Permanent Full-Time
Position location: County Administration Building, Belleville, ON
The County of Hastings is currently accepting applications for a Permanent Full-time Help Desk and Client Services Coordinator with our Information Technology Department. This position is responsible for supporting the overall Help Desk and Client Services operations to ensure end users receive appropriate IT assistance. This includes assisting with procedures related to the identification, prioritization, and resolution of end user help requests, as well as helping with the monitoring, tracking, and coordination of Service Desk functions. The coordinator will also provide problem resolution by offering in-person, hands-on support to end users at the desktop level.
DUTIES
Leadership and Staff Oversight:
- Oversee and coordinate the overall Help Desk activities and duties carried out by Information Technology Specialists and other junior staff.
- Coordinate workflow and support for member municipalities.
- Train, coach, and mentor the Information Technology Specialists and other junior staff.
Help Desk Services Delivery:
- Enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
- In conjunction with Supervisor, coordinate the activities to deliver support and regular upgrades to member municipalities including required Technical and Business Services.
- Analyze performance of Help Desk activities and document resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
- Coordinate and/or perform hands-on fixes at the desktop level, including installing, configuring and upgrading software, installing hardware, and configuring systems and applications.
- Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Planning and Monitoring:
- Monitor and test fixes to ensure problems have been adequately resolved.
- Plan and schedule as well as participate in regular site visits to member municipalities. Align with outstanding tickets and upgrade schedule
Develop and Maintain:
- Develop and maintain member municipality support catalogue
- Development and maintain guided on-line processes and procedures (IT Wiki) for Help Desk staff to aid in problem resolution.
- Maintain the system inventory and assist with system maintenance, upgrades and training.
- Other related duties as assigned
MINIMUM QUALIFICATIONS & EXPERIENCES
- Minimum two-year College diploma in the field of computer science or equivalent experience
- Must have a valid driver’s license and reliable transportation for travel to remote sites.
- 5-7 years’ experience in a helpdesk and/or Client Services environment.
- Extensive application support experience with MS office, Financial (Keystone, Great Plans, Munisoft) and HRIS systems.
- Extensive knowledge of computer hardware.
- Experience with desktop and server operating systems including, Windows 10, 11 Windows Server, and 2012, 2016, 2019, 2022
- Demonstrated progressive experience in the management of a technical support team.
- Extensive expertise in Microsoft server environments and Microsoft Active Directory, demonstrating a deep understanding of their functionalities.
- Proficient in Microsoft 365 suite systems, Entra, Intune, Exchange, and Sharepoint, enabling seamless management and optimization of these platforms.
- Comprehensive knowledge of Microsoft licensing and efficient management of 365 environments, including VLSC, Non-profit, CSP, and MPSA.
- Advanced proficiency in Mobile Device Management (MDM) with InTune/, ensuring effective control and security of iOS and Android devices.
- Skilled in managing mobile billing accounts, streamlining processes and minimizing costs.
- Proficient in Remote Monitoring and Management (RMM) with NinjaRMM, enabling efficient system monitoring and administration.
- Experienced in antivirus management (Sophos), including deployment and configuration of policies for enhanced security.
- Support and extensive knowledge in Content Management Systems (CMS) such as Wordpress and Drupal, empowering efficient website management.
- Proficient in the setup and maintenance of Digital Signage systems using Appspace, ensuring optimal display of information.
- Demonstrated ability to handle IT equipment ordering and research, from small to large assets, with a strong focus on procurement efficiency.
- Comprehensive knowledge of Audio/Video equipment, ranging from Teams Rooms and Zoom Rooms to video mixers and rack-mounted equipment, for seamless collaboration and communication in large rooms.
- Proficient in door control and building automation administration and management, ensuring efficient access control and streamlined operations.
- Experienced in conducting ergonomic assessments, promoting employee well-being and creating ergonomic work environments. Ability to motivate and direct staff members and subordinates.
- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
HOURS OF WORK: Monday to Friday, 8:30 a.m. to 4:30 p.m. (35 hours/week).
Occasional overtime may be required for project completion.
On-Call Requirements.
WAGE RANGE: $71,700 - $83,879 per annum with excellent fringe benefits
CLOSING DATE: Friday, March 13, 2026 by 4pm
Please direct your resume to https://www.hastingscounty.com/communities/careers
Juliana Finney,
Human Resources Advisor
Talent Management & Acquisition
This posting is to fill a vacancy and is actively being recruited for. In accordance with the Municipal Freedom of Information and Protection of Privacy Act, personal information collected will be used only for the purposes of this employment opportunity. We thank all candidates who apply, but advise that only those persons selected for an interview will be contacted.
"The County of Hastings is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Please contact us if you require this posting in an alternate format. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.”
Please direct your resume to www.hastingscounty.com/communities/careers
