Job ID #32275: End User Device Technician

City of Hamilton; Hamilton; On-site; CAD 45,000 - 65,000; Full time

Job summary

The City of Hamilton is seeking an End User Device Technician to provide first and second‑level support for desktop and mobile devices, including Windows PCs, tablets, and peripherals. You will deploy, configure, and maintain devices, assist with Intune and MECM, and help onboarding/offboarding while ensuring secure, reliable access to productivity tools.

Joining a collaborative IT team, you will troubleshoot hardware/software issues, manage asset inventories, and contribute to improving service

Qualifications

• Provide front-line technical support for desktop/laptop computers, mobile devices, and peripherals.
• Respond to incidents and service requests in ITSM system with timely resolution.
• Configure, deploy, maintain, and troubleshoot end-user devices including Windows OS and mobile devices.
• Assist with device provisioning using Intune and MECM; perform OS/software updates.
• Support onboarding/offboarding and asset inventory management.

Responsibilities

• Troubleshoot hardware and software issues, including OS problems and connectivity.
• Perform device imaging, OS installations, and system upgrades as required.
• Maintain inventory records for end-user devices and licenses.
• Document procedures and knowledge base articles to improve service delivery.
• Collaborate with Service Desk, IT teams, cybersecurity, and vendors to resolve issues.

Skills

Troubleshooting

Customer service

Communication

Team collaboration

Problem solving

Education

College Diploma in Computer Science/IT

Tools

Intune

Endpoint Configuration Manager

Active Directory

Entra ID (Azure AD)

DNS

Networking basics

Microsoft 365 apps

Job description

Contribute to the City of Hamilton, one of Canada's largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #32275: End User Device Technician (2 Vacancies)
• Union: CUPE Local 5167
• Job Description ID #: 7905
• Vacancy type: This posting will be used to fill current vacancies, as well as any further vacancies which arise during the period noted above

SUMMARY OF DUTIES

Reporting to the Supervisor, Service Desk, the End User Device Technician provides first and second-level support for the City's standard desktop and laptop computers, tablets, mobile devices, peripherals, and productivity applications. The position is responsible for the deployment, configuration, maintenance, and support of end-user technology, ensuring employees have reliable and secure access to the tools required to perform their work.

The End User Device Technician supports device lifecycle management activities, including equipment setup, deployment, troubleshooting, asset management, and onboarding/offboarding processes. Working closely with senior analysts and other IT teams, the incumbent helps maintain a secure, efficient, and customer-focused technology environment.

GENERAL DUTIES

• Provide front-line technical support to employees for desktop computers, laptops, mobile devices, printers, peripherals, operating systems, and standard business applications.
• Respond to incidents and service requests through the IT Service Management system, ensuring timely resolution and accurate documentation of work performed.
• Configure, deploy, maintain, and troubleshoot end-user devices, including Windows computers, tablets, smartphones, and associated peripherals.
• Assist with the provisioning and deployment of devices using Microsoft Intune, Microsoft Endpoint Configuration Manager, and other endpoint management tools.
• Perform software installations, updates, and basic application packaging following established standards and procedures.
• Support employee onboarding and offboarding activities, including device preparation, account setup coordination, equipment collection, and inventory updates.
• Troubleshoot hardware and software issues, including operating system problems, application failures, connectivity issues, printing issues, and device performance concerns.
• Perform device imaging, operating system installations, software reinstallation, hardware replacement, and system upgrades as required.
• Monitor device health and compliance using approved endpoint management and security tools and elevate issues when necessary.
• Assist in enforcing endpoint security policies by applying system updates, patches, encryption standards, antivirus solutions, and compliance configurations.
• Maintain accurate inventory records for end-user devices, software licenses, peripherals, and related equipment.
• Document technical procedures, troubleshooting steps, knowledge base articles, and support documentation to improve service delivery and knowledge sharing.
• Provide clear communication and customer-focused service to employees while resolving technical issues and responding to inquiries.
• Work collaboratively with Service Desk staff, infrastructure teams, cybersecurity staff, vendors, and other stakeholders to resolve technical issues.
• Research technical solutions using internal documentation, vendor resources, and knowledge bases.
• Participate in testing new hardware, software, peripherals, and technology solutions to ensure compatibility with the City's end-user environment.
• Assist senior team members with technology refresh initiatives, device deployments, upgrades, and other operational projects.
• Follow established IT policies, procedures, standards, and security requirements.
• Work in accordance with applicable Health and Safety legislation and all corporate and departmental policies and procedures related to Occupational Health and Safety.
• Perform other duties as assigned which are directly related to the major responsibilities of the job.

QUALIFICATIONS

1. College Diploma in Computer Science, Information Technology, Information Systems, or a related field or combination of equivalent education and experience may be considered.
2. Demonstrated experience providing technical support for end-user devices in a service desk or desktop support environment.
3. Experience supporting and troubleshooting desktop and laptop computers, mobile devices, operating systems, business applications, and peripheral devices.
4. Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
5. Experience with device deployment, imaging, and endpoint management tools such as Microsoft Intune and Microsoft Endpoint Configuration Manager is considered an asset.
6. Basic understanding of Active Directory, Entra ID (Azure AD), DNS, networking fundamentals, and account administration.
7. Experience installing, configuring, and maintaining business productivity software and standard desktop applications.
8. Strong troubleshooting, analytical, and problem-solving skills.
9. Ability to follow established procedures and work independently while escalating complex issues appropriately.
10. Experience delivering customer-focused support and maintaining positive working relationships with clients and stakeholders.
11. Knowledge of IT Service Management principles and ITIL practices is considered an asset.
12. Strong interpersonal, verbal, and written communication skills.
13. Ability to organize workload, prioritize tasks, and meet service level expectations.
14. Demonstrated commitment to maintaining confidentiality, security, and professional standards.
15. Must possess and maintain a valid Class G Driver’s Licence.

NOTE 1:

As a condition of employment, the successful applicant(s) will be required to achieve a satisfactory Criminal Record and Judicial Matters Check (CRJMC).

NOTE 2:

As a condition of employment, the successful applicant(s) will be required to undergo a Social Media Background Check which will be conducted by Human Resources. This report must meet the employer's satisfaction to proceed with employment.

THIS POSITION REQUIRES A VALID CLASS "G" DRIVER'S LICENCE AND PROOF THEREOF IS REQUIRED AFTER HIRE.

This is a newly created position. The incumbent(s) or the department have the option to have the salary grade assigned to this position re-evaluated within nine months of the initial filling of this position. The Director of the division must review and submit the submission to Human Resources within 45 days of receiving it. All required forms of the job evaluation submission must be fully completed in order for the review to occur.

HOURS:

35 per week

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy.Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes.Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.