Information Technologist - Helpdesk Support

Please apply with a cover letter and resume online.

Position Conditions: This is a full-time, permanent position of 36.25 hours per week. It will be offered in accordance with conditions identified in the Collective Agreement between the City of Brandon and CUPE Local 69.  First consideration will be given to current City of Brandon CUPE employees.  The City of Brandon reserves the right to underfill this position.

NOTE:  Successful applicant must obtain satisfactory results from a criminal background investigation.

Rate of Pay: $30.45 - $35.61 per hour. (2023 Rates)

Closing Date: 11:59 PM on March 17, 2025

This competition will include testing and an interview.

PURPOSE OF POSITION

The First Level Helpdesk Support role is the first level of contact with all of our clients relating to technical issues and requests.  There is a high-level of client contact via phone, email, and in person in this role and the individual must excel at customer ser-vice and technical problem resolution.

TYPICAL DUTIES AND RESPONSIBILITIES

• Responsible for providing technical assistance and support related to computer systems, hardware, or software.
• Create help desk tickets and service requests where applicable and escalate items to higher tiers of support.
• Respond to queries, runs diagnostic programs, isolate problems, and determine and implement solutions.
• Provide follow-up contact with the customers to ensure issues have been resolved, as well as inform customers of the progress of their computer repair while demonstrating excellent communication and customer service skills.
• Develop and update training manuals and technical documents.
• Execute training to computer users.
• Establish help desk problems by asking questions.
• Diagnose and troubleshoot problems and walk customers through a problem-solving process.
• Install, modify, and repair computer software.
• Gather feedback from customers about computer usage.
• Responsible for running reports to determine malfunctions that continue to occur.
• Responsible for entering and processing payments to vendors.

NOTE: This description is not intended to limit the assignment of work or be construed as a complete list of the many duties to be performed by the incumbent.

MANDATORY QUALIFICATIONS & EXPERIENCE

• Grade 12, G.E.D., C.A.E.C., or Mature High School Diploma
• Post secondary diploma, degree or certification from a recognized technical training institute.
• 1 year of experience working in an Information Technology helpdesk related role in dealing with clients.
• Sufficient experience in the information technology field to have demonstrated competence in related tasks. 

WORK CONDITIONS

This position requires working independently and as part of a team providing support to a variety of people.

• Wide variety of tasks requiring ability to manage multiple unrelated projects and make independent decisions (daily)
• Self-motivated and quality driven to perform independent projects (daily)
• Work in a shared and consultative manner with other employees (daily)
• May be required to participate in the on-call rotation (monthly)

Please contact HR@brandon.ca for a complete job description.