Service Desk Analyst

About the role

The City of Woodstock is seeking a Service Desk Analyst to provide first‑line technical support to internal clients. You will work in a fast‑paced municipal environment, handling phone, email and in‑person requests while ensuring incidents are logged and resolved within service level agreements.

Key responsibilities

• Answer IT Service Desk calls, emails and walk‑ins, log incidents in the ticketing system and provide initial troubleshooting.
• Monitor the ticketing queue, resolve issues on first contact when possible, and escalate complex problems to the appropriate team.
• Install, configure and maintain network devices, hardware, and software across all City facilities.
• Create and deploy MSI packages for applications, Microsoft Office and Windows updates.
• Maintain hardware and software inventories and recommend new technology solutions.

Required profile

• Diploma or degree in Technology, Computer Science, Information Technology or related field, or equivalent experience.
• 1‑2 years of level 1‑2 technical support experience in a service desk environment.
• Valid Class “G” driver’s licence and reliable vehicle.
• Strong written and verbal communication skills with the ability to explain technical concepts to non‑technical users.

Required skills

• Windows 10/11 operating systems.
• Microsoft Office suite and Adobe tools.
• MSI application packaging and deployment tools.
• Ticketing system usage and basic network device configuration.
• Basic knowledge of Active Directory, PCs, servers and virtual/cloud environments (preferred).

What we offer

• Competitive salary range $71,475.79 – $85,128.85 CAD per year.
• Defined benefit pension plan (OMERS) with city‑matched contributions.
• Training opportunities and career development support.
• Full‑time, on‑site work in a supportive municipal team.