IT / Help Desk Support Analyst (Contract - Up to 15 Months)

Position Summary

Situated on the picturesque Grand River, the City of Brantford is a rapidly growing community of over 100,000 residents, located in the heart of Southern Ontario with direct access to Hwy. 403 and is in close proximity to the GTHA, Waterloo and Niagara regions. As a single-tier municipality, Brantford is responsible for the full spectrum of municipal service areas. We invite you to join our #TeamBrantford corporate culture with many progressive initiatives, including our hybrid work environment. The City is committed to the professional development of our staff and invite you to come, grow with us!

Reporting to the IT Service Desk Supervisor, the Technical Support Analyst provides first line technical support to our user community for software and hardware-related problems and requests. This positions serves as a liaison between staff and the IT department to resolve issues and ensure proper documentation and closing of Help Desk tickets using the IT incident Management System to manage and resolve problem incidents and service requests . The Analyst is responsible for managing inbound service requests by phone, walk-up requests and at times may be required to attend the client workstation to assist in person. Other responsibilities include ticket logging, troubleshooting and resolution of incidents throughout their lifecycle, escalation management, preparation and deployment of equipment, preparing training manuals and FAQ materials for easy-access end-user guidance. Providing excellent customer service is a key requirement of this role.

Qualifications

Education

• Possess a three (3) year community college program or equivalent in computer systems or related field ITIL V3 Foundation certification preferred
• Demonstrated ability to work effectively within a team environment and on own initiative
• Customer service oriented individual
• Highly motivated & self-confident
• Demonstrated ability to interpret problems of a non-technical individual
• Demonstrated ability to work in a multi-tasked environment
• Able to react to change productively and handle other essential task as assigned
• Excellent telephone manners
• Good oral and written communication skills

Skills

Detail oriented

Work Experience

As a condition of employment, proof of current and valid certificate(s) and / or educational qualifications will be required.

What We Offer

The City of Brantford is an equal opportunity employer that values equity, diversity and inclusion. At the City of Brantford, people are our priority. #TeamBrantford employees are our most valuable resource and we believe it's important to offer a competitive total rewards package.

Paid training and professional development, the flexibility to work from home in some positions and wellness and work life balance are just some of the great things the City of Brantford has to offer. When you work with us, you'll know you're doing important work that matters and helps build a better Brantford. Come grow with us.

Learn more about working for the City of Brantford