The Corporation of the Town of Orangeville

invites applications for the position of

IT Service Desk Technician

Corporate Services Department

Information Technology Division

(Full-time position, 35 hours per week)

Located on the north-west edge of the Greater Toronto Area, less than one hour’s drive from Toronto and yet only moments away from the unspoiled, natural beauty of the Niagara Escarpment, the Town of Orangeville (“Town”) offers an excellent combination of location, small town charm and urban amenities. Situated in the picturesque natural setting of the Hills of Headwaters, Orangeville is home to over 30,000 residents and is the largest urban community and regional service centre within the County of Dufferin. Orangeville is a great place to raise a family, with an excellent quality of life and a strong sense of community. The Town is committed to a value based, thriving and collaborative work environment that supports our employees’ success. Our employees are passionate about delivering high-quality programs and services to our residents and are proud to contribute to making Orangeville one of the exceptional places to live in Canada.

The Town has an opportunity available for the position of Information Technology (IT) Service Desk Technician. This position is the first point of contact for any technology related questions and concerns from Town staff.  This position offers support and technical assistance to internal IT end users.  They are responsible for identifying, analyzing, documenting, escalating or resolving technology related requests for assistance. This role is required to provide a professional customer service experience and collaborate with the IT team to ensure that all issues are resolved in a timely manner.

Job Duties:

• Acting as the initial contact for technical and service requests to the Information Technology Division; responding to support calls presented to the Service Desk; providing support to end users, local and remote, to ensure technology issues are resolved in a timely manner with limited disruptions; maintaining communication with end users, ensuring assigned tickets are addressed and closed within agreed service levels; remotely accessing systems to investigate and resolve hardware or software issues; and providing Council and Council Chamber support for systems, software, presentation and other equipment.
• Ensuring complex or undocumented issues are escalated to appropriate technical resources within agreed service levels; provide preliminary research, diagnoses, resolution, and documentation of system errors and other issues
• Setting up end user hardware, supporting clients through the installation of software, and providing end users with education, training, and information to assist in resolving issues.
• Documenting processes relating to issue resolution to ensure consistent service delivery; performing minor repair of hardware or coordination with vendors for repairs as required; resolving basic networks issues and other computer systems; following up with customers to ensure full resolution of issues; monitoring and reporting ticket compliance with agreed services levels to involved responders and supervisors; and contributing to the development of documentation in support of existing, new, or upgraded IT end user technology.
• Reviewing and utilizing detailed documentation for applications including configuration, workflow, troubleshooting, procedures, and agreements.
• Utilizing and contributing to a repository for application documentation to support knowledge sharing and business continuity; utilizing end user technology assignment and lifecycle register; and ensuring accurate tracking of assets (hardware, software, and licenses) throughout their lifecycle from acquisition to disposition.
• Contributing to the development and maintenance of the IT Service Management framework, documentation, policies, procedures, workflows, etc.
• Assisting users with security awareness, training for mobile, workstation and online accounts; performing setup and configuration of end-user devices, ensuring they are operational and meet standards; monitoring system alerts and notifications, addressing issues proactively to minimize disruptions; and deploying updates and patches to end-user devices, maintaining compliance with security policies.
• Maintaining software and hardware assets through internal systems; remediating systems affected as required; facilitating the procurement of approved end user technology requests in compliance with established policies and procedures; and assisting with managing end user accounts for subscription systems.

• Other duties as assigned.

Qualifications:

• Diploma or University degree specializing Computer Science, Information Technology, Computer Engineering, or a related field, or a combination of education, training and experience deemed to be equivalent.
• Minimum three (3) years progressive experience in a continuously challenging environment.
• Valid Class G Driver’s license. 
• Strong knowledge of Microsoft Client Operating Systems (Windows 11) and Microsoft Office Applications.
• PC hardware, mobile devices and tablet skills.
• Strong customer service skills, ability to troubleshoot and diagnose problems.
• Strong interpersonal and communication (verbal and written) skills, strong team player and ability to convey technical knowledge to others.
• Writing and Editing Skills to aid in writing and updating manuals.

Successful candidates will be required to complete a background check, including but not limited to a Criminal Record Check, in accordance with the duties of this position.

Salary Range:  $69,909.48 to $81,784.20, Band 8 on the Town’s 2025 Pay Grid, plus a comprehensive benefits package

Qualified candidates are invited to apply no later than 4 p.m. on Tuesday, February 11, 2025. Applications may be submitted online, or in person to the Town Hall located at 87 Broadway, addressed to Human Resources. Please do not email your application. Please note that only those who are selected for an interview will be contacted by Human Resources.

To select the best candidates to serve the Town of Orangeville and its people, several screening tools, including Police Record Checks are required as part of the hiring process for some employment or volunteer positions. When requested, applicants are required to provide a Police Record Check as a condition of their offer of employment. Police Record Checks must be dated within three (3) months of the employment offer to be considered valid. The specific type of Police Record Check required will be indicated in the job posting qualifications.

The Town of Orangeville is an equal opportunity employer. Accommodations are available for all parts of the recruitment process. Applicants need to make their needs known in advance. By submitting your personal information to the Town of Orangeville, you consent to the collection, use, and disclosure of that information in connection with our recruitment, hiring and/or employment processes. Personal information on this form is collected under the authority of the Municipal Act, 2001, S.O. 2001, c.25, as amended, and will be used to determine the qualifications for employment with the Town of Orangeville. Questions about this collection should be directed to the Manager, Human Resources at 87 Broadway, Orangeville, Ontario L9W 1K1.