Service Desk Technician

Location
Timmins, ON, CA
Salary
Competitive
Posted
Nov 20, 2020
Closes
Dec 20, 2020
Ref
2020-174
Work Term
Permanent
Work Load
Full Time
Language
English
ABOUT THE OPPORTUNITY

Based at the Canadian Operations Centre in Timmins, ON, we currently have an exciting opportunity for a Service Desk Technician to join our Business Intelligence team.

The Service Desk Technician will work to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. within a strong team environment, in a highly visible role, with a focus on employee and leadership development programs.

RESPONSIBILITIES

Your responsibilities will include:

Strategy & Planning
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Alert management to emerging trends in incidents.
  • Acquisition & Deployment
  • Assist in software releases and roll-outs according to Change Management best practices.
  • Follow up on requisition orders
  • Fill out new vendor forms, as well as try to maintain 3 quotes system
  • Deploy software, hardware
  • Deploy new software in test environment, and verify with Supervisor before going live.
  • Monitor/repair/deploy network switches
  • Service all Apple related products and Cell phones on site
  • As Assigned tasks and manage all Service level I helpdesk calls

Operational Management
  • Assisting in providing Level II Support when request volumes are high.
  • Act as an escalation point for advanced or difficult help requests.
  • Build rapport with service desk customers.
  • Escalate problems (when required) to the Supervisor of IT.
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Install anti-virus software and ensure virus definitions are up-to-date.
  • Perform preventative maintenance, including checking and cleaning of servers, and PMs from Manager plus.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow ups as required.
  • Reinforce SLAs to manage end-user expectations


QUALIFICATIONS

Our ideal candidate has:
  • Ontario Secondary School Diploma.
  • Coursework in Computer Science, Programming and/or Networking or equivalent work experience.
  • Strong knowledge of computers and Windows operating system.
  • Strong customer service and troubleshooting skills.
  • Knowledge in installing and troubleshooting desktop/laptop hardware and peripherals.


WHAT'S IN IT FOR YOU

Together, we are building a world-class gold mine and our success is determined by the hard work and dedication of our team. All of our team members are rewarded with a competitive benefits package and on-the-job perks, including:
  • Competitive Salary
  • Group Benefit package
  • Training and learning opportunities


Should you be the successful candidate for this role, you will be contacted by a member of our Human Resources Department to schedule an interview.

If you are looking for an exciting opportunity and to build a career in an innovative and dynamic organization, submit your resume by clicking on Apply Now below.