Service Desk Specialist

City of Saint John; Saint John; On-site; CAD 59,000 - 66,000; Full time

Job summary

A municipal government organization in Saint John is seeking a Service Desk Specialist responsible for technical incident resolution and service request management. This role involves providing stellar customer service, troubleshooting technical issues, and managing IT assets. The ideal candidate has post-secondary education in Information Technology and a minimum of three years of experience in IT support roles. This full-time position offers a supportive work environment with a commitment to professional growth.

Qualifications

• Must have a diploma or degree in IT or related field.
• Minimum three years of experience in IT technical support.
• Valid Class 5 Driver’s License required.

Responsibilities

• Serve as initial technical point of contact for service desk inquiries.
• Enable timely deployment of IT assets for new employees.
• Utilize IT knowledge to troubleshoot hardware and software issues.
• Assist with user access and maintain relevant documentation.
• Review help desk data to identify areas for improvement.
• Work with users to troubleshoot and coordinate training.
• Document the deployment and updates for IT assets.

Skills

Proficient in Windows and Microsoft 365

Technical training on deploying and supporting devices

Competent in troubleshooting network issues

Strong teamwork abilities

Outstanding communication abilities

Demonstrated analytical skills

Adaptability to learn new technologies

Organized and detail-oriented

Education

Post-secondary education in IT or Computer Science

ITIL Foundations certification

Job description

Competition Number

25-106

Salary

$59,613.00 - $65,588.00/Year

Job Type

Permanent Full Time

Closing Date

October 30, 2025

Position Overview

The Service Desk Specialist role is responsible for technical incident resolution and service request management, documentation and communication of service area knowledge, self‑service offerings for customers who want to resolve incidents quickly and independently, and reports on service desk team metrics to improve effectiveness, efficiency, and communication to our internal customers. This role is essential in managing incoming service requests through calls, emails, and emerging technology solutions, ensuring timely and effective resolution of issues.

Key Responsibilities

• Customer Service: Serve as the initial technical point of contact for all service‑desk inquiries via phone, email, and other emerging communication tools, demonstrating patience, understanding, and a positive attitude.
• End‑User Device Processes: Enable a smooth transition for new employees into our digital environment by ensuring the timely deployment of IT assets and access as required.
• Technical Troubleshooting: Utilize IT knowledge to troubleshoot and resolve common hardware and software issues, ensuring minimal downtime and maintaining productivity across the organization.
• Security Operations: Assist with setting up user access, investigating and resolving user access control, maintaining relevant records and documentation, releasing quarantined email, and responding to cyber incidents based on standard operating procedures.
• Knowledge Management and Continuous Improvement: Review help‑desk data to identify areas for improvement and develop solutions with the IT Team to streamline processes and enhance service delivery.
• Learning Delivery: Work with users to troubleshoot and learn how to use key enterprise software systems and coordinate online training for users on these systems. Training focuses primarily on MS365 and other applications supported by the service desk.
• IT Asset Management: Coordinate and document the deployment, evergreening, and updates for desktops, laptops, iPads, landlines, mobile phones, and printers, contributing to the achievement of equipment refresh targets.

Essential Qualifications

• Proficient in working with the most recent version of Windows and Microsoft 365 (Teams, SharePoint, Excel, Word, PowerPoint, OneDrive) both desktop and browser versions, MS MFA, Azure, Exchange Online, and Active Directory.
• Technical training on deploying and supporting notebooks, desktop PCs, mobile devices, and computers.
• Scanning tools to check for viruses, malware, or suspicious activity.
• Competent in troubleshooting network, hardware, and application issues.
• Exhibit strong teamwork abilities, working collaboratively within the IT Team and across all City services to achieve common goals and deliver superior service.
• Possess outstanding verbal and written communication abilities, capable of asking good questions and conveying technical guidance to users with varying levels of technical understanding.
• Demonstrate strong analytical skills with the capacity to identify, troubleshoot, research, and resolve technical problems efficiently as well as identify and provide recommendations for service improvement.
• Show adaptability and learning agility with a willingness and ability to learn new technologies and systems quickly, adapting to the evolving needs of the organization.
• Demonstrated skills and ability to coordinate support responses with several stakeholders, remain organized, and detail oriented.
• Maintain a high degree of professionalism and ethical conduct, ensuring confidentiality and security of IT systems and user data.

Pre‑requisites

• Must be Security Cleared.
• Must take Oath of Confidentiality.
• Must have a valid Class 5 Driver’s License.
• Participates, on a rotation basis, in providing after‑hours support to users throughout the organization.

Education

• Post‑secondary education (diploma or degree) in Information Technology, Computer Science, or completion of post‑secondary education combined with COMPTIA A+ or equivalent certification.
• ITIL Foundations certification would be an asset.

Experience

• Minimum of three (3) years prior experience in an IT technical support and/or service‑desk role, demonstrating a track record of resolving technical issues.
• Minimum of (3) years prior experience providing high‑quality customer communications, service, and support.

The successful applicant may be eligible to participate in a Flexible Time Options Program which includes the option of working a 4 or 5‑day work week, subject to business requirements.

Equal Opportunity Employer

We are an Equal Opportunity Employer. We are committed to building a workforce that reflects the diversity of the communities in which we live and which we serve. We encourage and support applications from Indigenous persons, persons with disabilities, and members of visible minority groups. Candidates who belong to such groups, who are qualified, will be given preference at the time of selection.

Applications will be accepted through our online system only. Qualified applicants should submit their cover letters and resumes to: City of Saint John, Attn: Hiring Committee, www.saintjohn.ca (careers).

Seniority level: Mid‑Senior level. Employment type: Full‑time. Job function: Information Technology. Industries: Government Administration.