IT Service Desk Support Specialist

Salary Range: $70,578.00 To $87,398.00 Annually

Department and Commission:
Information Technology Services, Corporate Services

Affiliation:
Non-Union

Vacancy Type:
Replacement

Posting Date:
July 10, 2026

Final date to receive applications:
July 24, 2026

The City of Markham is consistently ranked among Canada’s top municipal employers. In 2026, the City received its sixth consecutive Canada’s Best Employers recognition from Forbes and Statista Inc., placing third among municipalities and 15th overall in Government Services. An award‑winning municipality, Markham is recognized for its leadership in sustainability, innovative urban planning, and strong fiscal management. Serving a diverse and growing community of more than 370,000 residents, Markham combines rich heritage with a vibrant local economy and offers employees the opportunity to contribute to meaningful, impactful work that helps strengthen the community we serve.

Join us and make a lasting difference!

The IT Service Desk Support Specialist is accountable for the ongoing operation, administration and support of corporate computer systems, peripherals and mobile smartphones for all City and Library staff. Act as the first point of contact and provides first level of IT support to clients via telephone, email and chat remotely for hardware, software and mobile smartphones. Provide working knowledge of all City enterprise wide and legacy applications to be able to support.

Responsible for the identity and access management of solution accounts and network security access.

• Performs first-level enterprise-wide support of Information Technology infrastructure, including incidents and service requests for all hardware and software.
• Provides effective client support for all City staff and first-call resolution, where possible, that meets or exceeds the declared performance requirements via phone and email.
• Logs, tracks and resolves incidents and service requests, and monitors trends of incidents for reporting to management for better service delivery.
• Administers enterprise-wise USB security with cybersecurity platform and disables user accounts or hardware that have been compromised, then escalates to information security.
• Troubleshoots and administers VPN (software and tokens) on computers and mobile devices for remote and/or hybrid work.
• Performs enterprise-wide account administration for password resets and email accounts (Active directory, M365 exchange administrator and other business applications), changes of account information and backs up user accounts and other security group access requests.
• Monitors and troubleshoots all end user computing technologies including, but not limited to, desktops, laptops, docks, monitors, printers, LAN, phones, mobile devices, operating systems, and software.
• Participates in corporate or divisional technical project teams to determine requirements, research, evaluate, design, implement, and provide operational and technical support for system software, platform hardware and/or network solutions.
• Monitors acquisition request to make sure they comply with ITS policy, including vetting and approving request for applications; escalates requests that require purchases and further reviews.
• ADP account management, troubleshoots access, account issues, password resets and escalations.
• Troubleshoots advanced printer issues by logging onto the print server administrator.
• Performs advanced user control by using M365 manager plus Client to manage Azure active directory to manage MFA and Revoke Azure AD user tokens.
• Administers, develops and maintains Service Desk knowledge base to support service delivery. Contributes to procedures and articles and ensures 3rd party after hours support has the necessary tools to facilitate support of City staff.
• Participates in defining, maintaining and sustaining incident and service request management processes, including tracking and reporting as well as the administration of the ITSM tool (Ivanti Service Manager).
• Provides assistance and operational support in assessing and implementing upgrades and/or enhancements to the…