Position

Service Desk Agent

Department

Corporate Services - IT

Classification

Level 3

Salary

Our salaries generally range from $57,348 to $63,945 and are based on qualifications and experience

Languages

Bilingual in English and French is required

Term

Permanent Full-Time

Location

Hybrid (Ottawa)

Background

The Federation of Canadian Municipalities (FCM) is the national voice of local governments, representing their interests with the federal government.

With over 2,000 members, including Canada’s largest cities, small urban areas, rural and remote communities, as well as 20 provincial and territorial municipal associations, FCM represents more than 90% of the country’s population. Through its advocacy, funding offers and diverse programs, FCM’s work has a direct impact on Canadians’ quality of life.

At FCM, we are committed to making the communities Canadians live in more prosperous, sustainable, and equitable. We aspire to be deeply respectful, collaborative, empowering and inclusive. All leaders in the organization embrace these values, the corporate culture and the passion for FCM’s mission.

Major Purpose

Reporting to the Manager, Information Technology, the Service Desk Agent is responsible for providing 1st level helpdesk and deskside support to all internal IT users. The Service Desk Agent is responsible for the follow-up and resolution of Tier-1 (first level) helpdesk/deskside issues, questions, or problems; and for the escalation of these to Tier-2 support when required. The Service Desk Agent is also responsible for IT asset lifecycle management (i.e.: maintaining and updating hardware and software inventories). The Service Desk Agent also works in close collaboration with the System Administrator and the other Service Desk Agents to ensure optimal quality assurance and control with respect to helpdesk and deskside services. Some short distance travel (usually on foot) between our offices in the Byward Market and 66 Slater is required.

Key Responsibilities

• Maintain the IT Service Desk by providing first line IT support for all internal staff, including probing to clarify issues, troubleshooting, resolving issues, testing fixes, documenting, and escalating more complex matters to higher levels
• Prioritize, triage, assign and resolve all 1st level incidents, issues and problems; and document these in FCM’s request tracking system
• Enter detailed request resolution information for all assigned requests
• Ensure that all tickets and work orders are completed in accordance with IT’s Service Level Agreements (SLAs) and quality service objectives
• Provide documentation, FAQ, self-service training as required
• Install and support FCM standard software/hardware according to IT standard procedures
• Create/delete/modify IT user accounts (AD, Exchange, etc.) of staff starting or leaving FCM.
• Backup and support other IT team members as required
• Reviews and troubleshoots moderately technical issues related to IT hardware and software
• Uses software tools to track requests, prioritize tasks, and maintain hardware directories.
• When required, escalate incidents, issues and problems to proper level or resources; and document these in FCM’s request tracking system
• Monitor and update IT inventory (ex.: workstations, monitors, phones, telecommunication devices, software licences, etc.) to ensure optimal IT asset lifecycle management
• Documentation of all client interactions and support actions in a ticketing system (Service Now)
• Ensure proper disposal of IT inventory in accordance with internal policies and procedures
• Identify ways to improve/streamline existing work processes/solutions associated to IT customer service
• Ensure and apply best safety practices and standards to prevent work injuries to self and others
• Keep current with new innovations in the IT world and assess impacts on FCM

Knowledge, Experience and Skills

• Minimum of 3 years in an IT customer front line service environment
• Strong ability to diagnose, support and troubleshoot software and hardware problems of user facing technology (laptop, tablets, and mobile devices)
• Strong knowledge of current Microsoft Windows (version 11+) in an EntraID/Intune management environment
• Strong knowledge in the operation and support of Microsoft 365 Productivity Apps (Office, Teams, OneDrive, SharePoint Online)
• Strong knowledge in remote meeting technology (Teams, Zoom etc.) and meeting room AC hardware. Able to support users in larger room boardroom settings in an office.
• Ability to document and analyze IT users’ requests and to follow-up on these
• Proven ability to be organized and effectively handle multiple requests
• Experience in identifying training opportunities and providing “links to self-help” or “in-house” user training
• Ability to work independently with little supervision as well as in a team environment
• Outstanding interpersonal skills and superior customer-oriented attitude and approach
• Excellent listening, written and verbal communication skills
• Strong technical ability coupled with the aptitude to be self-directed in prioritizing problem solving
• Must exhibit a high level of patience
• Ability to easily adapt to change and innovation
• Ability to provide support in both official languages (English and French)

The benefits to joining the FCM team include summer hours (Fridays off between July 1st and Labour Day); office facilities located in the ByWard Market, FCM’s commitment to employee development and a competitive range of employee benefits and services. FCM encourages flexible work arrangements to support the wellbeing and productivity of employees.

The Federation of Canadian Municipalities is committed to fostering an organizational culture that embraces equity, diversity, inclusion and belonging, where individuals from diverse racial and ethnic identities, nationalities, social economic status, sexual orientation, gender identity/expression and physical and mental abilities can thrive and be fully engaged at their best level.

FCM welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.

The future of work at FCM includes a hybrid work model; therefore, this role will be a combination of virtual and on-site work. The successful candidate is required live within 80kms of downtown Ottawa and be authorized to work in Canada.

For additional information on this posting, or for further information on FCM, access our website at www.fcm.ca. Visit the careers section of our website to apply. The deadline for applications is January 25th, 2026, or until the position is filled.

We thank all candidates for their interest; however, we will only contact those selected for an interview. All the applications will be kept on file for six months following the hiring.