
Service Desk Analyst
3 weeks ago
ABOUT US
The City of Spruce Grove is a fast growing, dynamic city committed to building and maintaining a fiscally responsible community that serves our residents, attracts visitors, and promotes future growth.
The “Values, We Live By” are accountability, communication, leadership, integrity, and respect while we work towards maintaining a work/play balance.
We are an organization that cares, an organization that is committed to our city and committed to you. The City of Spruce Grove is committed to public service, where everyone feels empowered to contribute their best work. We believe that by working together in a spirit of collaboration and respect, we can achieve great things.
THE OPPORTUNITY
This Service Desk Analyst is responsible for providing support, and training, for all desktop related requests and incidence. Including but not limited to the deployment of desktop hardware, operating system upgrades, software deployments, and software upgrades. This position reports to the Service Desk Team Lead within the Technical Services section of the Information Systems department
This is a full-time, temporary position ending September 2025. The salary range is: $72,599.80 - $86,304.40.
RESPONSIBILITIES
Responsibility #1 - Technical Support
- Daily management of operational tickets which can include:
- User identification
- Status of outstanding tickets
- Asset and inventory updates
- Documentation of solutions and fixes for both internal IS use and/or end users.
- The triage and prioritize of incident and requests using established process and best practices.
- Ensure accurate tracking and updating of all IS assets be it hardware or software.
- Delivering support services by multiple means which may include, remote assistance, deskside, phone, or Instant messaging such as Teams.
- Provide timey escalations when priority or criticality merit.
- Research and evaluate current working knowledge and the explore of new, emerging technologies which meet identified business needs.
- Provide support services to city’s mobile device fleet including:
- Smart Phones
- Tablets
- Cellular connected devices
- Contact point for the cellular provider for aiding in the support of the end users.
- Document all finding, communications and finding in tickets.
Responsibility #2 - Hardware/Software Configuration and Maintenance
- Ensure accurate tracking of all existing, new and to be disposed IS assets be it hardware or software.
- Research available products and systems with the intent to provide recommendations for alternatives to meet identified business needs.
- Evaluate desktop, mobile and tablet, hardware, and software standards.
- Work with team to purchase, receive, and inventory all IS assets such as computers, peripherals and mobile devices.
- Work with team to maintain and track an inventory of stock spare parts for all provided systems and
equipment in an effective and efficient manner.
- Manage fleet of City printers including, consumable monitoring, installation, moves and updates of the
printers, print servers and printer deployments.
- Manage and execute software deployments to desktop and laptops including:
- Tracking of deployment processes
- Building of deployment packages
- Updating of existing deployment packages
Responsibility #3 - Troubleshooting
- Working with the City Network and System Administrators utilizing basic networking theory and principles to
troubleshoot computer network issues affecting desktops, laptops, printers, and mobile devices.
- Working with Application support and Business Analysts using basic troubleshooting techniques and
- Ability to work independently or in a group to take a problem, repeat incidence or issue from service restoration to root cause to ensure as few repeat issues as possible.
- Prioritize and schedule incidents and escalate to the appropriately resource when required.
- Aid in the identification of problems, patterns, and escalate to the appropriate resource.
- Document and share knowledge as required.
Other Duties
- Understand and adhere to City policies, procedures, and standards, whether written or implied, as amended from time to time.
- Contribute to a positive safety culture by always acting in a safe manner and complying with City safety policies and procedures for staff and contractors.
- Act as a steward of the City's Corporate Culture by following the “Values, We Live By”.
- Perform other job-related duties.
QUALIFICATIONS
REQUIRED QUALIFICATIONS:
- Two (2) or Three (3) year diploma in Computing Science, Electronic Engineering Technology, Information Systems or equivalent.
- Minimum three (3) years related experience.
- Excellent knowledge of training theory and practices demonstrated by an ability to develop and deliver technical training and user documentation.
- Excellent knowledge of technology from a hardware perspective to provide implementation, servicing, and maintenance of Information Systems.
- Knowledge of network services
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