Technical Support Specialist, Helpdesk

The Technical Support Specialist, Helpdesk, provides information technology (IT) support to all staff for laptops, desktops, printers, operating software, application software, networks, switches, e-mail, servers and mobile devices. The incumbent also carries out software deployment and patching, procures hardware, and maintains standards for all computing devices. The incumbent also provides support to the Technical Specialist, Information Technology.

KEY AND PERIODIC ACTIVITIES

The duties and responsibilities listed below are representative but not all-inclusive:

Primary

• Respond to IT services queries received via problem ticket, phone call or walk-in to the Helpdesk
• Support the Systems Specialist with respect to firewalls, servers and network issues
• Develop and maintain effective relationships within DCC, and with industry, the Client-Partners and/or stakeholders
• Ensure quality standards are met, in line with corporate expectations

Other

• Perform research to remain aware of technological changes and recommend areas for improvement
• Work on projects resulting from research or work on assigned projects
• Analyze, investigate and develop software baselines and images for laptops and desktops using Microsoft Intune
• Create ad hoc reports
• Manage risk
• Other duties as assigned

SKILLS

General and Specific Knowledge

• Best practices, methods, trends and legislation in IT
• Network administration and Microsoft programs
• Project and risk management principles

Formal Education and/or Certification(s) and Experience

• Minimum: college diploma in computer science and/or Microsoft Certified Network Engineer certification with two years’ relevant experience, or the equivalent

Abilities

• Use computer programs to develop documents and access databases
• Write end-user instructions
• Apply project and risk management techniques
  

DEVELOPMENT AND LEADERSHIP

• Provide functional advice and guidance to employees

WORKING CONDITIONS

Typical office environment with occasional travel

Check out your benefits

Working with us offers excellent opportunities for growth and advancement—and entitles you to one of the job market’s best benefits packages valued at between 25 and 30% of your salary.

Your package includes:

Health and Wellness

• 100% employer-paid annual sick leave, and health and dental premiums
• $400 wellness allowance to help cover expenses such as a gym membership
• $2,500 for mental health services on top of regular $2,500 paramedical coverage
• Telus Virtual Health Care and $750 Health Care Spending Account for some expenses not covered under provincial plans

Home and Family

• Life, accidental-death, and short-term disability insurance
• Enhanced inConfidence employee and family assistance program
• Maternity and parental leave top-up plan to 93% of regular gross earnings for up to 37 weeks
• Flexible workplace options, including $400 allowance every two years, to support working from home

Leave and Retirement

• Public-service pension
• Comprehensive vacation and other paid-leave plans, along with enhanced travel benefits coverage