Overview
Help Desk Technician Jobs in Grimsby at Town of Grimsby
Help Desk Technician
The Opportunity
The is committed to building a future that welcomes innovative new ideas while
protecting and preserving its distinct heritage. It is a place where leaders are committed to
sustainability and honouring Grimsby’s treasured natural setting. Grimsby has become a sought-
after community where residents enjoy waterfront living, historic neighbourhoods, active living,
and world class natural amenities. It is conveniently located in the Greater Toronto and Hamilton
Area (GTHA) in a region that is home to Niagara wineries, agriculture, cuisine, and internationally
recognized attractions.
The Portfolio
Reporting to the Supervisor of Information Technology and Service Innovation the Help Desk
Technician works in a team environment and is responsible for supporting, maintaining and
overall day-to-day operation of end user hardware and software belonging to the
and the Grimsby Public Library. This will be accomplished by troubleshooting many different
technology issues, performing diagnoses, communicating technical solutions in user-friendly
language, and conducting training and documentation where necessary. The Help Desk
Technician is responsible for recording problems and solutions within the help desk call-tracking
system as well as performing other tasks as required, to ensure smooth and accurate processing
of client and asset information.
The Candidate
As a candidate for this position, you have achieved a post-secondary diploma in Computer
Systems Technician or Information Technology. You have one (1) year of related experience in
supporting desktop, print and end user hardware and software within a corporate Microsoft
environment. You possess technical knowledge of Windows 11, Office 365, and mobile devices
(iOS/Android), as well as excellent customer service experience and problem-solving skills.
Working for the
This is a temporary, full-time position working 35 hours per week for up to 24 months. The
offers candidates for this position a competitive employment package that
includes an hourly wage between $33.18 and $40.37 (2024 Rates) and a comprehensive benefits
plan.
The Town supports the health and wellness of our employees; a commitment that is demonstrated
through free access to Town recreation facilities for employees and flexible working
arrangements.
Help Desk Technician Posted: April 24, 2024
How to Apply
If you are excited by this opportunity, we are excited to hear from you!
We invite you to submit your application to [email protected] by May 8, 2024 at 4:30 PM. Please
quote the posting number in the subject line. A full job description can be found below.
Posting #: 22-2024
We thank all applicants for their interest, however only those selected for an interview will be contacted.
The is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection processes,
and work environment. We will accommodate the needs of applicants under the Human Rights Code and Accessibility for Ontarians
with Disabilities Act (AODA) throughout all stages of the recruitment process. Please contact the Office of Human Resources,
[email protected] if you need assistance.
Personal information collected will be used in accordance with the Municipal Freedom of Information and Protection of Privacy Act for
the purpose of candidate selection.
Help Desk Technician Posted: April 24, 2024
Help Desk Technician
IT/SI Department
Duties and Responsibilities:
1. Technical Support and Customer Service (70%)
1.1 Answering, prioritizing, and responding to incoming telephone, tickets, and e-mail
requests for assistance from users experiencing problems with hardware, software,
networking, and other computer-related technologies as well as all
telecommunications issues.
1.2 Ensures that all tickets requiring follow up work and/or calls receive appropriate
attention.
1.3 Works collaboratively in resolving issues and determining root cause.
1.4 Assembles, images, and configures client workstations, tablets, laptops and other
devices according to industry standards and best practices.
1.5 Performs onsite and remote technical support troubleshooting of hardware, software
and networking issues for various clients in a professional and courteous manner via
telephone, e-mail, and other vehicles of communication.
1.6 Implements technical support fixes and configuration at the desktop level, including
installing and upgrading software via SCCM, installing hardware, and setup of onsite
and cloud applications.
1.7 Monitors corporate central ticketing system and prioritizes and completes requests to
ensure timely resolution of technical support issues within SLA.
1.8 Applies upgrades necessary to keep the technology systems at a vendor and industry
recommended level.
1.9 Analyzes and evaluates inquiry and problem data and make recommendations to
policies or procedures to reduce help desk call rates.
1.10 Installs and provides support for PCs, printers and mobile devices, IP phones and
other end user hardware.
1.11 Installs and provides support for end user applications including Microsoft Office suite,
email, on premise and cloud solutions.
2. Solution Implementation (25%)
2.1 Provides recommendations and assists in testing, evaluating and implementing new
standards and guidelines for technology used by the Town.
2.2 Acts as a key player for various IT projects and initiatives including migrations and
new deployments.
2.3 Researches and recommends solutions.
Help Desk Technician Posted: April 24, 2024
3. Other (5%)
3.1 Produces technical support documentation related to changes in technology
environments.
3.2 Creates and follow checklists to ensure a consistent result for routine and common
tasks.
3.3 Maintains and organizes inventory of all hardware and software assets.
3.4 Provides support to other team members during peak periods and absences.
3.5 Works in a safe manner in accordance with the Occupational Health and Safety Act,
associated regulations, other applicable legislation, Town by-laws, policies,
procedures, and guidelines.
3.6 Other related duties, as assigned.
The successful candidate will possess the following:
Education
Post-secondary diploma in Computer Systems Technician, Information Technology, or a
related field.
License, Registration and Training
Valid and unrestricted Class “G” driver’s license with access to reliable transportation and
be able to travel to various work locations across the Town.
Experience
One (1) year of recent related experience in supporting desktop, print and end user
hardware and software within a corporate Microsoft environment.
Experience with providing technical support within a Windows Active Directory (AD)
environment including interacting with AD tools and consoles.
Experience with installing, configuring, administering and troubleshooting a wide range of
desktop hardware and software (Windows 11, Microsoft Office suite including Outlook).
Experience with troubleshooting printers, scanner and various other peripherals.
Experience with troubleshooting and supporting mobile devices Android, iPad, and
various tablet hardware and software.
Experience with VOIP technologies.
Experience with SCCM and remote-control software.
Knowledge/Skills/Abilities
Technical knowledge of Windows 11, Office 365 or newer and mobile device
(iOS/Android).
Excellent customer service and problem-solving skills, including the ability to document
and communicate problem resolutions.
Strong analytical, multi-tasking, and decision-making skills.
Ability to develop and document technical and operational procedures.
Ability to troubleshoot LAN/WAN and wireless protocols such as TCP/IP, DNS and DHCP.
Able to work under pressure, handle multiple demands, and meet stringent deadlines.
Excellent verbal and written communication skills with the ability to communicate with all
levels of staff, stakeholders, and external vendors.
Ability to work well independently and as a part of a team-oriented, collaborative
environment.
Help Desk Technician Posted: April 24, 2024
Willingness to learn new technology while working outside traditional help desk role.
High degree of professionalism, courteousness, and friendliness.
Proficiency with Microsoft Office software including Word, Excel, PowerPoint, and
Outlook.
A combination of education, training, and experience may be considered.
Title: Help Desk Technician
Company: Town of Grimsby
Location: Grimsby
