Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
- Job ID #32021: End User Device Support Analyst
- Union: CUPE Local 5167
- Job Description ID #: 7885
- Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city
by 9:00 a.m. on July 2, 2026.
- Vacancy type: This posting is for an existing vacancy
- Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
SUMMARY OF DUTIES
Reporting to the Supervisor, Service Desk, the End User Device Support Analyst will support the development and sustainment of end user device processes and workflows for the City’s standard desktop/laptop, tablet, mobile devices and productivity tools. The position is responsible to manage the configuration of end user device products and will document and maintain system requirement for products within the Enterprise portfolio. Through project and operational roles, the End User Device Support Analyst purchases, configures, installs, monitors and maintains enterprise end users’ endpoint software, devices and peripherals.
GENERAL DUTIES
- Provide technical support to employees, ensuring that all end-user devices, associated applications and services operate efficiently. Provide support for desktops, laptops, mobile devices and productivity tools with strong focus on device management through Microsoft Intune.
- Develop and manage Microsoft Windows operating system custom images, computer hardware driver packages and how they are implemented in the Microsoft Configuration Manager Task Sequences.
- Provide customer-focused service and proactive support to maintain a productive and secure technology environment.
- Troubleshoot hardware and software issues, assist with account and access support, deploy and manage devices, and ensure compliance with organizational security standards.
- Support onboarding/offboarding processes and maintain accurate inventory. Provide customer service through clear communication and timely issue resolution.
- Monitor device health, perform remote management actions, and help enforce mobile and endpoint security policies using on premise and cloud-based services/tools.
- Define user endpoint compute standards, evaluate vendor application packages, IT equipment, operating systems, and services. Track, gather, monitor, and maintain software license information to ensure corporate compliance. Record, analyze, and coordinate solutions to technical problems related to the operation and performance of business applications, end user devices, and enterprise end user architecture.
- Record, analyse and coordinate solutions to technical problems related to the operation and performance of business applications, end user devices and enterprise end user architecture.
- Research, compile and synthesize information regarding end-user compute to define City-wide standards. Evaluate and test equipment for compatibility with existing network infrastructure, IT Security policies and then enterprise end user compute environment.
- Identify topics where additional education and training are required, develop training programs and supplementary documentation, and support the creation and execution of User Acceptance test plans and test scripts.
- Provide second and third level support to the user community for end user devices, associated applications and services operate efficiently. Respond to related issues on referral from the service desk and in support of the Service Desk staff.
- Build, monitor and report KPIs to IT Management on user satisfaction with end user device support. Provide input/recommendations for changes that will increase/improve user satisfaction.
- Review, diagnose and resolve client hardware and software issues, update service desk ticket with the resolution. Resolutions may require machine re-imaging, re-installation of software, virus removal, operating system patch and update installs hardware component replacement (memory, hard drive, network/video/sound cards) and/or end user training as escalated by the Service Desk.
- Research issues through access to vendor knowledge databases to enhance quality of problem resolutions. Initiate and manage contact/communications with hardware, software and peripherals vendors as required.
- Establish and maintain vendor relationships, conduct business reviews and monitor performance in conjunction with IT Contract and Vendor Management team.
- Develop and implement security standards for end user compute in collaboration with the Security and Cloud Specialists.
- Develop and maintain processes and procedures outlining end user device system functions and structure.
- Monitor device health, perform remote management actions, and help enforce mobile and endpoint security policies.
- Supports the development and execution of system and user acceptance test cases.
- Maintain and analyze an inventory of physical and digital assets; identify opportunities and make recommendations for optimization of asset use to IT Leadership Team.
- Collaborate on cross-functional teams with other City staff and consultants in enterprise IT projects. Lead development and implementation initiatives based on project plans, prepare development and implementation work plans, and manage time and processes to achieve stated goals, deliverables, and timelines.
- May be assigned to an initiative or project requiring the individual to take direction from another IT Unit Manager and/or Project Manager.
- Work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.
- Perform other duties as assigned, which are directly related to the major responsibilities of the job.
QUALIFICATIONS
1. University Degree or College Diploma in Computer Science, Information Systems.
2. Experience in end user device support, including supporting and troubleshooting client hardware and software products including operating systems, hardware components and peripherals, business software, email applications, internet and utility software.
3. Demonstrated skills in analysis, planning, problem-solving abilities/logical troubleshooting and project management skills.
4. Ability to develop and manage Microsoft Windows Operating System and Application deployments using Microsoft Endpoint Management platforms (Microsoft Endpoint Configuration Manager & Intune).
5. Ability to create custom scripts, with command-line cmdlets such as PowerShell, that will package, deploy or configure applications.
6. Demonstrated experience installing and maintaining business productivity software and email including Microsoft Office and Microsoft Outlook.
7. Working knowledge of server technology, hardware, and software including networking systems (DNS, Active Directory, WSUS, ADK).
8. Ability to make sound and logical judgments.
9. Strong technical knowledge of Microsoft Windows operating system.
10. Experience maintaining client relationships and delivering to established service levels.
11. Working knowledge of quality assurance and testing practices.
12. Knowledge and understanding of project management fundamentals.
13. Knowledge of fundamental ITIL standards.
14. Strong interpersonal, written, and oral communication skills.
15. Must possess a valid Class G Drivers’ Licence.
THIS POSITION REQUIRES A VALID CLASS "G" DRIVER'S LICENCE AND PROOF THEREOF IS REQUIRED AFTER HIRE.
This is a newly created position. The incumbent(s) or the department have the option to have the salary grade assigned to this position re-evaluated within nine months of the initial filling of this position. The Director of the division must review and submit the submission to Human Resources within 45 days of receiving it. All required forms of the job evaluation submission must be fully completed in order for the review to occur.
HOURS:
35 per week per week
Disclaimer:
Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.
Terms:
The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.
