Job ID #31654: Service Desk Technician

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason Job ID #31654: Service Desk Technician Union: CUPE Local 5167 Job Description ID #: 6397 Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on January 21, 2026.  Vacancy type: This posting is for an existing vacancy  Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted. SUMMARY OF DUTIES Reporting to the Supervisor, Service Desk the Service Desk Technician brings a strong client focused and positive attitude to all dealings with clients as the first point of contact for the business when they call or email the Service Desk. Through the utilization of documented procedures and checklists, the Service Desk Technician records the caller details, evaluates the situation/issue, determines appropriate response and refers or escalates to a designated specialist for resolution of client’s problem or complaint. GENERAL DUTIES End to end responsibility for client calls providing timely, reliable and courteous service from initial receipt of call through to resolution of issue. Provides client service and first level technical resolution for operational, network, mainframe, PC, or service-related incidents or problems. Reviews and provides initial assessment of the severity and priority of requests (client specific, environmental, business needs). Provides client service and first level support for business efficiency/office productivity software such as Microsoft Office. Captures/records all relevant information from client call using the service desk software. Tracks escalated issues/problems and notifies supervisor if resolution is not provided to client within the service desk delivery standards. Maintains ongoing communications and provides updates to clients concerning status of their service desk tickets. Maintains extensive knowledge of the problem/support management database and Help Desk system and process and may make suggestions based on analysis and identification of trends or symptoms of larger issues. Reviews outstanding support tickets to identify trends or symptoms of larger issues. Reviews and maintains call handling procedures, checklists and other documentation used when receiving and responding to client contacts in collaboration with the Service Desk Analysts May be assigned to an initiative or project requiring the individual to take direction from other IT Unit Manager and/or Project Manager. May be required to assist other IT resources with desk side support, software installations, hardware and other peripheral products on site support. May be required to provide on call support to users. Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety. Performs other duties as assigned, which are directly related to the major responsibilities of the job. QUALIFICATIONS College Diploma in Computer Science, Information Systems, Computer Technology or related discipline. One (1) to two (2) years of IT work experience in computer systems or support. Working knowledge of basic client hardware and software products including Windows 7, Windows 10 and Microsoft Office suite. Ability to extract information, identify and troubleshoot problems over the phone. Working knowledge of networking systems (DNS, WINS, Active Directory). Working knowledge of email technologies such as Microsoft Outlook. Strong analytical and problem-solving abilities. Ability to make sound and logical judgments. Strong interpersonal, written, and oral communication skills. Strong customer service orientation. NOTE 1:As a condition of employment, the successful applicant(s) will be required to achieve asatisfactory Criminal Record and Judicial Matters Check (CRJMC). NOTE 2:  As a condition of employment, the successful applicant(s) will be required to undergo a Social Media Background Check which will be conducted by Human Resources. This report must meet the employer’s satisfaction to proceed with employment.  Disclaimer: Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination. Terms: The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship.  If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.