Technical Support Technician

Technical Support Technician 2

• Competition Number: 26550
• Primary
  
  Work Location:
  
  Waterloo Service Centre*
• Posting Status:
  Internal & External Job Posting
• Salary Range: $74,046.00 - $92,555.00 (Band H)
• Number of Positions: 1 (Current Vacancy)
• Employment Group:
  Staff Association
• Job Status:
  Regular Full Time
• Posting Release Date:
  August 20, 2026
• Hours of Work: 35 hours per week
• Posting Closing Date:
  August 31, 2026

The City of Waterloo is a rewarding place to work. Each day, you will support and/or participate in the delivery of services that impact residents of this city, making it a great place to live, work and play for everyone.

Home to two world-class universities, a top-ranked college, a tech ecosystem, entrepreneurs and small businesses, there is a readiness to do things differently in Waterloo. Our vision is to be a leader in sustainability and to build a future-ready community for all. We are committed to workplace wellbeing and providing an inclusive, safe and enjoyable work environment.

For more information about the City of Waterloo’s Strategic Plan, Vision, Values and Guiding Principles, please :
City of Waterloo  Strategic Plan
.

• Supportive and caring organization that promotes respect, inclusivity, sustainability, health, safety and wellness.
• Dedication to the organization’s commitment for Reconciliation, Equity, Accessibility, Diversity and Inclusion through ongoing training and access to related programs and workshops, opportunities to connect with others around topics of social justice and equity, and opportunities to be involved with the initiatives that guide this corporate journey.
• A commitment to environmental sustainability as demonstrated in many plans and policies. For example, we are working towards reducing our corporate greenhouse gas emissions to net-zero by 2050, with real progress underway.
• Certification as a Living Wage Champion with fulsome employer-paid benefits package (extended health and dental care), including paid sick days, long-term disability, life insurance, Employee and Family Assistance Program and Maternity/Parental Leave Top-Up.
• Defined Benefit Pension Plan (OMERS) eligibility for all employees.
• Up to 10 paid Reservist Leave days per year, with single contribution OMERS buyback option for any unpaid time.
• Flexible work schedules, paid vacation and personal days, and the opportunity to bank overtime.
• Easy and sustainable commuting options through the Travel Wise program, which offers public transit discounts and a dedicated carpool network for employees.
• Substantial internal and external training and development opportunities along with opportunities to get involved and give back to the community.
• Enjoyable employee-wide events, activities, site visits, BBQs to connect with co-workers.
• Complimentary Fit Pass for access to leisure, swim, and fitness drop-in programs for employees and family members.

…And so much more!

Reporting to the Manager of Consulting & Technical Support, the Technical Support Technician 2 is responsible for providing assistance to users of ITS technology products at the City of Waterloo.

• Point of contact for technical support; provide first & second tier technical assistance using various tools, including remote access.
• Identify and resolve problems as they arise relating to hardware, software or identifying network issues; apply diagnostic utilities to aid in troubleshooting.
• Receive and log calls and resolutions in Top Desk Service Desk and maintain statistics on work performed.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in troubleshooting and identify new opportunities for efficiencies.
• Perform hands on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Triage or prioritize to assess situations and determine and engage those who can best address the needs.
• Receivi…