Job Number:

Job Title: Service Desk Analyst

Department: Digital Transformation & Security

Job Type: Permanent Full Time

Vacancy Type:

New

City, Province: Kingston, Ontario

Job Category: Information Systems

Open Positions: 1

Posting Date: July 28, 2026

Closing Date: August 4, 2026

Salary: $71,958.04 - $97,294.15/Year

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Primary Duties

The Service Desk Analyst provides first-level technical support to Utilities Kingston employees by delivering timely and effective IT service desk support. The role is responsible for supporting user onboarding and offboarding, provisioning and maintaining hardware, software, and system access, troubleshooting technical issues, and ensuring the reliable operation of end-user technology and related IT services.

Major Responsibilities:
1. Respond to and resolve IT service requests and incidents by providing first-level technical support for hardware, software, network connectivity, mobile devices, and other end-user technologies.
2. Diagnose and troubleshoot technical issues, escalating complex problems to appropriate IT teams in accordance with established procedures.
3. Fulfill user requests for hardware and software procurement, system access, software installation, device configuration, and other IT services while ensuring compliance with organizational policies and security standards.
4. Accurately document incidents, service requests, resolutions, and support activities within the IT service management system.
5. Communicate effectively with end users by providing timely updates, explaining technical information in an understandable manner, and ensuring a high level of customer service.
6. Develop, maintain, and contribute to knowledge base articles, support documentation, and standard operating procedures to improve service delivery and promote self-service resources.
7. Monitor service desk performance, service levels, and ticket trends, identifying recurring issues and recommending process improvements.
8. Support IT security and governance activities by assisting with reporting, audits, and compliance requirements.
9. Coordinate with internal IT teams and external vendors to resolve technical issues, fulfill service requests, and support the delivery of IT services.

Education, Certification and Other Qualifications Required

Skills & Abilities:
• Advanced technical troubleshooting, analytical, and problem-solving skills with the ability to diagnose and resolve a broad range of end-user technology issues.
• Advanced customer service, interpersonal, and communication skills, with the ability to explain technical information to non-technical users.
• Advanced organizational, prioritization, and time management skills, with the ability to manage multiple priorities and meet established service levels.
• Advanced attention to detail and ability to accurately document incidents, resolutions, and technical procedures.
• Ability to collaborate effectively with cross-functional teams, vendors, and business stakeholders.
• Advanced written communication skills, including the ability to develop and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Commitment to continuous learning, adaptability, and process improvement.
• Ability to maintain confidentiality, exercise sound judgment and handle sensitive information in accordance with organizational policies and security requirements.

Knowledge:
• Advanced knowledge of MS365 applications and Windows operating systems.
• Advanced knowledge of IT service management principles, including incident, request, and knowledge management (ITIL framework).
• Advanced knowledge of computer hardware, peripheral devices, software installation, configuration, and troubleshooting.
• Intermediate knowledge of endpoint management, device provisioning, and software deployment.
• Intermediate knowledge of identity and access management, including user account administration and multi-factor authentication.
• Intermediate knowledge of networking fundamentals, wireless connectivity, and remote access technologies.
• Intermediate knowledge of cybersecurity principles, information security best practices, and access management.
• Basic knowledge of Occupational Health and Safety requirements as it relates to individuals, the organization, and operational requirements

Experience:
• Post secondary diploma in Computer Technician Support, Information Technology, Computer Science or a related field
• Minimum 2 years of experience in a technical support or IT service desk role

Special Working Conditions/Conditions of Employment
• Maintain a valid Class "G" driver's license throughout employment
• A Criminal Record Check, to the satisfaction of Utilities Kingston, will be required at the successful candidate's expense
• This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. The incumbent may be asked to perform other duties which may be assigned from time to time.
• This position is located on-site in Kingston, Ontario

Your resume and/or cover letter must clearly demonstrate how you meet the requirements of the position.

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