IT Client Services Coordinator

IT CLIENT SERVICES COORDINATOR The City of Belleville, known as the ‘Friendly City’, is located at the mouth of the Moira River where it meets the picturesque Bay of Quinte.

Experience world-class fishing, boating, cycling, and walking along approximately 14 kilometers of waterfront trails.

Situated between Toronto and Montreal, and less than one hour from the U.S.

border, the City truly is at the center of it all.

Approximately 56,000 people make Belleville their home and over 220,000 live within 30 minutes of the City.

We are in close proximity to Prince Edward County where you can discover award winning wineries and numerous beaches including Sandbanks Provincial Park.

We are home to Loyalist College of Applied Arts and Technology as well as Albert College, Canada’s oldest co-ed boarding independent private school.

The historic downtown core provides numerous restaurants, shopping and live music and theater venues for an amazing cultural experience.

Our inviting blend of small town warmth and big city amenities, quality of life and affordable housing make Belleville the perfect place to live, work and play.

More information is available at www.belleville.ca Currently, the City of Belleville has an exciting opportunity for a highly motivated, strategic, and dynamic individual to join our CAO's Office - Information Technology Division as a IT Client Services Coordinator.

Position Type: Permanent Full Time Number of Positions: One (1) Department: CAO's Office - Information Technology Division File Number: SV26-17 Location: City Hall (169 Front Street, Belleville, ON) Hours: 35 hours per week; Monday to Friday from 8:30am to 4:30pm with additional hours as required Employee Group : Non-Union Salary: Grade 9 ($83,128.45 - $98,961.48 per year) Closing Date: Monday, March 9, 2026 at 4:30 PM PURPOSE AND SCOPE: Reporting to the IT Client Services Supervisor, the IT Client Services Coordinator coordinates the delivery of end-user IT support services for City of Belleville employees.

The position oversees Service Desk intake and triage, supports timely resolution of incidents and service requests, and maintains employee-facing digital content (e.g., intranet/web portals and related documentation) that supports service delivery across the organization.

In the course of these duties, the incumbent may have access to confidential labour relations, financial planning, and legal information and must exercise a high degree of tact, discretion, and professionalism.

The role supports secure and reliable access to corporate systems by completing approved account and access changes and by adhering to corporate cybersecurity policies and procedures.

As a backup to the Senior Systems Analyst, the Coordinator assists with routine user account administration and security permission changes for core business applications (e.g., Vadim, WorkTech), strictly in accordance with documented procedures and approved authorization.

KEY RESPONSIBILITIES: This position will: Coordinate the Service Desk ticketing function by triaging incoming requests, applying prioritization and categorization standards, assigning tickets to the appropriate Information Services functional area, and monitoring progress to resolution in accordance with service targets.

Provide end-user support as required to maintain operational continuity, including troubleshooting common hardware/software issues, and escalating complex incidents to senior technical resources with clear documentation of symptoms, steps taken, and impact.

Maintain accurate and complete ticket records, identify recurring issues and trends, and provide input to the Supervisor and senior technical staff to support problem management and service improvements.

Diagnose, research, and resolve client issues using a variety of resources and tools, collaborating with other Information Services personnel and vendors as required.

Maintain timely, professional communication with clients and stakeholders, including updates on status, expected timelines, and resolution/closure, while maintaining a high standard of confidentiality and customer service.

Maintain and continuously improve IT client service documentation, including knowledge base articles, service catalog/request guidance, end-user job aids, and internal support procedures; ensure reference materials are current and accessible.

In collaboration with other IT staff, complete approved account and access administration tasks within delegated authority, including routine updates in Active Directory/Microsoft Entra ID, SharePoint permissions, and Microsoft 365, in accordance with corporate security policies and documented procedures.

As a backup to the Senior Systems Analyst, complete routine user account administration and security permission changes for core business applications (e.g., Vadim, WorkTech) strictly in accordance with approved authorization and documented procedures, escalating non-routine or complex access/security matters.

Coordinate user acceptance testing (UAT) activities for new or updated software/hardware introductions, including preparing test scripts, scheduling testers, tracking results, and communicating outcomes to the project lead to support smooth implementation.

Support client-side aspects of scheduled deployments and upgrades (e.g., communications, readiness checks, coordination with departments, and post-change validation) to promote consistent end-user experience.

Handle and protect information in accordance with corporate policies, ensuring appropriate security, confidentiality, retention, and custody of data within the scope of the role.

Participate in corporate-wide and cross-functional teams and projects as required.

Perform all tasks and responsibilities through the lens of Equity, Diversity, Inclusion, ensuring commitment to fairness, representation, accessibility and respect for diverse perspectives and cultures in all aspects of work.

Perform other duties as may be required Note: the above duties and responsibilities are not to be construed as all-inclusive.

EDUCATION/TRAINING/SPECIALIZED SKILLS: Minimum Qualifications: 2-year post-secondary degree in computer science; information technology; or equivalent post-secondary education Valid G Class Driver’s License Satisfactory Criminal Record Check (“CRC”) prior to commencing work at the City of Belleville Preferred Qualifications: Industry certifications from CompTIA or Microsoft ITIL certification WORK EXPERIENCE: Required Qualifications: 5 years’ experience in customer service facing IT roles.

Demonstrated ITSM/Service Desk coordination experience (triage, dispatch, escalation, SLAs, reporting).

Advanced abilities working with Microsoft suite, including but not limited to Word, Excel, and Outlook, and other Microsoft technologies, including but not limited to Windows Server, Windows 10, MS Office 365.

Knowledge and understanding of industry standard computing concepts, practices, network protocols, and procedures.

Demonstrated customer service skills, with an ability to establish and maintain effective working relationships within the IT unit and engage stakeholders’ enterprise wide.

Proven problem solving, analytical and evaluative skills, and abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Proven ability to work with various hardware including desktops, laptops, and peripherals, including networked printers.

Strong coordination skills with the ability to triage issues and maintain accurate tracking of project activities in collaboration with project leads.

Expectation of ongoing professional development and staying informed through vendor resources, advisories, training and peer networks.

Preferred Qualifications: IAM administration experience (AD/Entra ID) using approved authorization workflows.

Experience supporting municipal ERP/business applications (e.g., Vadim, WorkTech) including routine access/security role changes.

Experience coordinating UAT for system changes (scripts, tester coordination, defect tracking, reporting).

Knowledge base / service documentation ownership and continuous improvement.

Experience handling sensitive information in a municipal environment, including MFIPPA-aligned privacy practices.

• WHAT’S IN IT FOR YOU: Competitive market salary Competitive employer-paid extended health benefits OMERS Pension Plan Opportunity to enter a hybrid work arrangement subject to applicable policies and approvals, following the successful completion of the probationary period.

Live, work, and play in the beautiful city of Belleville and experience all that it has to offer.

HOW TO APPLY: www.belleville.ca/careers We thank all applicants who apply but advise that only those selected for an interview will be contacted.

Please be advised that the City of Belleville uses email to communicate with their applicants for open job postings.

It is the applicant’s responsibility to include an updated email address that is checked frequently and accepts emails from unknown users.

As we send time-sensitive correspondence regarding recruitments via email, it is imperative that applicants check their email regularly.

If we do not hear back from applicants, we will assume that you are no longer interested in the job posting.

The City of Belleville is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environments.

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.

Please advise the Human Resources Division to ensure your accessibility needs are accommodated throughout this process.

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