Desktop Support Analyst

Position Type: Fixed Term Contract – OPSEU represented
Duration: Twelve (12) Months

Location: Mississauga, ON

Job Band: 3

Hiring Range: $25.83 - $31.79/hour

Hours of work: 36.25 hours/week

Reporting to: Supervisor, IT Support

This posting is applicable to: Internal/External Applicants

Skilled Trades Ontario (STO) is a Crown agency responsible for skilled trades

certification in Ontario, which includes:

• Establishing apprenticeship programs, including training standards, curriculum

standards and certification exams.

• Administering apprenticeship programs, including approving apprentices and

sponsors, registering training agreements and assessing applications for

apprenticeship program completion.

• Issuing certificates of apprenticeship to completed Ontario apprentices.
• Assessing experience and qualifications of individuals who have not

completed an apprenticeship program in Ontario.

• Administering exams, including certifying exams, in all trades subject to

certifying exams.

• Issuing Certificates of Qualification in all trades with certifying exams.
• Renewing Certificates of Qualification in compulsory trades.
• Maintaining a Public Register of people authorized to work in compulsory

trades.

• Researching apprenticeships and the trades.

The Desktop Support Analyst assists staff with technical support for desktop computers,

applications and related technology at Skilled Trades Ontario (STO). In this role, areas of

support include operations, installation and testing of computer systems and peripherals

within established standards and guidelines. Activities require interaction with application

software and operating systems to diagnose and resolve unique, non-recurring

problems. The position utilizes one-on-one consultancy to end-users, while also

performing maintenance and testing of the network servers and associated equipment.

SKILLED TRADES ONTARIO SDESKTOP SUPPORT ANALYST

Responsibilities:

• Provides Service Desk support to users via phone, teams, email or desk side, other

locations as required;

• Responsible for resolving tickets and service requests, related to laptops, desktops,

peripherals (e.g. printers, monitors, IP phones, etc.), accessories (e.g. mice, key-

boards, headsets, etc.), mobile devices and STO’s supported applications;

• Provides user account and access management services including set-up, change

and removal of accounts (login ID’s) that provide access to the applications and data

in the current infrastructure environment. Additional activities under the account man-

agement services include creating and administering network access and email distri-

bution lists and ensuring documentation and policies are enforced and procedures

and protocols are maintained;

• Collects, organizes and documents all problems and solutions in the Service Desk

ticketing System;

• Develops, implements, and/or participates in the preparation of user training. Assists

with maintaining and updating service desk training materials;

• Updates and maintains inventory records of all user assets (Hardware and software);
• Responsible for setting specifications, hardening and installations, upgrades and im-

aging of laptop and desktops;

• Leads and participates in all processes and controls surrounding end-user

onboarding, exiting and internal moves;

• Assists the infrastructure team in monitoring and maintaining STO’s centralized

server and networks and all administrative tasks associated with their operation;

• Works with vendor support contacts to resolve technical problems with desktop com-

puting equipment and software;

• Support infrastructure team on all endpoint devices access operations (including but

not limited to server, network and other backend issues);

• Provide training to staff on the use of STO approved hardware and software;
• Support IT management in the purchasing and maintenance of all STO end user

hardware and software;

• Assists with delivering desktop technology within the scope of corporate initia-

tives. Ensures all audit and Information Security processes and policies are ad-

hered to;

• Regularly lifts, carries, and moves computer equipment, monitors, peripherals,

and related technology devices weighing up to 50 pounds as part of equipment

deployment, replacement, and support activities.

SKILLED TRADES ONTARIO SDESKTOP SUPPORT ANALYST

Qualifications:

• University or College degree in Information Technology/Systems Computer Sci-

ence or related field or equivalent experience;

• Proven years of experience in desktop support required, with a strong customer

service focus;

• Valid G class driver's license and be able to travel between organizational loca-

tions as required.

• Experience working in a network and a cloud environment and ability to perform

troubleshooting of network cloud devices issues, desktop software, printing prob-

lems;

• Experience in the creation and review of technical documentation;
• Experience in working with current and emerging technologies and applications

such as Office 365, Adobe Acrobat Pro, SharePoint, Azure, MS Defender, Win-

dows bitlocker, Microsoft Global Secure Access, PowerBI, Miro, Intune (admin)

Scripts

• Completed or near completion for the following certifications:

o CompTIA A+, CompTIA Network+

o Microsoft 365 Certified Fundamentals

• Nice to have the following certifications:

o Microsoft Certified Azure Administrator Associate

o Microsoft Office specialist Expert

o ITIL Foundation

Knowledge of:

• Microsoft windows 10/11 TCP/IP, DNS, DHCP, network cabling, PC Imaging and

software packaging;

• Supporting Microsoft Office 365 and Morden Workplace concepts, apps and tools

and other software applications;

• End-user technologies including PC hardware, IOS, Android tablets, mobile de-

vices and network protocols;

Skills include:

• Ability to learn and apply new technologies and introduce them to the STO end

user environment;

• Strong verbal communication skills to provide systems support and provide one-

to-one and group training to STO’s users;

SKILLED TRADES ONTARIO SDESKTOP SUPPORT ANALYST

• Strong written communication skills to prepare systems documentation, proce-

dures and training materials;

• Ability to communicate at all levels of the business. Able to articulate technical in-

formation to both technical and non-technical audiences;

• Strong interpersonal, troubleshooting and organizational skills;
• Ability to multitask and prioritize duties appropriately;
• Ability to work well independently, as well as part of a team;

What STO Offers:

• Work-life balance
• Comprehensive health and dental benefits
• RRSP matching (up to 6%)
• Employee Assistance Program (EAP) through TELUS Health with employee perks

Our Recruitment Process Includes:

• Step 1: Resume Screening
• Step 2: Phone Screening
• Step 3: Panel Interview(s)/Assignment
• Step 4: Selection
• Step 5: Offer of Employment

How to Apply: Please submit your resume to ADP via by October 26,
2026:
https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=ca76

3c0a-275d-409e-95c5-

2b5d98d0de89&ccId=19000101_000001&lang=en_CA&jobId=9202315844246_1&&sour

ce=EN

We thank all applicants for their interest and will only contact those whose skills,

knowledge, and experience most closely match the requirements of the position.

Skilled Trades Ontario embraces diversity and is committed to creating an inclusive workplace.
Our goal is to attract, develop and retain highly talented employees from diverse backgrounds,
allowing us to benefit from a wide variety of experiences and perspectives. In accordance with
the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, 2005, and
Skilled Trades Ontario’s Accommodation Policy, accommodation will be provided at any point

SKILLED TRADES ONTARIO SDESKTOP SUPPORT ANALYST

throughout the hiring process, provided the candidate makes their accommodation needs known
to Skilled Trades Ontario. We welcome applications from all qualified persons.

Skilled Trades Ontario is an equal opportunity employer.

SKILLED TRADES ONTARIO SDESKTOP SUPPORT ANALYST