Address
Form of work
SalaryThe District of Muskoka is an equal opportunity employer and values diversity in our workforce, encouraging applications from
all qualified individuals
Our organization is committed to providing persons with disabilities with equal opportunities and standards of goods and services, and
we are compliant with the Accessibility for Ontarians with Disabilities Act. If you require disability related accommodation to participate
in the recruitment process, please advise the Human Resources department as soon as possible. Accommodation may be provided in
all steps of the hiring process. Any questions regarding this posting should be directed to the Human Resources Department.
The District Municipality of Muskoka is currently recruiting for a
Service Desk Technician
The District
Muskoka is a great place to live and play, and the District is a four-season municipality passionate about
protecting, servicing and caring for this community. We have opportunities that will allow you to learn, grow and
build your career amongst other ambitious leaders and innovators. We offer a competitive compensation
package and are committed to promoting diversity, accessibility and inclusion.
The Opportunity
The Service Desk Technician is responsible for ensuring that all end users of municipalities and libraries
participating in the shared Information Technology (ITS) initiative are receiving appropriate assistance from the
Service Desk which includes receiving, prioritizing, documenting, and actively resolving end user service
requests. Problem resolution involves the use of diagnostic and request tracking tools and may require remote
computer assistance.
What you will do: What you will need:
• Field incoming requests from users via telephone,
- Document the nature of the problem or issue, and
confirm all pertinent end user identification information
in the Service Desk application
- Record, track and document the problem-solving
attempts made and actions taken through to final
resolution in the Service Desk application
- Triage work orders to the appropriate IT Services staff
proximity to the issue
- Two year college diploma or degree in the
combination of education, training and
experience
- Minimum (1) years’ experience with Microsoft
help desk support and knowledge of
advanced computer hardware including
mobile devices and virtual environments
- Professional certifications in information
considered assets
- Valid Ontario Driver’s license
For a full outline of the responsibilities
and requirements, please review the next
page.
What we are offering
This is a Permanent Full-time opportunity at the District. The annualized compensation range for this role is
$26.87 to $29.44. The District is also proud to offer the following to our permanent employees:
The Next Step
If you have the necessary skills, experience and qualifications, and can support our vision and
values (RISE: Respect, Innovation, Service and Equity)
This posting closes on Wednesday, January 17, 2024 @ 12:00 p.m.
Visit our careers page for other opportunities.
The District of Muskoka is an equal opportunity employer and values diversity in our workforce, encouraging applications from
all qualified individuals
Our organization is committed to providing persons with disabilities with equal opportunities and standards of goods and services, and
we are compliant with the Accessibility for Ontarians with Disabilities Act. If you require disability related accommodation to participate
in the recruitment process, please advise the Human Resources department as soon as possible. Accommodation may be provided in
all steps of the hiring process. Any questions regarding this posting should be directed to the Human Resources Department.
JOB DESCRIPTION
Service Desk Technician
Department: IT Services Reports to: Manager, Client Services and
Business Applications
Effective
Date: December 2020 Supersedes: Service Desk Tech 1
(March 2017)
Classification: CUPE Inside
Class 5
Job
Evaluation
Date:
Pre-evaluation
POSITION SUMMARY:
Responsible for ensuring that all end users of municipalities and libraries participating in the shared Information Technology
(ITS) initiative are receiving appropriate assistance from the Service Desk which includes receiving, prioritizing,
documenting, and actively resolving end user service requests. Problem resolution involves the use of diagnostic and
request tracking tools, and may require remote computer assistance.
• Field incoming requests from users via telephone, email and web in a courteous manner
- Build rapport and elicit problem details from the users
- Document the nature of the problem or issue, and confirm all pertinent end user identification information in the Service Desk
- Record, track and document the problem-solving process, including any successful and unsuccessful attempts made and
- Triage work orders to the appropriate IT Services staff member based on role, work order load and location proximity to the
- Escalate work order to the appropriate IT Services staff member as required
- Using diagnostic and remote control tools when assisting the user
- Access software updates, drivers, knowledge bases and “frequently asked questions” resources on the Internet to aid in
- Perform basic hands-on fixes at the desktop level, including restoring files
- Test fixes to ensure the problem has been adequately resolved
- Follow up with customers, provide feedback and see problems through to resolution
- Develop solutions and answers to frequently asked questions for end users in the Service Desk application
- Maintain strict confidentiality of information that may be disclosed when working on user’s systems
- Related other duties as assigned
MINIMUM EDUCATION, EXPERIENCE & QUALIFICATIONS:
• Two year college diploma or degree in the field of computer science, or an acceptable combination of education, training and
- Minimum (1) years’ experience with Microsoft desktop operating systems, A+ certification, help desk support and knowledge
- Professional certifications in information technology or product certifications would be considered assets
- Exceptional interpersonal skills with a focus on rapport-building, listening and questioning skills
- Strong documentation and oral communication skills
- Demonstrated ability to work independently or as part of a group
- Ability to absorb and retain information quickly and present ideas in a user-friendly language
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Valid Ontario Driver’s license
