Information Technology Service Desk Assistant

About the job
The Team you are Joining – Who We Are:

The Halton Regional Police Service contributes to the safety and well-being of more than 620,000 residents in Halton Region which includes the Towns of Milton, Halton Hills and Oakville, and the City of Burlington. It is our continual pursuit of excellence that keeps Halton at the forefront of policing and as a leader in the public safety arena. Through upstream approaches, partner collaboration, training, community engagement and a strong focus on inclusion and diversity, we have been able to maintain Halton’s status as the safest Canadian municipality with a population of 100,000 or more. This is exemplified through deep collaboration between our growing team of over 1,100 members and our residents, businesses, non-profit organizations, and municipal governments.

About the Role – How you will Contribute to the Service:

The Information Technology Department is currently seeking a dedicated Full-time Information Technology Service Desk Assistant. This is your chance to play a key role in ensuring our HRPS stays at the forefront of tech solutions and in supporting our evolving technology needs. As a Level 1 support professional, you will serve as the first point of contact for technical assistance, providing prompt, efficient, and courteous resolution to end-user issues. This position offers an excellent opportunity to launch your career in IT support, with the chance to learn and grow alongside experienced professionals. In this role, you will be responsible for handling IT Service Desk calls, resolving issues that can be addressed through the service desk, and logging all service requests. You will also assign tickets to the appropriate Technical Support teams for further action.

Your primary duties will include troubleshooting, triaging, and resolving a variety of technical issues, from software concerns to end-user hardware problems. You’ll be responsible for logging incidents, prioritizing support tickets, and escalating more complex issues to higher-level support teams when necessary. You will have the opportunity to contribute to the development and upkeep of our knowledge base, ensuring that accurate and up-to-date information is readily accessible to both end-users and team members. If you’re ready to jumpstart your career in IT support while contributing to the safety and success of our community, we want YOU to be part of our team! Apply today and be a part of something that truly matters!

Here’s what you will get to do:

Receives calls from Service users via the main IT service number. Performs first level diagnosis and information collection.Resolves various user and/or system issues, including changing passwords, mapping shared drives, adding access to shared drives, and setting up phone plans.Provides information and suggestions to users to address user problems and prevent and/or resolve future problems.Logs calls for service and requests for new hardware and software in the incident management system.Distributes work tickets based on ticket priority, problem type, skill set and number of tickets currently assignedCreates user documentation and provides training to users on various applications.Implement Move/Add/Change procedure to address employee transfers, new hires, terminations and information updates.Prepares purchase orders for equipment purchases.Schedules appointments with vendors.Produces reports and statistics from incident management system as requested.Performs daily maintenance duties for the IT group by maintaining records, distributing hardware and software, and monitoring network and systems status.Monitors system alarms and notifies appropriate person when alarm sounds.Other related duties as assigned.

What you’ll Bring to the Role:

Education, Certifications and Qualifications: High school diploma plus additional completed computer related diploma/post-secondary education.

The following certifications are considered an asset: CompTIA A+, ITIL Foundation, Microsoft certification (Associate Level) Network+ certification, Certified Desktop Support Technician (CDST)

Previous Experience, Knowledge, and Skills: Minimum 1 year of experience in a high-volume help desk environment.

Training or technical familiarities with Microsoft Windows Operating Systems, Microsoft Office products, incident management software, antivirus software and phone system experience will be considered an asset.

Note: The successful applicant will need to pass a background check to the satisfaction of the Service which will include reference checks with previous employers, verification of educational achievements, and a criminal background screen.

What We Offer:

We offer the opportunity to join a progressive work environment with a leading police service. Our Service is committed to the values of Trust and Respect, Integrity, Accountability, Excellence, Teamwork and Justice. We provide our employees with a competitive salary and benefits package which includes but is not limited to comprehensive healthcare benefits, training and development opportunities, paid leave, onsite fitness opportunities, access to wellness resources and participation in a defined benefit pension plan – Ontario Municipal Employee Retirement System (O.M.E.R.S.). This position is based out of our Oakville Headquarters facility which is located at the QEW and North Service Road West.

Salary Range: $61,602.00 – $68,446.00 per annum

How to be Considered for This Exciting Opportunity:

Please apply on line with a resume and a detailed letter outlining your experience and skills and how they relate to this role with the Service. This should be forwarded in confidence to our Staffing Advisor, Human Resource Services, quoting Competition #51-C-25A by June 9, 2025. All applications must be submitted to the Service’s on-line system https://haltonpolice.talentpoolbuilder.com to be considered for this vacancy.**Various skill assessments may be administered as part of the selection criteria.

Please Note: The Halton Regional Police Service and HRPA are working on modernizing the job evaluation program. Once the program has been established, all civilian positions, including this position, will be evaluated under the new job evaluation program which may result in a change to the rate of compensation.

The Halton Regional Police Service strives to be an accessible and inclusive organization. We are committed to fairness and equity in employment and our recruitment and selection practices. We encourage and welcome applications from all who may contribute to the further diversification of our organization. Should you require an accommodation under the Ontario Human Rights Code (OHRC) and/or the Accessibility for Ontarians with Disabilities Act (AODA) during any stage of the recruitment process, we will work with you to remove any barriers. Please do not hesitate to let us know by contacting us for assistance at civilianrecruiting@haltonpolice.ca.

We thank all applicants for their interest in joining our organization. Only those who are selected to advance through the recruitment process will be contacted by our team.