Technical Support Technician 2Competition Number: 26550
Primary Work Location: Waterloo Service Centre*
Posting Status: Internal & External Job Posting
Salary Range: $74,046.00 - $92,555.00 (Band H)
Number of Positions: 1 (Current Vacancy)
Employment Group: Staff Association
Job Status: Regular Full Time
Posting Release Date: August 20, 2026
Hours of Work: 35 hours per week
Posting Closing Date: August 31, 2026
What you will do:Reporting to the Manager of Consulting & Technical Support, the Technical Support Technician 2 is responsible for providing assistance to users of ITS technology products at the City of Waterloo.
- Point of contact for technical support; provide first & second tier technical assistance using various tools, including remote access.
- Identify and resolve problems as they arise relating to hardware, software or identifying network issues; apply diagnostic utilities to aid in troubleshooting.
- Receive and log calls and resolutions in TopDesk Service Desk and maintain statistics on work performed.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in troubleshooting and identify new opportunities for efficiencies.
- Perform hands on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Triage or prioritize to assess situations and determine and engage those who can best address the needs.
- Receiving, inventorying, and distributing of new equipment and the disposal of old equipment.
- Assist in supporting the fleet of printers and copiers.
- Assist with Mail and Print Room operations.
- Building Software images on hardware and in a virtual environment.
- Organize, track, and maintain hardware and software inventory.
- Assist in office relocations and movement of equipment.
- Perform post-resolution follow-ups to service requests and test fixes to ensure problem has been adequately resolved.
- Adhere to and enforce corporate standards for laptops and desktops, including security protocols.
- Assist with the computer refresh cycle.
- Maintain confidentiality and security of company documents and customers.
What you will bring:- A post-secondary education (at least a 2-year diploma) in a technology related field with a minimum 4 years' experience in a technical support role, or an equivalent combination of education and experience.
- CompTIA certification.
- Proficiency in and comprehensive knowledge of various Microsoft operating systems (e.g. Windows 10 & 11).
- Proficiency in software products including, but not limited to, Microsoft Office 2016, Microsoft Office 365, Adobe Products, TopDesk Service Desk and various internet applications.
- Some experience with Point of Sales systems.
- PC Endpoint Management using SCCM and/or InTune.
- Experience with administering a Virtual Desktop Environment (VMWare with Ommissa Horizon Administration skills).
- Project Management experience with an ability to understand, design and improve existing workflows.
- Excellent interpersonal skills and customer service orientation with a focus on rapport building, listening, and understanding user needs.
- Ability to write clear end user documentation.
- Enthusiasm for new learning opportunities.
- Ability to work effectively in a team-based environment.
- Proven analytical and problem-solving abilities.
- Valid MTO 'G' class driver's licence in good standing with access to reliable transportation for business use purposes is required to perform the job.
- A passion for promoting and maintaining a healthy and safe workplace and the ability to work respectfully and effectively in a team environment.
- Strong commitment to delivering quality customer service.
- Demonstrated commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion.
What we will require:- A Criminal Record and Judicial Matters Check satisfactory to the City.
- Ability and willingness to travel between worksites and meeting locations, as necessary, utilizing reliable, safe and efficient methods of transportation is required to perform the job.
- Proof of your current and valid certificate(s), licenses and/or educational qualification, if applicable.
*Please note: Hybrid work eligibility will be in accordance with the City's Remote Working Procedure and Application Process.
Staff Association:Qualified and eligible City of Waterloo Staff Association applicants will be considered first for this posting.
