Service Analyst - Chatham, Ontario, NME, Canada
1 day ago
Job description
Job Status: Temporary Full-Time
Union: Non-Union
Number of Positions: 1
Hours of Work: 35
Location: Civic Centre
Closing Date: February 19, 2026, 11:59pm EST. Applications received after this deadline will not be accepted.
The Municipality of Chatham-Kent has an opening for a temporary full-time Service Analyst in the Information Technology & Transformation division. This temporary full-time position is for a period up to December 2026.
Job description
The Service Analyst is a member of the Service Management Team within the Information Technology & Transformation department and provides support for over 1200 computers and approximately 1500 users at 89 sites spread throughout a large geographic area in Chatham-Kent. The team supports over 30 diverse business units, each with their own unique requirements and expectations. The Service Management team is responsible for the deployment and management of all end-user devices (desktops, laptops, tablets), initial troubleshooting for LAN/WAN and wireless connectivity, telecommunication devices (i.e. iOS and Android), audio/visual equipment and various other deskside devices. The Service Analyst uses tools such as Microsoft System Centre Configuration Manager and Intune to centrally manage the workstation and mobile device fleet while using Topdesk as a ticketing and asset management system.
This temporary full-time position will focus on the development of new device management policies within the Intune platform and will optimize existing policies and support procedures. This temporary position will focus on improving operating system and software updates, redeveloping device deployment procedures, migrating device management policies from legacy systems, and training of staff on the new procedures and configurations.
Essential responsibilities
- Demonstrate Chatham-Kent's core values and competencies
- Display excellent judgment and able to work independently with minimal direction
- Develop new operating system and software update procedures within Intune and monitoring.
- Develop new device deployment procedures, create documentation and train technical staff.
- Review existing group policies for devices, provide recommendations for improvements.
- Monitor and address assigned issues and changes to ensure timely resolution; update stakeholders regularly
- Maintain baseline system configuration control records according to organizational policies
- Organize and schedule upgrades and maintenance
- Independently connect with users to perform troubleshooting to diagnose and resolve issues
- Communicate and provide effective support in-person, via phone and remotely
- Contribute to the documentation of IT standard operating procedures
- Provide high degree of precision and accuracy in documentation and investigative procedures
- Compile, maintain and keep up-to-date documentation on the Knowledge Base portal
- Maintain updated knowledgebase as appropriate to ensure relevant information is available to other team members
- Install and configure appropriate software and functions according to specifications
- Maintain end-user hardware and software asset inventory in the asset tracking system
- Use initiative when resolving an issue if the solution is not immediately apparent
- Communicate issues within the ITT team to second level support; ensure accurate and relevant information when escalating
- Proactively explore solutions to make IT processes more efficient
- Evaluate and report on new tools and trends in the IT industry
- Prepare and recommend policy changes to the Manager
- Assist in identifying widespread problems with hardware or software and proactively engage respective teams for support
- Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
- Provide suggestions for continual improvement
- Escalate problems and emerging trends to Manager if the issue is a major incident
- Work with other technicians to determine problem root cause and ensure resolution for the customer
- Work with external IT depts., vendors and business units to determine requirements and solutions
Essential qualifications
- College diploma or university degree (preferably in a computer science program), with two to four years of related experience
- Excellent customer service and communication skills, both verbal and written
- Experience with Microsoft System Center including: Configuration Manager (SCCM), Operations Manager (SCOM) and Service Manager (SCSM)
- Strong knowledge of Active Directory and Group Policy Objects
- Experience with Microsoft Office & Office 365 administration and applications (Word, Excel, PowerPoint, Outlook, OneNote)
- Knowledge of communication platforms and management systems such as Microsoft Exchange, and Microsoft Teams.,
- Knowledge of physical computer components and architectures, including the functions of various components and peripherals (e.g. CPUs, Network Interface Cards, data storage)
- Experience with IT system operation, maintenance and security
- Skilled in identifying, anticipating and correcting workstation performance or configuration problem
- Ability to accurately define and resolve incidents, problems, and events through a ticketing system
- Ability to learn, understand and apply new developments in workstations, operating systems, telecommunications hardware and software, network LAN/WAN, wireless, and application software
- Ability to develop and interpret technical documentation
- Ability to function effectively in a dynamic, fast-paced environment
- Ability to apply cybersecurity and privacy principles
- Ability to collaborate and communicate effectively in a team environment
Certifications, memberships, licenses
- Microsoft 365 Certified: Modern Desktop Administrator Associate and MD102 (required)
- CompTIA A+ Certification (required)
- MS-900: Microsoft 365 Certified: Fundamentals (asset)
- Microsoft 365 Certified: Enterprise Administrator Expert MS-102 (asset)
Work environment/hours of work
- This position works mostly indoors
- This position works weekdays with occasional evening and weekends
Driver's licence/vehicle requirements
Because of the responsibilities, this position requires the successful candidate to have a valid class G (or higher) Ontario driver's licence; a driver's abstract will be conducted by the Municipality of Chatham-Kent. An acceptable driver's abstract will: be an original document and current (within the previous thirty (30) days); have no more than four (4) demerit points; have no more than two (2) convictions for the same offence; have no criminal code convictions; have no 'non-medical or administrative' license suspension in the preceding three (3) years; because this position may be required to drive their own vehicle, a reliable vehicle is also required.
Background check requirements
Because of the environment this position will be working in, the successful candidate will be required to furnish an original Police Information Search (criminal reference check) prior to commencement of employment.
Essential physical and/or safety requirements
- Requires non-slip footwear
- Walking: frequent walking on level surface
- Sitting: frequent sitting in chair
- Standing: frequent standing inside
- Hands: frequent fine finger dexterity (movement) and mousing
Benefits
This temporary full-time position has an hourly wage of $40.063 to $45.289 and will receive 15% in lieu of benefits (which includes group benefits, statutory & non-statutory holidays, and non-enrolment in OMERS) and 4% vacation pay. Where a permanent employee is receiving benefits and is the successful candidate for a temporary vacancy, benefits will remain as per the policy manual.
When internal employees are applying to temporary vacancy and want to maintain their permanent status: positions posted as "temporary" may be filled with permanent employees (full-time, part-time and call-in) who want to keep their permanent status provided their ability to be released to a temporary position is reviewed and approved with their current manager/supervisor before submitting an application.
________
The Municipality of Chatham-Kent is an equal opportunity employer, committed to fair and accessible employment practices that attract and retain talented employees in a workplace that is inclusive, supportive, and reflective of the diverse community we serve.
Should you require accommodations during the recruitment process, please contact Human Resources & Organizational Development (HROD) at Applicant information is collected under the authority of the Municipal Freedom of Information and Privacy legislation and will be used strictly for the purpose of candidate selection.