Lps IT Service Desk Support Technician

(EXTERNAL) 2025APR29

**LPS IT SERVICE DESK SUPPORT TECHNICIAN**

**(PERMANENT FULL-TIME)**

IT for the Lethbridge Police Service (LPS) might not be what you think We are working with some pretty cool technologies that you might not get to experience in a traditional IT job. It certainly doesn’t get boring and the team is great. We work with the police who are fantastic customers that really appreciate what we do. If you want to know more, just ask
- This permanent full-time position falls under the protection of a collective agreement associated to the Canadian Union of Public Employees (CUPE) Local 70 contract. CUPE Local 70 represents employees who are employed in number of civic departments within the City of Lethbridge._

**Wage**:$40.24 per hour |2025 Rate.**

**Hours**: Monday to Friday, 37.5 hours per week**

**(Flexible/Compressed Work Week is available)**
- The City of Lethbridge offers a competitive and flexible compensation package including a generous health care spending account and a defined benefit pension plan (LAPP)._

**As the Service Desk Support Technician, you will**:

- Escalate calls and requests to appropriate IT staff.
- Monitor progress of requests from inception to resolution.
- Facilitate and prepare technical training rooms and resources.
- Diagnose hardware and software problems, and replace defective components.
- Maintain and keep current the service request tracking system with the details of the steps taken to resolve issues and any additional pertinent information such as notes, comments and attachments.
- Advise and instruct/train users on a variety of technological issues.
- Consult with end-users and recommend IT solutions, including planning and implementation.
- Maintain a comprehensive understanding of the IT infrastructure and architecture.
- Perform troubleshooting as required and be the expert in service reliability and sustainability.
- Work with Systems Administrators to identify, troubleshoot and resolve hardware, software, external and internal interface-related, data-related, business process related and network-related problems encountered by end-users.
- In collaboration with the IT Manager, coordinate the purchase of desktops, servers, software, and peripherals.
- Work with vendors to resolve system issues; research and test possible solutions and implement solutions.
- Recommend changes to the IT Manager to improve service systems.
- Manage, lead and/or assist with specialized policing systems as directed by the IT Manager

A High School Diploma/Equivalent plus up to two years of post secondary education in Information Technology, Computer Science or an equivalent field and a minimum of three (3) years work experience with the following responsibilities and technologies:

- Possess a strong customer service focus with the ability to meet and deal effectively and professionally with a variety of end-users, IT staff, co-workers, and external contacts.
- Support a standard Microsoft desktop including Windows, Office, Outlook and Teams.
- Expert Microsoft Operating System and Office Suite skills.
- Extensive experience with a networked PC environment.
- Experience with wireless and mobile devices.
- Above average ability to effectively communicate in a technical and non-technical manner in both oral and written form.
- Proven ability to effectively manage multiple priorities and meet deadlines.
- Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
- Demonstrated ability to be detail oriented.
- Strong analysis, critical thinking and problem solving/decision making skills.
- Strong organizational and interpersonal skills.
- Ability to excel both independently and as a team member in a dynamic collaborative environment.
- Proven hands-on software and hardware troubleshooting experience.
- Experience with online meetings and meeting room technologies.
- Working knowledge of network security.
- Ability to work under pressure to meet tight deadlines.

STEPS OF HIRING PROCESS
- Resumes will be reviewed for relevant qualifications, education, experience, training and skills
- Selected applicants will be contacted to complete a Personal Disclosure Form and Security Clearance Declaration (applicable to applicants outside of LPS)
- Competitive applicants will be contacted for a Behavioral Descriptive Interview
- Completion of a satisfactory police fingerprinting check (applicable to applicants outside LPS)
- Successful completion of a Polygraph Examination Procedure (applicable to applicants outside LPS)
- Security Clearance Check will be conducted (applicable to applicants outside LPS)
- Reference verification of a minimum of three professional references (applicable to applicants outside LPS)
- All components of the selection process will be administered, scored, evaluated and interpreted in a fair and uniform manner.
- Duration of the hiring process may take approximately two to three months

**Submissions will be acce