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IT Service Desk Technician (Term Full-Time)
Information Technology Solutions
Information Technology Solutions
POSITION TYPE: Full-Time, Term Position Available (anticipated November 18, 2024 up to November 18, 2025)
SALARY: $46,862 - $65,993 per annum
POSITION LOCATION: Notre Dame Campus (Winnipeg, MB)
At RRC Polytech we aspire to have a workforce that is representative of the diversity within our communities. For this hiring process, a preference hiring practice will be applied. First consideration will be given to applicants who self-identify within their application as one or more of the following equity-deserving group(s): Women, Indigenous Peoples, Persons with Disabilities, Racialized Persons, Persons of the 2SLGBTQlA+ Community. First consideration will also be given to internal applicants. For more information about our hiring practices, please visit: www.rrc.ca/hr/work/hiring-process/.
ELIGIBILITY LIST: This competition may be used to establish a 6 month eligibility list of qualified candidates for future vacancies.
DUTIES
The primary role of an ITS Service Desk Technician is to provide first point of contact, IT support to the College community either in-person, over the phone, or on-line. The position is responsible for triaging all incoming IT support requests by asking the appropriate questions to determine the issue and apply the best response. When possible, this position uses standard operating procedures to resolve the issue. When that isn’t possible, this position records all relevant information and escalates the call to the appropriate next level of support and correct IT department. The position works as a team member to all support areas to resolve tier 1 issues for various College applications, technology services and projects. The position is responsible for creating and updating support documentation and participate in communication activities to the College community.
The primary role of an ITS Service Desk Technician is to provide first point of contact, IT support to the College community either in-person, over the phone, or on-line. The position is responsible for triaging all incoming IT support requests by asking the appropriate questions to determine the issue and apply the best response. When possible, this position uses standard operating procedures to resolve the issue. When that isn’t possible, this position records all relevant information and escalates the call to the appropriate next level of support and correct IT department. The position works as a team member to all support areas to resolve tier 1 issues for various College applications, technology services and projects. The position is responsible for creating and updating support documentation and participate in communication activities to the College community.
REQUIRED QUALIFICATIONS
- Diploma in Information Technology; An equivalent combination of education and experience
- Experience in an IT customer service support environment creating and maintaining service requests/incident records in a Helpdesk solution, creating and updating end user support materials in an IT support knowledge database
- Experience providing user support for typical enterprise IT services including but not limited to: enterprise software applications, productivity suites such as Microsoft 365, collaboration and communication solutions, email support, user account support, internet, network communications, file share and print support
- Experience providing support for current Windows operating systems in an active directory domain environment, mobile devices, office peripherals and other IT related equipment
- Proficiency in the use of Microsoft Office Suite (Word, Excel, Outlook) with the ability to quickly learn new software platforms as needed
- Excellent troubleshooting, testing and research skills
- Ability to work effectively and independently, with limited supervision, and as part of a team
- Ability to multi-task and adapt to changing priorities and customer needs
- Excellent interpersonal and customers service skills with the ability to provide services at all levels of the College
- Excellent verbal and written communication skills
Experience building a respectful workplace culture that promotes diversity, learning and continuous improvement
ASSET QUALIFICATIONS
- Industry certifications such as MCSE, CCNA, MCITP, and/or A+ certification ITIL Certificate in IT Service Management
- Experience with general retail POS systems
- Experience supporting Mac computers
- Experience with Microsoft Windows server technologies (Server 2012/2016/2019) operating systems, Exchange, DNS and Active Directory
- Experience using Windows Configuration management or imaging solutions such as Microsoft System Center Configuration Manager
CONDITIONS OF EMPLOYMENT
- Applicants must be legally entitled to work in Canada
- This position may be required to work evenings and/or weekends
- This position may be required to work overtime
- This position may be required to travel
- Incumbent must provide a current and satisfactory Criminal Records Check
- May be required to work at various RRC Polytech campuses
- Incumbent must hold a valid class 5 driver`s license
RRC Polytech campuses are located on the lands of Anishinaabe, Ininiwak, Anishininew, Dakota, and Dené, and the National Homeland of the Red River Métis. We recognize and honour Treaty 3 Territory Shoal Lake 40 First Nation, the source of Winnipeg’s clean drinking water. In addition, we acknowledge Treaty Territories which provide us with access to electricity we use in both our personal and professional lives.
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