Information Technology Service Desk Assistant

**The Team you are Joining - Who We Are**:
The Halton Regional Police Service contributes to the safety and well-being of more than 620,000 residents in Halton Region which includes the Towns of Milton, Halton Hills and Oakville, and the City of Burlington. It is our continual pursuit of excellence that keeps Halton at the forefront of policing and as a leader in the public safety arena. Through upstream approaches, partner collaboration, training, community engagement and a strong focus on inclusion and diversity, we have been able to maintain Halton’s status as the safest Canadian municipality with a population of 100,000 or more. This is exemplified through deep collaboration between our growing team of over 1,100 members and our residents, businesses, non-profit organizations, and municipal governments.

The Information Technology Department is currently seeking a dedicated **Full-time Information Technology Service Desk Assistant** to play a pivotal role in supporting our service's evolving technology needs. As a Level 1 support professional, you will be the first point of contact for technical assistance and support, providing prompt and courteous resolution to end-user issues. This role offers an excellent opportunity to kickstart your career in IT support, where you'll have the chance to learn and grow alongside experienced professionals.

In this role, you will work closely with our team to triage, troubleshoot, and resolve a variety of technical issues, ranging from software to end-user computing hardware problems. Your primary responsibilities will include logging incidents, prioritizing support tickets, and escalating more complex issues to higher-level support teams when necessary.

Additionally, you will have the opportunity to contribute to the development and maintenance of our knowledge base, ensuring that accurate and up-to-date information is readily available to assist both end-users and fellow team members.

If you have a passion for technology, a desire to pursue a fulfilling career in IT support, and **About the Role - How you will Contribute to the Service**:
You will be responsible for receiving Information Technology (IT) Support Desk calls and resolving problems that can be facilitated through the IT Service Desk support line. Logs calls for service and assigns tickets to Technical Support teams.
- **Role Responsibilities Include**:_
- Receives calls from Service users via the main IT service number. Performs first level diagnosis and information collection.
- Resolves various user and/or system issues, including changing passwords, mapping shared drives, adding access to shared drives, and setting up phone plans.
- Provides information and suggestions to users to address user problems and prevent and/or resolve future problems.
- Logs calls for service and requests for new hardware and software in the incident management system.
- Distributes work tickets based on ticket priority, problem type, skill set and number of tickets currently assigned
- Implement Move/Add/Change procedure to address employee transfers, new hires, terminations and information updates.
- Prepares purchase orders for equipment purchases.
- Schedules appointments with vendors.
- Produces reports and statistics from incident management system as requested.
- Performs daily maintenance duties for the IT group by maintaining records, distributing hardware and software, and monitoring network and systems status.
- Monitors system alarms and notifies appropriate person when alarm sounds.
- Other related duties as assigned.

**What you’ll Bring to the Role**:
**Education, Certifications and Qualifications**:High school diploma plus additional completed computer related diploma/post-secondary education.

**Previous Experience, Knowledge, and Skills**: Minimum 1 year of experience in a high volume help desk environment.

Training or technical familiarities with Microsoft Windows Operating Systems, Microsoft Office products, incident management software, antivirus software and phone system experience will be considered an asset.

Note: The successful applicant will need to pass a background check to the satisfaction of the Service which will include reference checks with previous employers, verification of educational achievements, and a criminal background screen.

**What We Offer**:
We offer the opportunity to join a progressive work environment with a leading police service. Our Service is committed to the values of Trust and Respect, Integrity, Accountability, Excellence, Teamwork and Justice. We provide our employees with a competitive salary and benefits package which includes but is not limited to comprehensive healthcare benefits, training and development opportunities, paid leave, onsite fitness opportunities, access to wellness resources and participation in a defined benefit pension plan - Ontario Municipal Employee Retirement System (O.M.E.R.S.). This position is based out of our Oakville Headquarter