Senior Service Desk Technician

Job Type: Full- Time
Vacancy Status: This posting is for an existing vacancy
The compensation for this position is determined by a combination of skills, experience and is aligned to the market in which the job is posted. The Senior Service Desk Technician position requires a self-motivated, technical, and service-oriented IT professional with a keen understanding of customer service, troubleshooting, and technology. This position directly reports to the Manager, IT Operations and includes duties such as the support of Alterna’s infrastructure and branches.
As a senior member of the service desk you will solve complex technical problems and provide support for all assigned areas while ensuring service excellence is maintained to the standards set forth by Alterna Savings.
Strategy & Planning

Make recommendation for improving Service Desk services
Takes a contributory role coordinating troubleshooting initiatives, installations, implementations, administration, and maintenance of Alterna’s computer systems.
Provide second level support to resolve end-user issues.
Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware and potential software products for purchase.
Write technical specifications for purchase of PCs, networking hardware and related products.
Project Lead for desktop and end user productivity projects
Perform hands-on fixes at the desktop level, including installing and upgrading Alterna’s standard desktop hardware and software, implementing file backups, and configuring systems and applications.
Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
Triage incoming support requests from end users via telephone, instant messaging and e-mail in a courteous and professional manner.
Track, route and redirect technical problems to correct resources.
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.
Identify and learn appropriate software and hardware used and supported by the organization.
Work in a contact centre environment
Perform centralized administrative tasks / roles
Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to Service requests.
Assist and contribute to the development of help sheets and frequently asked questions lists for end users.
If necessary, liaise with third-party support and PC equipment vendors..
Mentor junior service desk members in day-to-day support issues.

College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
3 years of Information Technology experience performing user support of desktop, laptop, mobile, tablet systems and/or Information Technology systems.

• Exhibits effective problem-solving techniques and looks for opportunities to contribute to the improvement process.
• Significant knowledge of Windows Operating systems
• Good knowledge of Apple Mobile phones
• Deliver, install, and modify end-user computing devices in a manner capable of interacting with System Center Configuration Manager (SCCM).
• Excellent technical knowledge of network and PC hardware
• Strong Desktop application support experience with MS Office suite and other productivity applications.
• Working technical knowledge of current MS operating systems.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Good foundations in Cyber security & practices in a corporate environment

Travel to branches and remote locations as required

• Come into central home office as per our hybrid model and as required
• Lifting and transporting of moderately heavy objects, such as computers, devices, and peripherals.

Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking ® for over 115 years creating financial services that transform lives for the better, all while giving back to our community. Alterna is the first full-service, member-owned cooperative financial institution outside Quebec, sharing its expertise with over 210,000 members through a network comprised of 40 branches across Ontario, a call centre and multiple digital channels. Members and customers also benefit from an industry-leading online brokerage and investment management services.
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We are incredibly proud of our corporate culture, embodying our core values: the financial wellbeing of our employees, members, and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for eight years running.

• Alterna is compliant with the Ontarians with Disabilities Act and our team strives to provide an accessible accommodation experience. If you have a disability and require accommodations during the recruitment process, please contact our Recruitment Team and let us know how we can accommodate you.
• Alterna does not currently use Artificial Intelligence (AI) to screen, assess, or select applicants