IT Service Desk Analyst

Skillhub Solutions Inc.; Richmond Hill; On-site; CAD 51,000 - 59,000; Full time

Job summary

City of Richmond Hill is seeking an IT Service Desk Analyst to provide first-line technical support to City and Library staff on-site at the IT Division and Richmond Hill Public Library Central Branch. This is an on-site, one-year contract role.

The analyst handles service desk requests and incidents, resolves Level 1 technical issues, supports end users and technology deployments, and maintains end-user asset records.

Qualifications

• At least one year of experience in a help desk or technical support role.
• Working knowledge of ITIL, desktop management technologies, operating system deployment, and mobile devices.
• Related computer science or business administration education and listed certifications are considered assets.

Responsibilities

• Receive, log, triage, prioritize, and follow up on service requests and incidents; resolve Level 1 issues and escalated others as needed.
• Install and configure computers, printers, peripherals, mobile devices, operating system images, and applications.
• Provide desk-side assistance and support audio-visual and hybrid boardroom equipment.
• Prepare and deploy hardware for projects, and coordinate warranty replacements with vendors.
• Track technology orders and invoices, and maintain asset information and status in the Configuration Management Database.
• Update user guides, process documents, and procedural documentation.

Skills

Help desk experience

ITIL knowledge

Desktop management

OS deployment

Mobile devices

Education

Technology diploma

Job description

Richmond Hill, ON Full-time, Contract CA$36.7 - CA$43.17 / hour

Contract

Position Summary

The IT Service Desk Analyst provides first-line technical support to City and Library staff at the City of Richmond Hill IT Division and Richmond Hill Public Library Central Branch. This is an on-site, one-year contract role.

The analyst handles service desk requests and incidents, resolves Level 1 technical issues, supports end users and technology deployments, and maintains end-user asset records.

Key Responsibilities

• Receive, log, triage, prioritize, and follow up on service requests and incidents; resolve Level 1 issues and escalated others as needed.
• Install and configure computers, printers, peripherals, mobile devices, operating system images, and applications.
• Provide desk-side assistance and support audio-visual and hybrid boardroom equipment.
• Prepare and deploy hardware for projects, and coordinate warranty replacements with vendors.
• Track technology orders and invoices, and maintain asset information and status in the Configuration Management Database.
• Update user guides, process documents, and procedural documentation.

Qualifications

• Computer technologies or technology school diploma.
• At least one year of experience in a help desk or technical support role.
• Working knowledge of ITIL, desktop management technologies, operating system deployment, and mobile devices.
• Related computer science or business administration education and listed certifications are considered assets.

Compensation and Schedule

$36.70–$43.17 per hour. Temporary full-time contract for one year. Shifts are 8 hours, five days per week, Monday through Saturday, between 8 a.m. and 8 p.m.

Location

On site at 225 East Beaver Creek Road and Richmond Hill Public Library Central Branch, 1 Atkinson Street, Richmond Hill, Ontario.