SERVICE DESK ANALYST (1 Vacancy)

Reporting to: Director of Technology Services
Department: Information Technology
Classification: PERMANENT Full Time; Monday to Friday. Overtime and/or flexible hours, including after-hours and weekends are required.
Starting Date: As soon as possible
With a growing population of over 50,000 welcoming citizens, Woodstock residents place high value on our small-town atmosphere, while enjoying urban amenities. The city is a great place to call home with amazing parks and trails, fantastic amenities as well as wonderful arts and cultural facilities. At the crossroads of highways 401 and 403, Woodstock has a thriving manufacturing sector and opportunities in agriculture, education and healthcare and convenient access to communities across Southwestern Ontario. Visitors can enjoy the city’s many festivals and delight in the many local shops and restaurants in Downtown Woodstock.
Our team works together to help build a strong, connected community where people have access to the services they need, while enjoying a relaxed lifestyle. Competitive Wages,
Defined Benefit Pension Plan (OMERS) where employee contributions are matched by the City,
Training opportunities to support you in this role,
Answers the IT Service Desk phone, email and in-person requests from internal clients in a courteous and timely manner to ensure quick response to incidents and logs requests in the IT ticketing system.

- Monitors IT ticketing system for current tickets and provides initial responses and troubleshooting. Provides technical support, resolves new requests on first contact where possible, and escalates to appropriate team/staff when required.
- Assist in installing and maintaining various network devices at all City facilities.
- Provides support for all corporate IT hardware and software systems and technologies.
- Uses a variety of information sources to troubleshoot and diagnose issues and problems and assists with system access and user account requests, ensuring adequate authorization has been provided.
- Communicates, documents and coordinates with end users on installing upgrades, service packs, enhancements and modifications to corporate systems and technologies.
- Creates software deployment packages for current and new applications,



including upgrades/patches and Microsoft Office and Windows deployment.
- Maintains software and hardware inventories , conducts research, and provides recommendations for new technology solutions.
- Assists in setting up and operating IT technologies for Council and Committee meetings.
- Deploys new and replacement mobile devices and workstations, laptops, and peripherals.

Diploma or degree in Technology, Computer Science, Information Technology, or related degree and/or experience with the Microsoft Certified Professional designation.
Demonstrated experience providing support, troubleshooting, maintenance, and upgrade routines for Windows environments (e.g., Windows 10/11). In-depth knowledge of Adobe and Microsoft Office suites and tools. One to two years of demonstrated level 1-2 technical support in a service desk role. Support emphasizes customer service, personal computer technology and software, including desktop computers, laptops, tablets, printers, and cell phones. Performs software installations, support, troubleshooting, maintenance, and upgrades for all corporate software.
Experience with MSI application tools (or a suitable software automation, distribution, and deployment tool), creating and distributing MSI packages for corporate software application deployments and upgrades.
Excellent written and verbal communication skills and the ability to communicate technical concepts and requirements in non-technical terms.
Knowledge of and demonstrated ability in corporate core competencies, including customer service, communication, teamwork, initiative/self-management, accountability, and flexibility/adaptability.
Demonstrated knowledge and experience in operating and maintaining Active Directory, PCs, Servers, and virtual/cloud systems is an asset.

Subject to overtime and/or flexible hours, including after-hours and weekends in order to meet deadlines and resolve problems.




The City of Woodstock is a fully in-office workplace where employees are expected to work onsite.
The City of Woodstock is committed to diversity and inclusivity in employment and welcomes applications from qualified individuals of diverse backgrounds. We embrace equity, diversity, justice, inclusion and belonging and we’re committed to building a team that represents many backgrounds, perspectives and skills, representative of the communities we serve. If this sounds like an environment in which you would like to work, apply here today! Immediate family member, as per City of Woodstock Nepotism Policy, HR-015, shall not be employed in the City of Woodstock in any capacity under the following circumstances, but not limited to wherein the family member is in a supervisory or management capacity or responsible for the work of the individual or the department. A conflict of interest must be declared to the Director of Human Resources as outlined in the City of Woodstock Nepotism Policy, HR-015 as soon as it has been identified.
In accordance with the and the Ontario Human Rights Code , the City of Woodstock will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform the City’s Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation by contacting View email address on cityofwoodstock.applytojob.com. In accordance with the Municipal Freedom of Information & Protection of Personal Privacy Act , personal information collected will only be used for candidate selection. Satisfactory passing of a criminal record check and reference checks as well as proof of qualifications will be required of any successful candidate(s) for this position.
We invite all qualified applicants to submit their resume and cover letter via online at .
No artificial intelligence tools are used to screen, assess, or select applicants for this position. Artificial intelligence tools may be used to help recruiters identify potential candidates on external platforms.

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