Technical Support Technician 2

The City of Waterloo; Southwestern Ontario; On-site; CAD 74,000 - 93,000; Full time

Benefits offered by this job

Living Wage benefits

Extended health & dental

Paid sick days

OMERS Pension

Job summary

The City of Waterloo is seeking a Technical Support Technician 2 to deliver frontline IT support for ITS technology products at the Waterloo Service Centre. You will act as a point of contact for technical assistance, handling first and second line support using remote tools and documenting issues in the service desk system.

Ideal candidates have a post-secondary tech diploma, 4+ years in technical support, and familiarity with Microsoft OS, TopDesk, SCCM/InTune, and VMware Horizon.

Qualifications

• A post-secondary education (at least a 2-year diploma) in a technology related field
• Minimum 4 years’ experience in a technical support role or equivalent
• CompTIA certification
• Proficiency with Microsoft operating systems and related software

Responsibilities

• Provide first and second tier technical assistance using remote access tools
• Identify and resolve hardware, software, and network issues with diagnostic utilities
• Log calls and resolutions in TopDesk and maintain performance metrics
• Install software and hardware, configure systems, and perform backups
• Maintain workstation, printer, and peripheral health through preventative maintenance
• Organize and manage hardware/software inventory and assist with relocations

Skills

Interpersonal skills

Customer service

Analytical thinking

Team collaboration

Documentation

Education

Tech field diploma

Tools

TopDesk Service Desk

SCCM

InTune

VMware Horizon

Windows 10/11

Job description

Technical Support Technician 2

• Competition Number: 26550


• Primary Work Location: Waterloo Service Centre*


• Posting Status: Internal & External Job Posting


• Salary Range: $74,046.00 - $92,555.00 (Band H)


• Number of Positions: 1 (Current Vacancy)


• Employment Group: Staff Association


• Job Status: Regular Full Time


• Posting Release Date: August 20, 2026


• Hours of Work: 35 hours per week


• Posting Closing Date: August 31, 2026

Why work with us

The City of Waterloo is a rewarding place to work. Each day, you will support and/or participate in the delivery of services that impact residents of this city, making it a great place to live, work and play for everyone.

Home to two world-class universities, a top-ranked college, a tech ecosystem, entrepreneurs and small businesses, there is a readiness to do things differently in Waterloo. Our vision is to be a leader in sustainability and to build a future-ready community for all. We are committed to workplace wellbeing and providing an inclusive, safe and enjoyable work environment.

For more information about the City of Waterloo’s Strategic Plan, Vision, Values and Guiding Principles, please click here: City of Waterloo 2023-2026 Strategic Plan.

What we offer

• Supportive and caring organization that promotes respect, inclusivity, sustainability, health, safety and wellness.


• Dedication to the organization’s commitment for Reconciliation, Equity, Accessibility, Diversity and Inclusion through ongoing training and access to related programs and workshops, opportunities to connect with others around topics of social justice and equity, and opportunities to be involved with the initiatives that guide this corporate journey.


• A commitment to environmental sustainability as demonstrated in many plans and policies. For example, we are working towards reducing our corporate greenhouse gas emissions to net-zero by 2050, with real progress underway.


• Certification as a Living Wage Champion with fulsome employer-paid benefits package (extended health and dental care), including paid sick days, long-term disability, life insurance, Employee and Family Assistance Program and Maternity/Parental Leave Top-Up.


• Defined Benefit Pension Plan (OMERS) eligibility for all employees.


• Up to 10 paid Reservist Leave days per year, with single contribution OMERS buyback option for any unpaid time.


• Flexible work schedules, paid vacation and personal days, and the opportunity to bank overtime.


• Easy and sustainable commuting options through the TravelWise program, which offers public transit discounts and a dedicated carpool network for employees.


• Substantial internal and external training and development opportunities along with opportunities to get involved and give back to the community.


• Enjoyable employee-wide events, activities, site visits, BBQs to connect with co-workers.


• Complimentary FitPass for access to leisure, swim, and fitness drop-in programs for employees and family members.

…And so much more!

What you will do

Reporting to the Manager of Consulting & Technical Support, the Technical Support Technician 2 is responsible for providing assistance to users of ITS technology products at the City of Waterloo.

• Point of contact for technical support; provide first & second tier technical assistance using various tools, including remote access.


• Identify and resolve problems as they arise relating to hardware, software or identifying network issues; apply diagnostic utilities to aid in troubleshooting.


• Receive and log calls and resolutions in TopDesk Service Desk and maintain statistics on work performed.


• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in troubleshooting and identify new opportunities for efficiencies.


• Perform hands on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.


• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.


• Evaluate documented resolutions and analyze trends for ways to prevent future problems.


• Triage or prioritize to assess situations and determine and engage those who can best address the needs.


• Receiving, inventorying, and distributing of new equipment and the disposal of old equipment.


• Assist in supporting the fleet of printers and copiers.


• Assist with Mail and Print Room operations.


• Building Software images on hardware and in a virtual environment.


• Organize, track, and maintain hardware and software inventory.


• Assist in office relocations and movement of equipment.


• Perform post-resolution follow-ups to service requests and test fixes to ensure problem has been adequately resolved.


• Adhere to and enforce corporate standards for laptops and desktops, including security protocols.


• Assist with the computer refresh cycle.


• Maintain confidentiality and security of company documents and customers.

What you will bring

• A post-secondary education (at least a 2-year diploma) in a technology related field with a minimum 4 years’ experience in a technical support role, or an equivalent combination of education and experience.


• CompTIA certification.


• Proficiency in and comprehensive knowledge of various Microsoft operating systems (e.g. Windows 10 & 11).


• Proficiency in software products including, but not limited to, Microsoft Office 2016, Microsoft Office 365, Adobe Products, TopDesk Service Desk and various internet applications.


• Some experience with Point of Sales systems.


• PC Endpoint Management using SCCM and/or InTune.


• Experience with administering a Virtual Desktop Environment (VMWare with Ommissa Horizon Administration skills).


• Project Management experience with an ability to understand, design and improve existing workflows.


• Excellent interpersonal skills and customer service orientation with a focus on rapport building, listening, and understanding user needs.


• Ability to write clear end user documentation.


• Enthusiasm for new learning opportunities.


• Ability to work effectively in a team-based environment.


• Proven analytical and problem-solving abilities.


• Valid MTO ‘G’ class driver’s licence in good standing with access to reliable transportation for business use purposes is required to perform the job.


• A passion for promoting and maintaining a healthy and safe workplace and the ability to work respectfully and effectively in a team environment.


• Strong commitment to delivering quality customer service.


• Demonstrated commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion.

What we will require

• A Criminal Record and Judicial Matters Check satisfactory to the City.


• Ability and willingness to travel between worksites and meeting locations, as necessary, utilizing reliable, safe and efficient methods of transportation is required to perform the job.


• Proof of your current and valid certificate(s), licenses and/or educational qualification, if applicable.

*Please note: Hybrid work eligibility will be in accordance with the City's Remote Working Procedure and Application Process.

Be You @ Waterloo (Our Commitment to Diversity, Equity, Inclusion and Belonging)

The City of Waterloo acknowledges that our work takes place on the land traditionally cared for by the Haudenosaunee, Anishnaabe and Chonnonton Peoples, and is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. The City is dedicated to advancing the organization’s commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion and to reducing barriers to employment opportunities. Applications from members of historically underrepresented groups, including Black, Indigenous, racialized communities, women, persons with disabilities and members of 2SLGBTQIA+ are encouraged for positions at all levels within the organization. Candidates from historically underrepresented groups are encouraged to self-identify in their application.

Accommodations are available throughout all stages of the recruitment process in accordance with the Human Rights Code and other applicable legislation. We encourage applicants to access support(s) that may be needed. Applicants advancing to the next stages of a recruitment process will be provided with additional opportunities to make their needs known.

Our use of AI during recruitment

Our applicant tracking system includes artificial intelligence (AI) features, such as tools that highlight relevant work history or suggest potential job matches. These features are built into the system and may be visible to staff. AI does not make any screening or hiring decisions, and all decisions about interviews and hiring are made by City staff in accordance withapplicableCity policies andprocedures.

Staff Association

Qualified and eligible City of Waterloo Staff Association applicants will be considered first for this posting.