Help Desk Technician

The Corporation of the Municipality of Clarington

Finance and Technology Department requires a

Help Desk Technician

We are an equal opportunity employer

The Municipality of Clarington is a progressive employer committed to equity, inclusion and diversity within its community and organization. We are committed to building an inclusive and barrier-free environment for our team.

We are pleased to accommodate individual needs in accordance with the Accessibility for Ontarians with Disabilities Act, 2005, within our recruitment process. If you require accommodation at any time throughout the recruitment process or in performing your position should you be selected please contact the Human Resources Division at careers@clarington.net.

Who we are

Clarington is one of eight municipalities in Durham Region. With a population of 107,000 people and growing, Clarington is just one hour from the Greater Toronto area and offers residents a blend of city living and rural charm. The corporation is made up of five departments that report through to the Chief Administrative Officer.

The Municipality of Clarington is an equal opportunity employer and a great place to build a career. We value teamwork, diversity and offer an environment where staff can grow and pursue advancement opportunities while making a difference to the community.

What the role entails

The Information Technology Division requires a Help Desk Technician. Reporting to the Client/Application Services Supervisor, the Help Desk Technician acts as the initial point of contact and communication for all technical incidents, service requests or questions. The successful candidate must be available to be on-call on a rotational basis for after hours support, which includes occasional evenings and weekends.

Responsibilities

The responsibilities and duties of this position include but are not limited to:

· Monitoring all avenues of communication with IT, act as the initial point of contact for all incidents and service requests.

· Logging all relevant incident/service requests details.

· Performing initial troubleshooting and support for all incidents reported to re-establish normal business function as quickly as possible.

· Escalating incidents/service requests that cannot be resolved by the Help Desk according to established guidelines.

· Performing 1st level problem management support where able.

· Communicating with users; keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.

· Creating and maintaining accurate and complete documentation related to Help Desk procedures and policies as well as all technical user-oriented documentation.

· Providing basic training/assistance with hardware, software, and telephones.

· Updating and maintaining IT equipment and software inventory on a regular, consistent basis.

· Maintaining and tracking warranty information on hardware; manage vendor support calls.

· Complying with all health and safety practices as it relates to the work, standard operating guidelines, and the Occupational Health & Safety Act

· Performing other duties as assigned.

Qualifications

The successful candidate will possess:

· A post secondary education in computer science from an accredited institution and/or a combination of education and work-related experience.

· Up to one year demonstrated Information Technology experience, preferably in the municipal sector.

· Extensive experience working with Windows OS 10/11, Active Directory, Exchange clients, and other Microsoft Office 365 applications.

· Excellent communication, both verbal and written, and interpersonal skills.

· Training in and strong understanding of customer service practices.

· Experience with Great Plains, VTAX, AMANDA would be an asset.

· Strong organizational skills and time management skills.

· Able to adapt to changing priorities, meet deadlines and deal with interruptions.

· Strong troubleshooting and problem-solving skills.

· Ability to multi-task and work effectively in a fast-paced environment.

· Able to work independently or with a team.

· Possess and maintain a valid Ontario Driver's License Class "G" with a clean Driver’s Abstract and access to reliable transportation.

· Must be legally able to work in Canada.

What we offer you

· Salary: $52,083 to $64,933 - Code 6 of the 2024 Inside CUPE Collective Agreement.

· A comprehensive benefits and pension program to ensure that your total compensation package addresses both your work and life needs.

· Hours of work: 35 Hours per week, Monday to Friday as well as being on-call on a rotational basis for after hours support, which includes occasional evenings and weekends.

Additional information and requirements

Pre-employment testing for this position may include written and oral testing, to assist in determining the successful applicant. A passing score will be considered to be 60% on each test with the highest score considered in the award.

Prior to starting the position, the successful candidate must confirm access to reliable transportation and provide, at their own expense, the following:

· A current Driver’s Abstract and proof of a valid Ontario Driver's License Class "G".

· A current (within the last 180 days) satisfactory criminal reference check, from a Canadian Police Information Centre. Criminal Records Checks from third party agencies are not acceptable. Applicants who have been employed with the Municipality within the last year and have provided a criminal reference check within the last 365 days are exempt from providing another criminal reference check.

How to apply

To view this position and to submit your application online, please visit www.clarington.net/careers. Applications will be accepted until Friday, March 15, 2024, at 11:59pm.

This job competition number is File # 33-24.

We thank all applicants for their interest. However, only those under consideration will be contacted.

Privacy

Applicant information is collected under the authority of The Municipal Act, 2001 and the Municipal Freedom of Information and Protection of Privacy Act for the purpose of evaluating the applicant. Questions about this collection should be directed to the Municipal Clerk, 40 Temperance Street, Bowmanville, ON L1C 3A6 or by phone at 905-623-3379 ext. 2109.

Job Type: Full-time

Salary: $52,083.00-$64,933.00 per year

Schedule:

• Monday to Friday
• On call
• Weekends as needed

Work Location: In person