IT Helpdesk Analyst (Remote)

Requisition ID: 100117
Job Category: Information Technology
Location: Mississauga, ON, Canada

Join a company that is passionately committed to the pursuit of a better world through positive change. With more than 70 years of business and technical expertise in mining , energy , and infrastructure , our 10,000 colleagues in 150 countries tirelessly work toward bettering the industries in which we operate. With practical solutions that are safe, innovative and sustainable, we think globally while acting locally. Are you looking for an opportunity to join a diverse group of professionals who are committed to remaining exceptional? We look forward to hearing from you.

We're at the forefront of our clients' digital transformation journey , successfully implementing emerging digital services into our clients' projects and operations that unlock a step change in their performance. Join the team to improve project outcomes, leverage the digital twin , deliver systems integration and interoperability, and support decision-making, autonomous execution , and integrated operations and performance centers.

Hatch is currently seeking a Service Desk Technician based in our Mississauga office, reporting to IT Service Desk Technician you will support offices globally. Please note this is a 12-month contract position.

As the successful candidate, you will:
Assist in providing desktop services to end-users in local offices and to remote offices daily, including PCs, telephones, mobile phones, network equipment and other IT services;
Prioritize and manage service support requests in line with expected service levels targets;
Monitor and update the service delivery system for assigned tickets and assigned locations and/or projects;
Must be able to deploy image and software to computers locally and remotely;
Preparing and providing support documentation, including procedural documentation when required, including providing user and group training as required;
Manage the breakdown, relocation and set-up of workstations to accommodate user relocations, site relocation, site remodels and new location installations as assigned by support lead;
Promote and adhere to departmental and organizational information security policies, standards and procedures;
Perform other related duties incidental to the work described;
Strive for excellence in customer service in line with the company values and expectations;
Ability to work overtime or flexible time when required.
Ability to travel to different offices and project sites.

You bring to the role:
College diploma or degree with experience in desktop/technical support in a Microsoft Windows network environment.
Strong analytical, problem solving and troubleshooting skills;
Ability to function well in a team environment; work independently as needed;
Strong customer focus skills;
Strong oral and writing proficiency in English;
Minimum three-years relevant experience working in a similar corporate service desk technical support role;
All candidates must have legal authorization to work in Canada without employer sponsorship.
A driver’s license with access to a vehicle on a daily basis

Competencies (knowledge, skill, attributes):
Ability to support Dell, HP laptop/desktop computers, peripherals, Ricoh, HP, Canon multi-function printers and other computer hardware.
Knowledge of engineering software such as Autodesk, ESRI and Bentley products, is a clear advantage, but not required;
Familiarity with standard helpdesk software and a good knowledge of remote user support;
Excellent understanding of Microsoft products, including Windows 10/11, Office 365, Teams, SharePoint, OneDrive is required;
Provide application Support for Adobe products, Bluebeam, and other current and in-house applications that exist within the organization;
Good understanding of Windows Active Directory User and Computer Administration; Microsoft Exchange and Office 365 Admin is required;
Exposure to IT Service Management and delivery systems, e.g. Zendesk, ServiceNow, Remedy;
A+, Network +, Microsoft certifications are an asset

Compensation Range: $27.00 to $35.00/hour

At Hatch, we are committed to fair and equitable compensation practices. In accordance with legislated pay transparency requirements, the expected salary range for this position is based on current market data and aligned with internal pay structures to ensure consistency and fairness.
Your individual compensation within this range will depend on factors such as skills, experience, qualifications and location. In addition to base pay, our total rewards package may include performance-based incentives, comprehensive benefits, and other programs designed to support your well-being and growth.

Why join us?
Work with great people to make a difference
Collaborate on exciting projects to develop innovative solutions

What we offer you?
Flexible work environment
Long term career development
Think globally, work locally

Don't meet every single requirement? You don't need to. At Hatch, we are building a diverse, inclusive workplace that fosters innovation. If you're interested in this role, we encourage you to apply even if your past experiences don't perfectly align with the skills we've listed.

We're committed to fostering a workforce that reflects the diversity of the communities in which we operate and serve. Hatch is an Equal Opportunity Employer that considers applicants without regard to age, race, color, national origin, citizenship, religion, creed, gender, sexual orientation, marital status, disability, veteran, or any other protected status. If you have any accommodation requirements, please let us know. We'll do our best to meet your needs in accordance with applicable local legislation.