Desktop Support Analyst II

Full-time, Continuing

Band 5: $34.02 - $37.20 per hour (Subject to CUPE 1015 Agreement)

Operations Centre

Duties:

Reporting to the Manager, Information Technology, the Desktop Support Analyst II will play a crucial role in the overall management and administration of the desktop computing environment for the City. This includes managing and deploying computer hardware and software, evaluating and recommending hardware specifications, preparing and deploying software updates, creating and maintaining images and 3rd party software packages, researching and recommending new software solutions, and diagnosing and solving hardware and software issues for end users.

Duties

• Diagnose, problem solve, and resolve software and hardware issues with computers, peripherals, tablets, and mobile devices, remotely or on-site at any of the City facilities.
• Perform second level user support for incoming IT helpdesk incidents and requests, ensuring to review and gather applicable information prior to escalating to other team members.
• Accurately track and log issues from start to resolution through an IT ticket management system.
• Manage and complete the deployment of new and replacement hardware at any of the City facilities, as well as review, evaluate, and recommend hardware specifications for the types of workstations in the environment.
• Prepare, coordinate, and deploy software or firmware updates to computers, printers, and other devices as required to address security vulnerabilities, and remain current and supported.
• Research, evaluate, test, and deploy baseline Windows security configurations following industry standards to ensure the security of the desktop environment.
• Create and maintain Windows images and 3rd party software packages for installation and updates on City devices.
• Provide end user support for Microsoft suite applications, including Onedrive, Teams, and Sharepoint Online.
• Maintain an accurate inventory of IT assets deployed throughout the City, including software licenses and hardware.
• Administer and support phone systems in use at the City, including PBX and VOIP systems.
• Research, evaluate, recommend, configure and deploy new software solutions for the desktop environment to meet the changing business requirements of the City.
• Assist with the maintenance and implementation of various technologies across the city.
• Cross train with other team members to fill in gaps as needed within the Information Technology team.
• Create and maintain documentation for areas of responsibility.
• Create and maintain knowledge base articles to enable end users to self-solve issues.
• Contribute to IT Policies, Directives, and procedures.
• Provide on-call support after hours and weekends as part of an on-call rotation.
• Other related duties as required.

Schedule:

The position is office based; Standard hours are Monday to Friday 8:00 a.m. – 5:00 p.m. with the occasional requirement to work outside these standard hours.

Internal & External