Help Desk Analyst, Information Technology Temporary (12-months)

County of Essex; Southwestern Ontario; On-site; CAD 96,432,000 - 110,208,000; Full time

Benefits offered by this job

Benefits package

OMERS pension

Job summary

The County of Essex is seeking a Helpdesk Analyst for a 12-month temporary assignment in Essex, Ontario. You will be the first line of IT support, resolving user issues and guiding colleagues through solutions.

Responsibilities include frontline and second-line troubleshooting, setting up equipment, user management, training staff, monitoring systems, and contributing to service improvements.

Qualifications

• College Diploma in Networking, Application Development, or Cybersecurity or related technical field.
• CompTIA A+ Certification required.
• At least 2 years of end-user IT support experience.
• Strong OS, hardware, software, and networking fundamentals; knowledge of IT service management frameworks (ITSM/ITIL/COBIT).

Responsibilities

• Provide first- and second-line helpdesk support via phone, email, and ticketing systems.
• Troubleshoot hardware, software, AV tools, and collaboration platforms.
• Set up and maintain IT equipment and user accounts; onsite project support.
• Deliver training to staff on hardware and software; enforce IT policies.
• Monitor ticketing systems and network services; provide updates on IT services.
• Document recurring issues and share knowledge with the team.

Skills

End-user support

Troubleshooting

Communication

Networking basics

ITSM/ITIL

Education

College Diploma in Networking, App Development, or Cybersecurity

CompTIA A+ Certification

Tools

Job description

Helpdesk Analyst, Temporary (12-months)

Department: Information Technology
Position Type: Temporary, Full-time (35 hrs./week)
Location: Essex, Ontario
Posting #: COE-25-26
Opening Date: September 1, 2026
Internal Closing Date: September 8, 2026
External Closing Date: September 21, 2026

Role Snapshot (Our Elevator Pitch!)

Do you enjoy solving technical puzzles, empowering users with tech solutions, and being the friendly face of IT? Join the County of Essex as a Helpdesk Analyst and become the first line of defence in troubleshooting, resolving, and supporting our dynamic IT ecosystem. This role is your opportunity to work collaboratively with a passionate IT team while delivering exceptional service that keeps our organization moving forward.

Why Work With Us?

The County, as we like to call ourselves, is an upper-tier municipal government organization, providing programs and services to approximately 193,000 residents within the Essex County region and some shared services to approximately 422,000 within the Windsor-Essex region.

We operate in Canada’s warmest and southernmost County, surrounded on three sides by water and blessed with unrivalled opportunities for boating, fishing, cycling, golfing and other recreational pursuits. One of Ontario’s best-kept secrets, the County offers an affordable mix of urban and rural living with easy access to world-class amenities and schools. We are located next to the urban center of Windsor and just minutes from downtown Detroit. With comprehensive benefits, professional development opportunities, and a culture built on respect and inclusivity, we are proud to support our people in achieving their goals.

What You’ll Do

In this role, you will be responsible for:

Technical Support

• Address and categorize user-reported issues via phone, email, and ticketing systems
• Troubleshoot hardware, software, audio-visual tools, and collaboration platforms
• Provide first- and second-level support, escalating issues appropriately when needed

Hardware, Software, & Infrastructure Support

• Set up and maintain IT equipment, user management tools, desktops, laptops, and more
• Install and update operating systems and software applications
• Assist with onsite IT project support

User Assistance and Training

• Enforce IT policies and ensure proper use of IT resources
• Deliver training sessions for employees on commonly used hardware and software

System Monitoring and Reporting

• Monitor ticketing systems, equipment, and network services to ensure optimal performance
• Provide regular feedback and updates on IT services

Continuous Improvement

• Stay up to date with emerging technologies and industry best practices
• Document solutions to recurring issues and share knowledge with the team

Other Duties as Assigned

• Support organizational events and fulfill additional responsibilities as needed

What You Bring

Education and Commitment to Growth

• College Diploma in Networking, Application Development, or Cybersecurity (or a related technical field)
• CompTIA A+ Certification

Experience and Expertise

• At least 2 years of experience providing end-user support and troubleshooting IT issues

Skills and Abilities

• Strong technical expertise in operating systems, hardware, software, and networking
• Familiarity with IT service management frameworks (e.g., ITSM, ITIL, COBIT).
• Exceptional troubleshooting and problem-solving skills
• Outstanding communication skills, with the ability to explain technical concepts clearly to non-technical users
• A customer-focused mindset with a commitment to providing excellent service
• The ability to prioritize and resolve issues effectively under pressure

Other Requirements

• A valid Class "G" Ontario driver's license and access to a personal vehicle for work-related purposes
• Ability to provide a Ministry of Transportation Driver Abstract and Police Information Check

What We Are Offering

As a CUPE 2974.1 position, this role is on Band 10 with a starting hourly rate of $34.55 (effective April 1, 2026) is just the beginning. The benefit package is second to none and the defined benefit plan of the Ontario Municipal Employees Retirement System (O.M.E.R.S) is a pension system sought by many.

The County of Essex embraces diversity and inclusion in our workforce and workplace. We are committed to building inclusive teams and an equitable environment for people to be themselves. We encourage applications from all qualified candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process.

Please let us know of any accommodations through [e-mail]. Information received relating to accommodation will be addressed confidentially. This information can be made available in alternate formats upon request.

Personal information is collected in accordance with the Municipal Freedom of Information and Protection of Privacy Act and will be used for employment opportunities only.