This CUPE Local 841 position, under the general supervision of the Supervisor of Information Technology Services, evaluates, troubleshoots, and provides technical guidance for hardware, software, desk phones, mobile devices, desktop and application support (including but not limited to operating systems, desktop applications, desktop computers, laptops, iPads, etc.) to ensure all City staff and Council Members have the necessary means and supports to successfully work within the City of St Thomas’ Information Technology infrastructure, all while maintaining the security and integrity of the City’s network resources. Maintains the confidentiality of all matters coming to the incumbent’s knowledge through employment.
MAJOR TASKS:
Trouble Shooting and Support:
- Utilize the Information Technology (IT) Web Helpdesk software to track, monitor, and maintain assigned incidents, tickets, and projects.
- Replace, repair, deploy and update end-user hardware, software, and peripherals.
- Determine the required course of action when resolving incidents (both issues and questions), providing advice, guidance, and troubleshooting, based on internal processes and policies, as well as industry-standard technological procedures and guidelines.
- Provide support to users, in a professional, timely, and efficient manner, ensuring completion, and follow-up to all incidents.
- Determine the best method of communication when assisting users, to resolve incidents quickly and efficiently, including in-person, email, phone, Teams, etc.
- Assist with the maintenance of IT Asset and Inventory records.
- Provide telephone and voicemail support to all staff, utilizing IT resources, as needed.
- Work in conjunction with the Supervisor of Information Technology Services and System Support Coordinators to prioritize and resolve issues and projects.
- Under the guidance of the Supervisor of Information Technology Services and/or System Support Coordinators, engage 3rd party vendors in the process of incident management, when deemed necessary.
- Communicate technical information and instruction effectively to users possessing a wide range of technical ability, while maintaining transparency and confidentiality throughout the incident management process.
- Proactively seek ways to improve the City’s IT experience through judicious and creative use of technology and presenting recommendations to the Supervisor of Information Technology Services, for review and discussion.
Accounts and Permissions:
- Create, manage, and maintain Corporate user and application accounts, exercising a high level of quality and confidentiality.
Hardware support:
- Install, test, replace, and relocate desktop computers, laptops, printers, telephones, and other devices/peripherals efficiently and with a high degree of quality and efficiency.
IT Project Support:
- Work with the Supervisor of Information Technology Services and System Support Coordinators, to assist with planning, testing, and implementing, solutions for various IT Projects, ensuring that high quality standards and levels of communication are maintained.
- Represent the needs of stakeholders when discussing solutions, and/or changes to solutions, with other IT team members.
- Utilize internal IT Services project management applications to track and monitor progress.
Council Meetings:
- Technical moderation, and support, of weekly Council Meetings and Public Meetings, as scheduled, on a rotational basis
Resource Creation and Updates:
- Upon direction, create and update documentation to reflect new software/services, or changes to existing software/services, contributing to the growth and maintenance of the IT Knowledgebase (HelpDesk FAQ’s, User guides, Internal IT Documentation etc.).
This position must be compliant with all provisions of the Occupational Health and Safety Act, related to “Duties of a Worker.”
Performs other related duties as may be assigned.
QUALIFICATIONS:
A minimum accredited 2-year College Diploma in computer sciences plus 1-year experience in computer desktop support environment or equivalent combination of education, experience and training. Microsoft certifications would be considered an asset. Must have the ability to effectively communicate, both written and verbally with a high degree of interpersonal skills; collaborate, with a proven ability to work in a team environment and work independently, demonstrating strong organizational and planning skills; proactively identifies solutions and opportunities for improvement; proven customer service skills and the ability to work in a professional manner with users having varying levels of technical knowledge; able to anticipate user issues and understand varying viewpoints; demonstrated ability to work efficiently and operate with a high degree of confidentiality on sensitive issues; good technical knowledge of Windows Operating Systems (Server and Desktop versions) and Mobile Operating Systems (Android and iOS); experience with Microsoft Office 365 Applications, and standard Internet Browsers (Microsoft Edge and Google Chrome); excellent troubleshooting abilities.
CONDITIONS OF EMPLOYMENT:
May be required to work outside and beyond the normal hours of work depending on the needs of the business (including evenings and weekends). Work location may vary, requiring the ability to work from all City locations on an as needed basis. Must possess a valid driver's licence for the Province of Ontario and the use of a privately owned vehicle is required.
WHAT WE OFFER:
- $29.70 - $37.14 per hour working 35 hours per week ($54,054 - $67,595 per annum)
- Comprehensive Benefits
- OMERS Pension Plan
- Paid Vacation and Holidays
- Employee Family Assistance Program (EFAP)
- Tuition Reimbursement Program (continuous learning)
Applications must be received no later than Monday April 6, 2026 at 11:59 p.m.
HOW TO APPLY:
Go to www.stthomas.ca – Employment, Employment Opportunities. Go to Posting Title and click the ‘Apply’ button.
Please import/upload your COVER LETTER AND RESUME individually (i.e. pdf, word) and ensure you have attached all documents prior to submitting your application.
Note: You may be required to answer Qualification questions during the application process.
The City of St. Thomas is an equal opportunity employer. Accommodations are available for all parts of the recruitment process. If you require accommodation to apply or if selected to participate in an assessment process, you must provide your accommodation needs in advance. Questions may be directed to the Human Resources Department at 519-631-1680 ext. 4146.
Although we appreciate all applications received, only those selected for an interview will be contacted.
Personal Information on this application is collected under the authority of the Municipal Act., R.S.O. 2001, as amended, and will be used to determine eligibility and suitability for employment with the City of St. Thomas.
Our hiring process does not use artificial intelligence (AI) or automated decision‑making tools. Applications are reviewed and evaluated by our hiring team.
