vaccination status.

Satisfactory passing of a criminal record check, employment, and proof of qualifications will be required of any successful candidate(s) for this position.

We thank all candidates who apply but advise that only those selected for an interview will be contacted.

Resumes and cover letters will be received online at http://careers.cityofwoodstock.ca