Workstation Support Technician

4 weeks ago

Ottawa, Canada Canadian Bank Note Company, Limited Full time

Canadian Bank Note Company is a global leader in the development of customized solutions for identification, border security, excise control, currency, and lottery operations. Our customers are domestic and foreign governments, and together we work to design, launch, and support the technologically advanced secure documents and information systems that protect borders, safeguard national currencies, and generate revenue for government social initiatives.

**What’s** in it for you?**

As a member of the corporate IS workstation team, you will have direct interactions with all CBN business units including Lotteries, Corporate, Payments Systems, ID Systems, and Commercial Services. You will have the pride of supporting the end-point hardware and software technologies used by CBN employee's corporate wide. You will also have active involvement in finding innovative technologies and methods that streamline, improve, and evolve our endpoint management processes and service delivery capabilities with modern methods. You will research, solution and be exposed to the latest cloud and automation technologies such as Azure Active Directory, Office365, Azure AD, Intune, AutoPilot, and PowerShell. In our team-oriented department you will work with your team solving complex workstation issues and with other IT teams such as the service desk, network team and server/cloud team.

**What will you do?**
- Coordinate all IT endpoint equipment provisioning/deprovisioning to CBN employees leveraging our automated device provisioning and processes through our 3rd party IT equipment providers.
- Support, troubleshoot and repair end-user hardware including desk stations, laptops, tablets, smart phones, desk phones, AV systems and other end-user related peripherals.
- Manage, maintain and evolve our workstation OS configuration baseline to meet changing security, support, and user community configuration requirements.
- Manage workstation asset inventory records.
- Provide technical support services; both remotely and/or at deskside, as necessary, providing formal and informal end-user training as required.
- Assist and work with other IT teams as necessary to conduct problem isolation, problem diagnosis, problem resolution and/or routine tasks, as necessary.
- Manage all support requests in accordance with their assessed severity, service level agreements and turnaround targets.
- Maintain timely, accurate and up-to-date ticket details including ticket status, symptoms and observations, work conducted or in progress, severity and impact of issue, problem resolution performed, etc.
- Promote proactive support actions including root cause analysis that assist in preventing future or reoccurring problems.
- Assist in the creation and maintenance of all team documentation including but not limited to creating and submitting Knowledge Base articles for the benefit of the Service Desk and others to resolve subsequent issues on first contact.
- Empower our user community through evangelizing and demonstrating how our IT technologies can empower their business processes and requirements.

**What Will Help You Succeed?**

**_ Knowledge/Experience_**
- Minimum two years direct work experience providing workstation hardware/software technical support services including experience with workstation hardware troubleshooting and repair (ex. recovery of drive failures, driver issues, boot issues, network connectivity issues, etc.).
- Strong technical experience with Active Directory (namely administering user/workstation/group objects).
- Direct experience in using, supporting, administering Azure Active Directory, Office365, OneDrive, SharePoint.
- Strong technical experience supporting Windows 10 operating system platforms and mass scale patch management.
- Knowledge of networking concepts, tools and troubleshooting including (DNS, DHCP, IPConfig, WiFi). Exposure to a broad range of end-user equipment and peripherals is an asset.
- Practical experience developing scripts (any scripting language) to automate manual steps and processes.
- Any knowledge and exposure to ITIL v.3 is an asset that will help you in this role

**_ Soft Skills_**
- Service oriented (‘can-do’) culture with strong focus on exceeding customer expectations.
- Team player with excellent communication and interpersonal skills.
- Continuous learner
- Ability to manage shifting priorities
- Aptitude to troubleshoot and problem-solve issues effectively
- Desire for continued learning of latest technologies
- A natural tendency and inclination to identify and leverage technology and automation over manual interactive methods.

**Mandatory Requirements**
- Ability to participate in on-call rotation program (approx. 1 week on, 2/or 3 weeks off - dependent on numerous factors, ex. travel, vacation, etc.);
- Ability to travel expediently to and between all local (National Capital Region) CBN sites regularly, as well as on short notice;
- Eligibility for Government of Canada Se

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