Description
Career Opportunity
CUPE NTB 639 - Help Desk Analyst Temporary 12-Month Contract
JE Code - 12
Posted December 5, 2025
Internal/External
Date of Appointment: As Soon as Possible
Reporting to:
Manager of ICT Client Support
Description:
- Responsible for handling all incoming ICT tickets, clearly record reported problem, investigate helpdesk software knowledge base and investigate vendor knowledge bases for possible solutions;
- Provide first level support by working with user to resolve issue and close ticket. When necessary escalate advanced problems to the appropriate ICT section;
- Ensure urgent issues are brought to the attention of a manager and monitor helpdesk system for dated response on tickets escalating if necessary;
- Account management for active directory and all HWCDSB applications;
- Perform software and desktop operating system installs/upgrades remotely;
- Provide end users technical support. Communicate with end users effectively to troubleshoot problems and resolve in a timely manner;
- Participate in project meetings applicable to user support;
- Attend training courses of new administrative applications and releases. Prepare support documentation, quick reference cards, guidelines and procedures. Update technical and user documentation as required;
- Setup computer user profiles on workstations for end users when necessary;
- Prepare purchase requisitions for new orders and ongoing maintenance contracts;
- Maintain all equipment and software records up to date in appropriate databases; Manage the maintenance renewal process;
- Responsible for keeping minutes at department and/or project meetings as required;
- Create and manage/monitor guest Wi-Fi accounts;
- Prepare hardware (mobile devices, desktops) with standard image and possibly customize to be ready for installation
- Perform other duties as required.
- 2 Year College Diploma - Diploma in Business or Computer Studies preferred;
- 2 years' experience in a Helpdesk and/or application, technical support
- Ability to diagnose and troubleshoot software, hardware, peripherals and network connectivity problems;
- Experience troubleshooting and extensive knowledge of the Microsoft suite, Office 365 and HWCDSB applications;
- Demonstrable diagnostic, analytical and problem solving skills;
- Ability to articulate clear concise directions to end-users;
- Demonstrated commitment to excellence in customer-service and a proven desire to continue learning new technologies;
- Proven interpersonal and communication skills both oral and written;
- Willingness to work in a team environment;
- Maturity in dealing with confidential information.
Salary: Clerical Job Category 6 (C.U.P.E.) $29.00- $32.17
Last date for consideration: Monday, December 15, 2025 at 4:00 p.m.
Applicants shall submit a resume and cover letter to Apply to Education.
Please include the full posting title within the subject line. Thank you to all applicants who submit their application. Please note only those applicants eligible for an interview will be contacted.
Schools and administrative sites within the Hamilton-Wentworth Catholic District School Board (HWCDSB) give witness to the truth that Jesus Christ is the foundation and the heart of Catholic Education and the centre of its community. Central to this vibrant and student focused system is a vision of students as uniquely created in the image of God. This commitment is expressed and realized in the Board's Mission which is:
“In union with our Bishop, to enable all learners to realize the fullness of humanity of which our
Lord Jesus Christ is the model”
Hamilton-Wentworth Catholic District School Board (HWCDSB) is committed to equity and inclusion in the recruitment and hiring of qualified staff who reflect the diversity of students and our community. We actively encourage applications from members of groups with historical and/or current barriers to equity, including, but not limited to:
- First Nations, Métis and Inuit peoples, and all other Indigenous peoples;
- members of groups that commonly experience discrimination due to race, ancestry, colour or place of origin;
- persons with visible and/or invisible (physical and/or mental) disabilities.
- value, promote and encourage the hiring of staff from under-represented communities;
- value applicants' additional experiences, lived experience, skills, backgrounds and perspectives
- collect voluntary self-identification data from applicants in accordance with the Ontario Human Rights Code, HWCDSB's Teacher Hiring Practices Administrative Procedures, and Ontario's Anti -Racism Data Standards.
The HWCDSB is also an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. We also recognize our duty to accommodate and foster a culture of inclusion. We will provide accommodations during the hiring process. If an accommodation is required, please inform the Human Resources Team or Hiring Manager in advance of any part of the process. All information received relating to a candidate's required accommodation will be addressed confidentially.
