Service Desk Analyst

**SERVICE DESK ANALYST - INFORMATION TECHNOLOGY**
**(1 position)**

**Reporting to**: Director of Technology Services
**Department**: Information Technology
**Classification**: PERMANENT Full Time; Non-Union
**Salary Range**:$67,377- $79,266 (Subject to Job Evaluation after 6 months)
**Hours of Work**:8:30 a.m. to 4:30 p.m. Monday to Friday
**Starting Date**: November 2024
**Application Deadline**:No later than **4:00 p.m. October 15, 2024**

**Why City of Woodstock?**
Known as the Friendly-City, Woodstock is located in the heart of Oxford County and blends big city conveniences with a small-town feel. With a growing population of over 45,000 welcoming citizens, Woodstock residents place high value on our small-town atmosphere, while enjoying urban amenities. The city is a great place to call home with amazing parks and trails, fantastic amenities as well as wonderful arts and cultural facilities. At the crossroads of highways 401 and 403, Woodstock has a thriving manufacturing sector and opportunities in agriculture, education and healthcare and convenient access to communities across Southwestern Ontario. Visitors can enjoy the city’s many festivals and delight in the many local shops and restaurants in Downtown Woodstock.
When you work for the City, you get to be part of an incredible team of dedicated people with a range of skills and experiences to share. Our team works together to help build a strong, connected community where people have access to the services they need, while enjoying a relaxed lifestyle. Other great benefits to working at the City of Woodstock:

- Join a growing and dynamic organization offering rewarding careers,
- Competitive Wages,
- Option to join a Defined Contribution Benefit Pension Plan (OMERS) where employee contributions (9%) are matched by the City,
- Training opportunities to support you in this role,
- And a great working environment for individuals committed to making a difference, just to name a few.

**Duties and Responsibilities**:

- Monitors IT ticketing system for new tickets and provides initial responses and troubleshooting. Provides technical support, resolves new requests on first contact where possible, and escalates to appropriate team/staff when required.
- Assist in installing and maintaining various network devices at all City facilities.
- Maintains communication with clients to advise of progress, ensure satisfaction, and set appropriate expectations for resolving within established SLAs.
- Provides support for all corporate IT hardware and software systems and technologies.
- Uses a variety of information sources to troubleshoot and diagnose issues and problems and assists with system access and user account requests, ensuring adequate authorization has been provided.
- Communicates, documents and coordinates with end users on installing upgrades, service packs, enhancements and modifications to corporate systems and technologies.
- Maintains software and hardware inventories, conducts research, and provides recommendations for new technology solutions.
- Assists in setting up and operating IT technologies for Council and Committee meetings.
- Deploys new and replacement mobile devices and workstations, laptops, and peripherals.

**Qualifications**: Essential
- Diploma or degree in Technology, Computer Science, Information Technology, or related degree and/or experience with the Microsoft Certified Professional designation.
- Demonstrated experience providing support, troubleshooting, maintenance, and upgrade routines for Windows environments (e.g., Windows 10/11). In-depth knowledge of Adobe and Microsoft Office suites and tools. Working knowledge of a range of diagnostic utilities.
- One to two years of demonstrated level 1-2 technical support in a service desk role. Support emphasizes customer service, personal computer technology and software, including desktop computers, laptops, tablets, printers, and cell phones. Performs software installations, support, troubleshooting, maintenance, and upgrades for all corporate software.
- Excellent written and verbal communication skills and the ability to communicate technical concepts and requirements in non-technical terms.
- Knowledge of and demonstrated ability in corporate core competencies, including customer service, communication, teamwork, initiative/self-management, accountability, and flexibility/adaptability.
- Excellent interpersonal, presentation, analytical, problem-solving, organizational and time management skills.
- Ability to exercise discretion and judgment when managing confidential/sensitive information.
- Valid Class “G” Driver’s License in good standing and reliable vehicle.

Preferred
- Demonstrated knowledge and experience in operating and maintaining Active Directory, PCs, Servers, and virtual/cloud systems is an asset.

**Working Conditions**:

- Subject to overtime and/or flexible hours, including after-hours and weekends in order to meet deadlines and resolve problems