IT Service Desk Technician

3 weeks ago

Ottawa, Canada Hydro Ottawa Full time

* 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 escalate, 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 escalate 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.* 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
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