IT Service Desk Technician

Join to apply for the IT Service Desk Technician role at Hydro Ottawa At Hydro Ottawa, we power the lives of the people in the communities we serve. As the electricity distributor to the Nation’s Capital, our work powers the essential activities that make up our lives - at home, at work and at play. And as Ontario’s largest municipally-owned producer of green power, we are leading the way to a greener tomorrow. We are seeking an IT Service Desk Technician who enjoys hands‑on work with the support of a collaborative team; a problem solver who always puts safety first. Without you, we’d be in the dark. Are you ready to make a difference in our community? JOB SUMMARY Reporting to the Supervisor, IT Asset Management and Service Desk, and working closely with all IT Infrastructure staff, the IT Service Desk Technician is responsible to support all Hydro Ottawa standard software and hardware for users located at various Hydro Ottawa facilities and other locations throughout the service territory. This position provides effective diagnostic evaluation of end‑user needs and requires good judgement and timelines in responding to and resolving each issue to the end‑user’s satisfaction. Resolution includes but is not limited to the following: Identify, research and resolves technical problems, as well as timely response to service requests for technical support. Technicians are also required to accurately document, track and monitor problems reported to ensure a timely resolution. Members of the IT Service Desk technical support team may also be called upon to provide technical recommendations as well as to deliver technical training and meet the support needs for all Hydro Ottawa employees or representatives related to all IT Service Desk activities. MAJOR RESPONSIBILITIES Provide problem resolution or escalation in a timely fashion that may arise on Hydro Ottawa computers or network infrastructure. Provide quality service to all end‑users of IT services in all assigned tasks, while upholding Hydro Ottawa values and customer service principles. Support end‑users with knowledge, training and expertise. Log and track support requests using Hydro Ottawa designated systems and prioritize and escalated, when required, requests, problems or issues reported to ensure end‑user support satisfaction. Identify trends in support requests and develop documentation to address any frequent or most reported issues or problems. Notify support team members or escalated to appropriate management of any increasing trends, unusual activity or repeated activities. Brief end‑users as well as management on the status of current resolution efforts and attend weekly and other meetings as required. Recommend means for delivery of services or system improvements including procedural steps, increased training or documentation. Access software updates, drivers, knowledge bases, and FAQ resources internally or externally to assist with end‑user issues, problems or requests. Assist other IT support teams to initiate, design and deliver effective support solutions as required by Hydro Ottawa business needs. Effectively communicate and establish expectations to meet the requirements of end‑users’ and business units’ service requests. Involve other team members or management to establish best practices and/or decisions. Supports through analyses, research and implements remedies of client software, applications or hardware issues or problems reported using established protocols and procedures. Installs, configures, troubleshoots and supports approved client software and hardware. Perform other related duties as required or directed. EDUCATION AND EXPERIENCE Post‑secondary education in Computer Science /Computer Technician program with a minimum of 3 years’ experience as an IT Service Desk technician providing end‑user support. Minimum of 6 years work experience as an IT Service Desk / IT Help Desk/or IT Technical Support Technician with the equivalent accountability/responsibilities of this position, combined with formal applicable training may substitute for stipulated academic requirements. Advanced computer knowledge with the understanding of terminology, complexity of related functionality and infrastructure used to support systems and applications. Knowledge of diagnostics and analytical tools used to support and resolve complex software; hardware, network and communications infrastructure issues. Strong computer literacy with an emphasis on OS, applications, software knowledge, installations, hardware, domain and user account management tools, network protocols as well as network infrastructure such as WAN/LAN topologies. Strong knowledge of Microsoft applications, databases, as well as Internet and intranet protocols and related communication/network infrastructure. Knowledge of IT security including software, infrastructure and various layers protecting client devices, servers and network infrastructure. Knowledge of cellular devices and various services ADDITIONAL REQUIREMENTS English essential, both oral and written Bilingual (English/French) considered an asset Valid driver’s license – Class G The terms and conditions of employment for this position are governed by the collective agreement between Hydro Ottawa Limited and IBEW Local 636. Hydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, details of the hybrid model will be discussed with successful candidates. Hydro Ottawa may use artificial intelligence (“AI”) during the recruitment process to aid in the screening and selection of candidates. Seniority level Mid‑Senior level Employment type Temporary Job function Information Technology Industries: Utilities, Services for Renewable Energy, and Electric Power Generation Referrals increase your chances of interviewing at Hydro Ottawa by 2x #J-18808-Ljbffr