Help Desk Technician

1 week ago

Grimsby, Canada Town of Grimsby Full time

**Help Desk Technician
**The Opportunity**

The is committed to building a future that welcomes innovative new ideas while
protecting and preserving its distinct heritage. It is a place where leaders are committed to
sustainability and honouring Grimsby’s treasured natural setting. Grimsby has become a sought
- after community where residents enjoy waterfront living, historic neighbourhoods, active living,
and world class natural amenities. It is conveniently located in the Greater Toronto and Hamilton
Area (GTHA) in a region that is home to Niagara wineries, agriculture, cuisine, and internationally
recognized attractions.

**The Portfolio**

Reporting to the Supervisor of Information Technology and Service Innovation the Help Desk
Technician works in a team environment and is responsible for supporting, maintaining and
overall day-to-day operation of end user hardware and software belonging to the
and the Grimsby Public Library. This will be accomplished by troubleshooting many different
technology issues, performing diagnoses, communicating technical solutions in user-friendly
language, and conducting training and documentation where necessary. The Help Desk
Technician is responsible for recording problems and solutions within the help desk call-tracking
system as well as performing other tasks as required, to ensure smooth and accurate processing
of client and asset information.

Systems Technician or Information Technology. You have one (1) year of related experience in
supporting desktop, print and end user hardware and software within a corporate Microsoft
environment. You possess technical knowledge of Windows 11, Office 365, and mobile devices
(iOS/Android), as well as excellent customer service experience and problem-solving skills.

**Working for the**

includes an hourly wage between **$33.18 and $40.37 **(2024 Rates) and a comprehensive benefits
plan.

The Town supports the health and wellness of our employees; a commitment that is demonstrated
through free access to Town recreation facilities for employees and flexible working
arrangements.

Help Desk Technician Posted: April 24, 2024

**How to Apply**

If you are excited by this opportunity, we are excited to hear from you

**Posting #: 22-2024**
- We thank all applicants for their interest, however only those selected for an interview will be contacted.- The is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection processes, _
- and work environment. We will accommodate the needs of applicants under the Human Rights Code and Accessibility for Ontarians _
- with Disabilities Act (AODA) throughout all stages of the recruitment process. Please contact the Office of Human Resources, _
- Personal information collected will be used in accordance with the Municipal Freedom of Information and Protection of Privacy Act for _

Help Desk Technician Posted: April 24, 2024

***

**Help Desk Technician**
IT/SI Department

**Duties and Responsibilities:
**1. Technical Support and Customer Service (70%)**

requests for assistance from users experiencing problems with hardware, software,
networking, and other computer-related technologies as well as all
telecommunications issues.

1.2 Ensures that all tickets requiring follow up work and/or calls receive appropriate
attention.

1.3 Works collaboratively in resolving issues and determining root cause.
1.4 Assembles, images, and configures client workstations, tablets, laptops and other

devices according to industry standards and best practices.
1.5 Performs onsite and remote technical support troubleshooting of hardware, software

and networking issues for various clients in a professional and courteous manner via

1.6 Implements technical support fixes and configuration at the desktop level, including
installing and upgrading software via SCCM, installing hardware, and setup of onsite

1.7 Monitors corporate central ticketing system and prioritizes and completes requests to
ensure timely resolution of technical support issues within SLA.

1.8 Applies upgrades necessary to keep the technology systems at a vendor and industry
recommended level.

1.9 Analyzes and evaluates inquiry and problem data and make recommendations to
policies or procedures to reduce help desk call rates.

1.10 Installs and provides support for PCs, printers and mobile devices, IP phones and
other end user hardware.

**2. Solution Implementation (25%)
**2.1 Provides recommendations and assists in testing, evaluating and implementing new

standards and guidelines for technology used by the Town.
2.2 Acts as a key player for various IT projects and initiatives including migrations and

new deployments.
2.3 Researches and recommends solutions.

Help Desk Technician Posted: April 24, 2024

**3. Other (5%)**

3.1 Produces technical support documentation related to changes in technology
environments.

3.2 Creates and follow checklists to ensure a consistent result for routine and common
tasks.

3.3

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