COE-11-25 Helpdesk Analyst

at  County of Essex

HELPDESK ANALYSTDepartment: Information Technology
Position Type: Permanent, Full-time (35 hrs./week)
Location: Essex, Ontario
Posting #: COE-11-25
Opening Date: January 27, 2025
Internal Closing Date: February 4, 2025
Closing Date: February 23, 2025

ROLE SNAPSHOT (OUR ELEVATOR PITCH!)

Do you enjoy solving technical puzzles, empowering users with tech solutions, and being the friendly face of IT? Join the County of Essex as a Helpdesk Analyst and become the first line of defence in troubleshooting, resolving, and supporting our dynamic IT ecosystem. This role is your opportunity to work collaboratively with a passionate IT team while delivering exceptional service that keeps our organization moving forward.

WHAT YOU’LL DO

In this role, you will be responsible for:

• Technical Support
• Address and categorize user-reported issues via phone, email, and ticketing systems
• Troubleshoot hardware, software, audio-visual tools, and collaboration platforms
• Provide first- and second-level support, escalating issues appropriately when needed
• Hardware, Software, & Infrastructure Support
• Set up and maintain IT equipment, user management tools, desktops, laptops, and more
• Install and update operating systems and software applications
• Assist with onsite IT project support
• User Assistance and Training
• Enforce IT policies and ensure proper use of IT resources
• Deliver training sessions for employees on commonly used hardware and software
• System Monitoring and Reporting
• Monitor ticketing systems, equipment, and network services to ensure optimal performance
• Provide regular feedback and updates on IT services
• Continuous Improvement
• Stay up to date with emerging technologies and industry best practices
• Document solutions to recurring issues and share knowledge with the team

WHAT YOU BRINGYour Expertise:
-
- College Diploma in Networking, Application Development, or Cybersecurity (or a related technical field)
- CompTIA A+ Certification
- At least 2 years of experience providing end-user support and troubleshooting IT issues
Your Skills:
-
- Strong technical expertise in operating systems, hardware, software, and networking
- Familiarity with IT service management frameworks (e.g., ITSM, ITIL, COBIT)
- Exceptional troubleshooting and problem-solving skills
- Outstanding communication skills, with the ability to explain technical concepts clearly to a non-technical user
- A customer-focused mindset with a commitment to providing excellent service
- The ability to prioritize and resolve issues effectively under pressure
Other Things You Need:
-
- A valid Class “G” Ontario driver’s license and access to a personal vehicle for work-related purposes
- Ability to provide a Ministry of Transportation Driver Abstract and Police Information Check