Support Analyst 1

Municipal Corporation Newmarket Regional Municipality of York
Department: Finance Department
Branch: Information Technology Services Branch
Status: Temporary Full-Time
Length of Assignment: Approx. 24 Months
Location: Newmarket / Ontario
Date Posted: August 19, 2020
Date Closing: August 31, 2020
Number Of Positions: 2

Progressive. Collaborative. Accountable. Draw on your passion. Shape our community. Progressive and collaborative, with a clear, long-term vision. We value employees’ contributions and inspire excellence. We are driven by a desire to help shape and serve the growing community in which we live and work.

Position Title

Support Analyst 1


$37.87 to $41.17 per hour

Scheduled Hours

35 Scheduled Weekly Hours

Scheduled Shifts

0830 – 1630

Position Purpose

Reporting to the Supervisor, IT Service Desk, is responsible for ensuring all help desk requests requiring support are resolved in an efficient, professional and timely manner.

Major Responsibilities

•Responds to Service Desk inquiries from Regional staff to provide solutions on all Regional computer equipment and software issues/problems; refers unresolved issues as required.
•Records all client interactions using ticket tracking software; monitors and alerts Management of urgent issues.
•Ensures referral, escalation and follow-up procedures are being applied correctly and effectively to meet the goal of providing excellent customer service.
•Responds to enquiries in a timely manner; provides advice and training to new staff in area of expertise.
•Participates in meetings, attends seminars, conferences and training as required.
•Ensures that services provided meets Regional customer service standards.
•Performs other duties as assigned in accordance with Branch and Department objectives


•Successful completion of a Post-Secondary Certificate or Diploma (1 year or more) in Information Technology or related discipline, or approved equivalent combination of education and experience.
•Minimum one (1) year demonstrated experience directly supporting clients through a Help Desk process.
•Valid Ontario Class “G” driver’s license free of any serious offences under the Highway Traffic Act and reliable vehicle for use on corporate business
•Demonstrated experience with LAN/WAN (Microsoft Windows) environments (software/hardware) including experience with Microsoft Office desktop application and Microsoft Exchange and CITRIX
•Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.

How to Apply

Please apply online by August 31, 2020. We thank all candidates for their interest; however, only those selected for an interview will be contacted via email.

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