service desk analyst Barrie
City of Barrie
Full Time
Barrie
50.089903846153845 - 41.82980769230769 CAD HOURLY Today
Job description
Posted: Monday, June 5, 2023
Job Number: PC-23-30
Job Type: Permanent Full-time, Union
Position Closing Date: Monday, June 26, 2023
Choose Barrie
The City of Barrie is a vibrant, progressive, and growing community with deep connections to our heritage, to nature and to the opportunities surrounding us.
Our community values quality of life; the ability to play year-round with 300 hectares of park space, our beautiful waterfront, our lively downtown core and the nearby hills, wetlands, and forests. We also value connections; to our neighbours and the community, to our road and rail network, and to the opportunity Barrie provides to enjoy life.
Everything Barrie has to offer, from the water we drink to the roads we travel on, has one thing in common - municipal workers. Joining a municipality is one of the most rewarding, engaging, and exciting careers you could choose. It is a career you can take pride in knowing that every day you make a positive impact on an entire community. We are one team, with one goal and we all work together to continue making our community great.
The Opportunity
The Information Technology Department provides information technology expertise and professional services to all City departments, affiliated agencies (Barrie Public Library, Barrie Police Services) and area municipalities receiving Barrie fire dispatch services. The Department is responsible for delivering, administering, managing and supporting (in partnership with the business units) all data and voice communications, including but not limited to network infrastructure, servers, storage infrastructure, printers, computing infrastructure, applications and software, databases, web services, geographic information systems, and project and portfolio management. The Department provides daily technology support to over 1100 users at more than 40 City locations across the City.
Reporting to the Supervisor of User Experience and Support, the Service Desk Lead Hand position is responsible for coordinating, prioritizing, and participating in the daily operational tasks of the IT Service Desk team, which includes deployment of hardware and software, technology troubleshooting and support, technology procurement, and IT asset management. This position receives, investigates and prioritizes the resolution of inquiries, complaints, and service requests related to the City's user technology and accounts and assign, delegates and follows-up on such work to and from Service Desk Specialists. When required, the Service Desk Lead Hand is the initial point of contact for escalations to other areas of the IT Department or to support vendors. The position also administers the systems and applications used for receiving, tracking, recording, and assigning of work tasks, including the development and maintenance of queues, workflows, reports, and other system functionality.
Our Culture and Qualifications of the Job
Corporate Culture
- Your workplace values align with our corporate values of Strive, Share and Care and you want to join us in providing exceptional services and programs to build a prosperous, growing and sustainable community
Education (degree/diploma/certifications)
- Three (3) year College Diploma in Computer Information Systems or related discipline
Experience
- Five (5) years of experience performing duties related to the above mentioned major responsibilities.
- Demonstrated experience in providing technical support.
Knowledge/Skill/Ability
- General knowledge of the following principles and standards: IT Service Management, IT Asset Management, ITIL
- Demonstrated Ability to:
- troubleshoot technical issues that may include PC's, Printers, Meeting/Presentation equipment and software, and/or mobile devices.
- commit to continuous learning and professional development.
- Advanced skills include: Customer Service; Technical; Troubleshooting; Verbal Communication; Written Communication
- Advanced computer literacy using the following systems and software: Microsoft Windows Operating Systems, Drivers and update tools, Microsoft Office 365 including PowerPoint and Visio, IT Service Management tools, Azure AD, Microsoft Endpoint Manager/Intune, web browsers and search engines.
- Availability, as assigned, to assist with after-hours questions, concerns, or emergencies; to attend evening/weekend meetings or special events; or to work outside of designated normal hours per week
Conditions of Employment
- Satisfactory Criminal Record Check*
- Please note that this is a requirement of the position for any new employees to the City of Barrie in accordance with the Police Record Check Procedure. Existing employees will be grandparented from this requirement.
Other Important Information
Location: City Hall, 70 Collier Street, Barrie, Ontario
- Please note the City has launched a Hybrid Work Program Procedure that may allow a hybrid work arrangement for employees who meet the eligibility requirements.
Hours: The normal hours of work are 35 hours per week in accordance with the Collective Agreement.
Wage: This position is within the CUPE Local 2380 Bargaining Unit with the following pay level and 2023 pay range:
- Pay Level: Level 9
- Yearly Salary: $76,130.60 to $91,163.80 per year
- Hourly Pay Rate: $41.83 to $50.09 per hour
Benefits: This position includes a comprehensive union benefit plan, including but not limited to extended health and dental coverage, life and accident insurance, paid vacation and sick days, short/long term disability plans, OMERS pension plan, discounted rate for City Fitness Memberships and much more.
Don’t meet the credentials as outlined but have years of directly related experience? Please see the City’s Education Equivalency Procedure to determine if you may qualify for equivalency. Further information is available at www.barrie.ca/JobOpps.
- Position Equivalency Code: D
Please note that verification of educational credentials will be required from the preferred candidate prior to an employment offer.
The City of Barrie is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness and welcomes applications from qualified individuals of diverse backgrounds. We are committed to providing barrier-free and accessible employment practices and we will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. If contacted for an employment opportunity, please advise if you require Code-protected accommodation and we will work with you to meet your needs.
Disclaimer: The job posting has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this position title. It may not contain a comprehensive inventory of all duties and responsibilities required of employees to do this position. For full position details, please request a copy of the Job Description by emailing [email protected].
We thank all applicants and advise that only those selected for an interview will be contacted.
About City of Barrie
Revenue: $100 to $500 million (USD)
Size: 501 to 1000 Employees
Type: Government
Website: www.barrie.ca
Year Founded: 1971
City of Barrie
www.barrie.ca
Barrie, Canada
$100 to $500 million (USD)
501 to 1000 Employees
Government
National Services & Agencies
1971
