Field Support Analyst
Halifax Regional Municipality
Halifax Regional Municipality is inviting applications for one (1) permanent, full-time position of Field Support Analyst in Information Technology.
Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality’s core values. We have an Employment Equity Policy, and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application.
Reporting to the Manager Client Services, this position is responsible for the resolution, tracking and follow-up of incidents and service requests received via HRM’s ticketing system. The position will provide desktop/ laptop/ tablet, mobile computing, cabling and telephony support, repair and installation to end users and will be responsible for the resolution or escalation to appropriate resource. In addition, this position may provide technical support to the audio visual and Council Technology systems for Halifax Regional Council as needed.
DUTIES AND RESPONSIBILITIES: Provide first class customer service to HRM employeesReceive incidents and service requests from the HRM IT Service Desk/ HRM Ticketing System and take appropriate actionRecord and Maintain inventory and configuration information on HRM technology assetsFacilitates proper asset disposal and data destruction according to HRM guidelinesAnalyze reported problems efficiently and troubleshoot issues to provide solutionsClassify and categorize incidents; prioritize incidents to ensure timely resolution through either Tier 1 support or assignments to Tier 2 external service providersPreparation and installation of software and hardware as required; including imaging and software deployment and configurationFollow up on unresolved calls and keep customers advised on progressNotify appropriate resources when a potential major incident or trend has been detectedProactively recommend solutions to other IT staff where requiredPerform analysis to determine commonly occurring problems and recommend solutionsConnection / Patching of network and telephony drops; including: replacing UPS and UPS batteries, request & coordinate cabinet lock changes, mounting of network equipment (configured by network team), notify service desk to order network patch cables as required and maintain patch cables/ closetsPoint of contact for cabling contractors/service provider for physical access and technical inquiriesQUALIFICATIONS:
Education and Experience: Diploma in Computer Science or related field, or suitable combination of formal education and experienceHold a recognized Help Desk / Service Desk, Desktop Support or Networking designation and be willing to maintain these designationsThree years’ experience in an IT environment with software, hardware and network troubleshootingMust have a valid NS Driver's License and access to a vehicleTechnical / Job Specific Knowledge and Abilities: Strong desktop hardware knowledge and troubleshooting skills (e.g. desktop computers, laptops, tablets, mobile devices, network adapters, scanners, printers, plotters, monitors, meeting room technology)Experience providing exceptional service and supportExperience with wired and wireless network and telephony troubleshootingExperience using remote troubleshooting toolsAbility to develop and implement solutions independentlySuperior knowledge of common desktop/mobile applications and mobile computingExcellent knowledge of Microsoft Office suite and experience with all Windows operating systemsWorking knowledge of Microsoft System Center Configuration Manager (SCCM) an assetAnalytical thinking and problem solving to identify and assess user/ account/client/system problems resulting from equipment failures, operating system configurations and application errors; recommend and/or initiate solutions using diagnostic hardware and software tools and techniques; recommend effective utilization of HRM computer hardware and software applicationsWell-developed customer service skills to professionally speak with customers and provide a high-quality servicePositive attitude, dedication to problem solving, being patient with customers and supporting them through to resolution; to deliver excellent service the Field Support Analyst must listen and understand end users concerns and be attentive to feedback to continue to improve IT servicesStrong written skills to prepare documentation and communicate in a professional manner to clients and other internal IT staffAbility to schedule, organize, and prioritize tasks in a high-pressure environmentAnalytical and evaluation skills to classify and categorize incidents and to notify the Manager and Senior Technical resources of any potential major incidents or trendsInvestigation of hardware and software to identify deficiencies in hardware, software or network configurations and /or processesPosition works within relevant HRM and IT policies, guidelines and directives for the use and development of information & communication technology and delivery of related support services and within well-defined and established practices and procedures for the operation and use of systems, network equipment, hardware, software and peripheralsPosition works closely with Manager of Client Services, IT Service Desk, Tier 2 support groups, and external support contactsSecurity Clearance Requirements: This position will require the successful applicants to pass a security clearance check.
Please note: Testing may be conducted as a component of the selection process to assess technical and job specific knowledge. Candidates, who are selected for testing, may be tested in a group setting, scheduled at the employer’s discretion.
COMPETENCIES: Analytical Thinking, Communications, Conflict Management, Customer Service, Organizational Awareness, Organization and Planning, Risk Management, Teamwork and Cooperation, Valuing Diversity, Values and Ethics
WORK STATUS: Permanent, full-time
HOURS OF WORK: 8:30am to 4:30pm, Monday to Friday; 35 hours per week
SALARY: NSGEU Local 222 IS Level 4; $44.15 per hour. The employee will be required, after the sufficient training period, to participate in scheduled on-call rotation.
WORK LOCATION: Barrington Tower, Halifax
CLOSING DATE: Applications will be received up to 11:59 pm on Monday, June 30, 2025.
This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates.
Please note: We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted.
To ensure a fair and equitable hiring process, candidates are expected to complete all parts of the recruitment process, including assessments, assignments, and interviews independently and without the use of artificial intelligence (AI) tools or other forms of external assistance. The use of AI to complete any component of the hiring process is not permitted and may result in disqualification from consideration.
During the recruitment process, applicants have the right to request an accommodation. Applicants invited to participate in an assessment process (such as interview or testing) and who require an accommodation, should discuss their needs with the recruiter when invited to the assessment process. For more information on our accommodation process please click on the link; Accommodations | Hiring | Employment | Halifax
(Position # 72283771)
Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality’s core values. We have an Employment Equity Policy, and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application.
Reporting to the Manager Client Services, this position is responsible for the resolution, tracking and follow-up of incidents and service requests received via HRM’s ticketing system. The position will provide desktop/ laptop/ tablet, mobile computing, cabling and telephony support, repair and installation to end users and will be responsible for the resolution or escalation to appropriate resource. In addition, this position may provide technical support to the audio visual and Council Technology systems for Halifax Regional Council as needed.
DUTIES AND RESPONSIBILITIES: Provide first class customer service to HRM employeesReceive incidents and service requests from the HRM IT Service Desk/ HRM Ticketing System and take appropriate actionRecord and Maintain inventory and configuration information on HRM technology assetsFacilitates proper asset disposal and data destruction according to HRM guidelinesAnalyze reported problems efficiently and troubleshoot issues to provide solutionsClassify and categorize incidents; prioritize incidents to ensure timely resolution through either Tier 1 support or assignments to Tier 2 external service providersPreparation and installation of software and hardware as required; including imaging and software deployment and configurationFollow up on unresolved calls and keep customers advised on progressNotify appropriate resources when a potential major incident or trend has been detectedProactively recommend solutions to other IT staff where requiredPerform analysis to determine commonly occurring problems and recommend solutionsConnection / Patching of network and telephony drops; including: replacing UPS and UPS batteries, request & coordinate cabinet lock changes, mounting of network equipment (configured by network team), notify service desk to order network patch cables as required and maintain patch cables/ closetsPoint of contact for cabling contractors/service provider for physical access and technical inquiriesQUALIFICATIONS:
Education and Experience: Diploma in Computer Science or related field, or suitable combination of formal education and experienceHold a recognized Help Desk / Service Desk, Desktop Support or Networking designation and be willing to maintain these designationsThree years’ experience in an IT environment with software, hardware and network troubleshootingMust have a valid NS Driver's License and access to a vehicleTechnical / Job Specific Knowledge and Abilities: Strong desktop hardware knowledge and troubleshooting skills (e.g. desktop computers, laptops, tablets, mobile devices, network adapters, scanners, printers, plotters, monitors, meeting room technology)Experience providing exceptional service and supportExperience with wired and wireless network and telephony troubleshootingExperience using remote troubleshooting toolsAbility to develop and implement solutions independentlySuperior knowledge of common desktop/mobile applications and mobile computingExcellent knowledge of Microsoft Office suite and experience with all Windows operating systemsWorking knowledge of Microsoft System Center Configuration Manager (SCCM) an assetAnalytical thinking and problem solving to identify and assess user/ account/client/system problems resulting from equipment failures, operating system configurations and application errors; recommend and/or initiate solutions using diagnostic hardware and software tools and techniques; recommend effective utilization of HRM computer hardware and software applicationsWell-developed customer service skills to professionally speak with customers and provide a high-quality servicePositive attitude, dedication to problem solving, being patient with customers and supporting them through to resolution; to deliver excellent service the Field Support Analyst must listen and understand end users concerns and be attentive to feedback to continue to improve IT servicesStrong written skills to prepare documentation and communicate in a professional manner to clients and other internal IT staffAbility to schedule, organize, and prioritize tasks in a high-pressure environmentAnalytical and evaluation skills to classify and categorize incidents and to notify the Manager and Senior Technical resources of any potential major incidents or trendsInvestigation of hardware and software to identify deficiencies in hardware, software or network configurations and /or processesPosition works within relevant HRM and IT policies, guidelines and directives for the use and development of information & communication technology and delivery of related support services and within well-defined and established practices and procedures for the operation and use of systems, network equipment, hardware, software and peripheralsPosition works closely with Manager of Client Services, IT Service Desk, Tier 2 support groups, and external support contactsSecurity Clearance Requirements: This position will require the successful applicants to pass a security clearance check.
Please note: Testing may be conducted as a component of the selection process to assess technical and job specific knowledge. Candidates, who are selected for testing, may be tested in a group setting, scheduled at the employer’s discretion.
COMPETENCIES: Analytical Thinking, Communications, Conflict Management, Customer Service, Organizational Awareness, Organization and Planning, Risk Management, Teamwork and Cooperation, Valuing Diversity, Values and Ethics
WORK STATUS: Permanent, full-time
HOURS OF WORK: 8:30am to 4:30pm, Monday to Friday; 35 hours per week
SALARY: NSGEU Local 222 IS Level 4; $44.15 per hour. The employee will be required, after the sufficient training period, to participate in scheduled on-call rotation.
WORK LOCATION: Barrington Tower, Halifax
CLOSING DATE: Applications will be received up to 11:59 pm on Monday, June 30, 2025.
This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates.
Please note: We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted.
To ensure a fair and equitable hiring process, candidates are expected to complete all parts of the recruitment process, including assessments, assignments, and interviews independently and without the use of artificial intelligence (AI) tools or other forms of external assistance. The use of AI to complete any component of the hiring process is not permitted and may result in disqualification from consideration.
During the recruitment process, applicants have the right to request an accommodation. Applicants invited to participate in an assessment process (such as interview or testing) and who require an accommodation, should discuss their needs with the recruiter when invited to the assessment process. For more information on our accommodation process please click on the link; Accommodations | Hiring | Employment | Halifax
(Position # 72283771)
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