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IT Service Desk Assistant Role

2 months ago

Newmarket, Ontario, Canada The Regional Municipality of York Full time

About the Regional Municipality of York


The Regional Municipality of York is a thriving region in Canada, home to over a million residents. Our diverse geography and strong local government make us an attractive place to work and live.



Job Title: IT Service Desk Assistant
Job Summary

We are seeking a highly motivated and organized individual to join our Information Technology Services team as an IT Service Desk Assistant. In this role, you will assist with day-to-day decommission and documentation activities of technology assets, respond to Help Desk inquiries, and provide exceptional customer service to both internal ITS staff and staff from other Departments.



Key Responsibilities

  • Respond to Help Desk inquiries from Regional staff to provide solutions on all Regional computer equipment and software issues/problems; refers unresolved issues as required
  • Records all client interactions using ticket tracking software; monitors and alerts Management of urgent issues
  • Provides second level support for the ITS Service Desk ensuring referral, escalation and follow-up procedures are being applied correctly and effectively to meet the goal of providing excellent customer service
  • Participates on technical project teams to assist in delivery of ITS related projects and programs
  • Provides exceptional customer service to both internal ITS staff and staff from other Departments
  • Ensures that services provided meet Regional customer service standards
  • Manages information in accordance with legislation and corporate standards
  • Performs other duties as assigned in accordance with Branch or Department objectives


Required Skills and Qualifications

  • Currently enrolled on a full time basis in a post-secondary IT or related program and must have a required co-op, placement or internship in order to graduate
  • Knowledge of computer hardware and technology components
  • Knowledge of and demonstrated ability in corporate core competencies including customer service, communication, teamwork, initiative/self-management and accountability, and flexibility/adaptability
  • Computer literacy utilizing MS Office software applications
  • Ability to organize daily workload, set priorities and meet required deadlines
  • Ability to work with PC based hardware, printers, Microsoft Windows operating system and MS Office applications (including MS exchange) to resolve client issues
  • Ability to work independently and work cooperatively with staff and as part of a team
  • Ability to work outside regular business hours, as required


Benefits

  • Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
  • Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
  • Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
  • Inclusive and Diverse Workforce - We're committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.


What We Offer


We offer a competitive salary range of $45-$60 per hour, depending on year of study. This opportunity allows you to gain valuable experience in the IT field while working for a dynamic and progressive organization.