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Technical Support Analyst

City of Burlington
City of Burlington
Application Deadline: 2021-01-27
Posting Expiry Date: 2021-01-27
Date Posted: 2021-01-13
Location: Burlington, Ontario
Compensation: $70,632 - $88,290
Contract up to October 2022

Contract/Job Rotation

Using a customer centred approach; the Technical Support Analyst position is responsible for implementing end user IT equipment. Reporting to the Service Desk Coordinator, this position also provides day-to-day technical support (IT Help Desk) and end-user training.
The Technical Support Analyst’s major responsibilities include:

  • Implementing and supporting end-user technology that includes personal computers, desktop software, mobile devices, telephone sets, printers and other peripherals.
  • Training and educating City staff on standard IT policies, procedures and guidelines as well as on effective use of end-user technology.
  • Providing Help Desk services including both common network troubleshooting and administration and basic enterprise application support.
  • Providing knowledge transfer and training to new Technical Support Analysts (TSA) and students.
  • Documenting technical configurations and changes. Recording Help Desk incident and request details into the City’s ticketing system for reporting and analysis purposes and to maintain a knowledgebase of service history and common solutions.
  • Procuring desktop hardware and software in accordance with corporate and departmental procurement by-laws, policies and procedures.
  • Maintaining an accurate inventory of end-user equipment and software licenses.
  • Ensuring all software loaded on City computers is legal and approved.
The successful applicant will hold a college diploma with specialization in Information and Communications Technology and have three years of job experience providing help desk support and implementing and troubleshooting end-user IT equipment. Hardware experience implementing and repairing desktop computers and peripherals is required. Experience using, installing and troubleshooting Microsoft Office 365, Office 2016 applications, Windows 7 and Windows 10 is required. Experience with Apple IoS and Apple mobile devices is required and Android O/S and device experience would be an asset. Additionally, certification in Information Technology Infrastructure Library (ITIL) would be an asset. This position will involve occasional overtime and on-call work. A valid G Class Driver’s License and access to a vehicle is required in order to troubleshoot issues at the different City facilities. The Technical Support Analyst needs to have strong time management, attention to detail and prioritization skills to accurately respond to urgent requests in an appropriate manner. Good communication and customer services skills are a must. The successful candidate must demonstrate the ability to work both independently and in a team.
$70,632 – $88,290 (Grade 9)
January 27, 2021
To apply, please visit www.burlington.ca/careers and click on “View Jobs”. Please note that applications are only accepted online. If you require assistance, please contact Human Resources at 905-335-7602.
City of Burlington
Application Deadline: 2021-01-27
Posting Expiry Date: 2021-01-27
Date Posted: 2021-01-13
Location: Burlington, Ontario
Compensation: $70,632 - $88,290