Helpdesk Support Agent
County of BrantCanada6 days ago
Full-timeCustomer Service
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REPORTS TO: Manager of Client Relations
LOCATION: Initial placement – Burford Administration Office
Minimum Qualifications:
The application deadline is Tuesday, November 4, 2023 at 9:00 a.m.
Date of Posting: Friday, October 24, 2025
The County of Brant is committed to providing accommodations for persons with disabilities. Accessibility accommodations are available for all stages of the recruitment process. If contacted for an employment opportunity, please advise the County if you require accommodation.
We thank all applicants and advise that only candidates to be interviewed will be contacted. Personal information submitted is collected under the Municipal Freedom of Information and Protection of Privacy Act.
LOCATION: Initial placement – Burford Administration Office
Minimum Qualifications:
- Post-secondary degree or diploma in Computer Science, Technology or related field
- Working technical knowledge of current operating systems, including Linux/Unix, Windows and MacOS environments
- 1 year experience accepting, managing and prioritizing helpdesk support requests
- Understanding of software installation procedures and basic troubleshooting techniques for common technical issues
- Familiarity with modern ITSM platforms
- Strong communication skills with a demonstrated focus on customer service
- The ability to work effectively with multiple interdisciplinary teams
- Experience with asset management and inventory processes
- An understanding of data analysis, workflow analysis and requirements gathering
- Working knowledge of Microsoft business products, including Exchange, Active Directory, Office, Teams
- Strong organizational skills with an ability to adapt to changing demands and learn new tasks
- Ability to travel to various County of Brant facilities and offices, as required
- Experience with the FreshService ITSM platform
- Experience with bulk configuration and deployment of desktop/laptop computers
- Maintain and manage the County ITSM platform, including ticket life cycles, system automations and improvements
- Conduct initial assessment of all incoming support requests and efficiently assign tickets to the appropriate team members for resolution
- Monitor ticket resolution by conducting daily reviews of completed requests, adding relevant context, and documenting official resolutions for tracking and reporting
- Respond to and resolve Level 1 support tickets, including routine technical issues such as software installations, password resets, and basic troubleshooting of hardware and applications
- Oversee the inventory and allocation of newly acquired IT hardware—including PCs, mobile devices, and accessories—ensuring accurate tracking and timely distribution across County departments
- Conduct regular audits of inventory to ensure compliance with organizational standards
- Coordinate with procurement to forecast hardware needs and manage the lifecycle of IT assets from acquisition to disposal
- Other duties as assigned
The application deadline is Tuesday, November 4, 2023 at 9:00 a.m.
Date of Posting: Friday, October 24, 2025
The County of Brant is committed to providing accommodations for persons with disabilities. Accessibility accommodations are available for all stages of the recruitment process. If contacted for an employment opportunity, please advise the County if you require accommodation.
We thank all applicants and advise that only candidates to be interviewed will be contacted. Personal information submitted is collected under the Municipal Freedom of Information and Protection of Privacy Act.
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