Service Desk Analyst

Job Description

Service Desk Analyst, Innovation & Technology Services

Vacancy: Yes

Posting #: NU-2026-21

Posting Period: May, 29 2026 – June, 11, 2026

Employer Group: Non-Union

Reporting to: Supervisor, Infrastructure, Cloud & Security

Grade:  7

Wage Range Annually: $67,613 – $82,282

Position Status: Temporary Full-Time (until approximately May 12, 2028)

Work Hours per Week: 35

Location: Cayuga, ON (Haldimand County Administration Building)

Core Competencies

• Interpersonal Communication
• Active Learning
• Collaborative Skills
• Technology Use
• Critical Thinking 

Position Summary

Coordinate, monitor and support the corporate ITS Service Desk activities. Act as the first point of contact, and conduct incident reporting, technical support, diagnostics and problem resolution in support of applications, hardware, software and cybersecurity practices and procedures. As well as, deliver information technology support / services that help staff and Council members, by assisting with the development and delivery of Corporate computer training to County staff. 

Qualifications, Knowledge, and Skills

Education

• Community College Diploma relative to the area of responsibility, completed in more than two academic years.
• Special consideration will be given to applicants with:
  • ITIL, CompTIA A+, Network+, Security+ Knowledge

Experience

• Over 1 year and including 2 years of current related experience.  

Knowledge/Skills

• Good understanding of municipal government, its operations and services.
• Demonstrated ability to work in a technology service desk environment, including PC desktop support/maintenance, mobile device management, knowledge of network security, service desk software, Microsoft Office, and Active Directory to facilitate the processing of information technology incidents/service requests.
• Sound knowledge of current Information Technology certifications and excellent in-depth understanding of operating systems, network infrastructure, cybersecurity, firewalls, cloud computing, information and communication technologies, and the ability to troubleshoot complex issues independently.  
• Knowledge of best practices in the area of technology service management such as ITIL principles and processes.
• Customer-centric communication skills (listening, writing, verbal).
• Valid Ontario Driver’s License and access to a reliable vehicle.
• Excellent verbal and written communication skills with the ability to give, obtain, seek clarification, and/or exchange routine information
• Demonstrated initiative, and ability to make decisions involving routine tasks, within established procedures
• Demonstrated ability to work independently with complex tasks requiring some supervision
• Demonstrated ability to exercise significant discretion and sensitivity involving occasional work with confidential information
• Proven ability to Not applicable to this position
• Demonstrated analytical and problem-solving skills involving occasional ingenuity, and minor refinement of procedures when necessary
• Demonstrated capability to provide orientation or technical guidance, as needed
• Organizational skills with conscientiousness, to avoid errors and ability to meet deadlines
• Excellent interpersonal skills including the ability to work effectively in a team environment Not applicable to this position
• Technology Aptitude
  • Demonstrated proficient computer skills to perform and troubleshoot common software performance and hardware issues on various technological devices while adhering to cybersecurity and leading best practices proficient computer skills to perform and troubleshoot common
  • Advance knowledge of MS Office (Word, Excel, Outlook, PowerPoint)
  • Operating systems, networks, LANs/WANs, IT security, firewalls, information and communication technologies, system administration, and mobile device management (MDM).

Responsibilities

The incumbent is responsible for, but not limited to:

Corporate

• Aligning work with corporate goals and objectives in providing IT support 

People

• Establish and maintain relationships with counterparts in other Municipal governments, and ensure cooperative relations with staff and Council.
• Delivering corporate computer training to County staff.

Money/Asset

• Protecting IT assets via incident reporting, technical support, diagnostics, problem resolution, and supporting cybersecurity practices.

Functional

• Customer Support:
  • Provide First Point of Contact (FPOC) end-user support via telephone, e-mail, voicemail, etc.
  • Coordinate responses to service requests and incidents, ensuring they are addressed promptly and resolved effectively.
  • Develop and conduct on-the-job training for end-users and peers in common applications.
• Technical Troubleshooting & Resolution:
  • Troubleshoot, diagnose, and resolve technical issues arising within Haldimand County’s technology environment.
  • Document all pertinent end-user identification information, along with the problem resolution process.
  • Dispatch complex technical incidents or service requests to the appropriate service provider when necessary.
• Service Desk Management:
  • Ensure the smooth operation of the service desk, escalating issues as necessary.
  • Monitor operational reports to ensure quality activities.
• Knowledge Management:
  • Maintain currency in new technologies, procedures, methods, and solutions to support end-users effectively.
  • Create and maintain a knowledge base that includes troubleshooting guides, frequently asked questions (FAQs), and other self-help resources.
  • Document solutions, lessons learned, and best practices to promote knowledge sharing and improve resolution rates

Demonstrate commitment to the Haldimand County Code of Conduct

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the job.