IT Service Desk Coordinator (Full-Time)
A career at the Town of Collingwood is more than a job; it's a pathway to thrive. Here, you'll be part of a leading-edge team working together to provide excellent services, progressive and accountable decision-making, collaboration and advocacy based on our values of leadership, integrity, respect, excellence, and financial stewardship.
If this resonates with you and you're passionate about creating meaningful community impact, then read on!
The Opportunity
Reporting to the Manager, Information Technology (IT) Services, the IT Service Desk Coordinator provides first level troubleshooting, support, maintenance and customer service to staff. The position works closely with the IT Systems Administrator to resolve most software and hardware related problems and assists the division with special projects as required.
What You Will Do
- Provide Level 1 service desk support including hardware, software, and peripherals’ support with some exposure to telephony, building security systems and access control systems. Respond to end user requests for service, through email, phone and help desk ticketing system. Communicate incident status and resolution and/or escalate as required.
- Set up and configuration of new equipment and related hardware upgrades including desktops/laptops, tablets, desk phones, cellular phones, printers, networking, servers, and storage.
- Assist with day-to-day upkeep of Microsoft Active Directory and user account management in all software applications. Maintain endpoint protection software.
- Ongoing day-to-day upkeep of Microsoft 365 services.
- Assist with software migration projects and provide support for issues arising from technology upgrades.
- Liaise with various software support vendors and coordinate hardware warranty repairs with appropriate vendors.
- Assist with Employee onboarding process including the coordination of hardware procurement, new staff orientations and training.
- Develop, update and improve service desk procedures and documentation as required. Assist the division with creating and updating policies as required.
Skills and Experience
- Three (3) years demonstrated experience in the IT field providing end-user technical support. Demonstrated experience administrating a Microsoft 365 environment is essential including User Administration, Exchange, Intune, Identity and SharePoint.
- Demonstrated experience administrating Microsoft Active Directory, Group Policy, Windows Server Update Services and other associated Microsoft technologies. Knowledge of ITIL and IT Service Management best practices is an asset.
- Excellent administrative, communication, interpersonal, organizational, time management, and public relations skills, together with the ability to use tact and discretion and to deal courteously and effectively with the public and fellow staff members. Ability to communicate effectively and provide training to users with varying levels of computer understanding.
- Ability to multi-task, cope with interruptions and work under pressure to meet multiple deadlines, exercise discretion and good judgment particularly when handling highly confidential/sensitive information. Possess a high level of initiative and personal integrity.
- Experience with Municipal Software (e.g., Microsoft Great Plains, Work tech, Cityview, PerfectMind) and GIS software would be an asset. Experience with PBX phone systems, cellular technology and structured cabling would be an asset.
Qualifications
- Post-secondary education in IT or related discipline.
- Valid Class “G” driver’s license and current Driver’s Abstract with results satisfactory to the employer. Ability and willingness to travel within the community as required.
- Possess a current Criminal Record & Judicial Matters Check (Level 2) with results satisfactory to the employer, and a valid standard first aid & CPR/AED Level C certification (or willing to obtain).
What We Offer
- Comprehensive benefits and perks: We offer a diverse range of benefits that cover health, dental, and family assistance, as well as membership in the OMERS pension plan for a secure future.
- A place to excel: We don’t just support ambitions, we cultivate them. With paid training opportunities, we help shape the skills that are essential to your professional development.
- A collaborative and supportive team: We foster a dynamic culture that thrives on the spirit of collaboration. We encourage open communication, value diverse perspectives, and celebrate the strength that comes from teamwork.
- A fulfilling career: We understand that job success is rooted in personal well-being and balance. Our dynamic work environment allows you to excel professionally while also being part of the vibrant, adventurous community that is uniquely Collingwood.
Why Collingwood
Located north of Toronto and nestled along the shores of Georgian Bay, Collingwood is an inclusive community that offers a healthy and active lifestyle in a beautiful waterfront setting, anchored by a responsible government, strong business and nonprofit networks, and an animated downtown. It offers the ideal blend of small-town charm and modern amenities, including a vibrant downtown that boasts world-class shops, restaurants, and cafes.
Collingwood’s ongoing commercial and residential growth makes it the ideal place to flourish personally and professionally.
Other Important Information
Normal hours of work are thirty-five (35) hours per week. The annual salary range is $67,067.00 to $81,481.40 ($36.85 to $44.77 per hour).
If building a stronger, more connected community inspires you, we want to hear from you! Please submit your cover letter and resume in Word or PDF format to jobs@collingwood.ca, with the subject line, “IT Service Desk Coordinator, Job Posting 2025-40” to ensure it is reviewed promptly.
We thank all applicants for showing interest in joining our team. Please note only candidates selected for an interview will be contacted directly. We look forward to your application!