Service Desk Specialist

2 weeks ago

Toronto, Canada AGCO Full time

**Term**: Permanent, Full-time

**Division/Branch**: Information and Information Technology Division / Digital Platforms and Cybersecurity Branch

**Application Deadline**: September 7, 2023

**Level**: Level 7

**Salary Range**: Min: $66,140 to Max: $77,814

**Work Location**: Toronto (Hybrid Work Model until further notice)

The Alcohol and Gaming Commission of Ontario (AGCO) is responsible for regulating the alcohol, gaming, horse racing and private cannabis retail sectors in Ontario, in accordance with the principles of honesty and integrity, and in the public interest.

Do you enjoy collaborating and working with others in a dynamic, team-oriented environment with a strong focus on customer service? The AGCO has an exciting opportunity for you. The Information and Information Technology Division is seeking a Service Desk Specialist to join their Service Desk Team within the Digital Platforms and Cybersecurity Branch. Reporting to the Manager, Service Desk, the Service Desk Specialist will be responsible for the support of the end-user computing operation and participate in departmental and enterprise projects.

Working alongside the Service Desk team, the Service Desk Specialist will provide primary support and assistance to AGCO staff related to hardware and software, as well as deploy and track hardware, deploy software and operating system, and liaise with vendors for hardware service requests. The incumbent will continuously look for opportunities to improve performance, service quality, and user experience while adhering to the AGCO operational policies, procedures, and compliance guidelines. You will also participate in the implementation of new technologies as it relates to AGCO projects while following best IT standards and practices. You will also be responsible for creating and/or maintaining documentation which includes build books, operating and maintenance procedures.
- 3 years of experience working in a technical support capacity in an enterprise environment.
- Demonstrated working experience in Microsoft 365, Microsoft Endpoint Manager, Intune, MECM, Windows Autopilot, SCCM, Identity Management (Active Directory, Azure Active Directory).
- Advanced knowledge of operating systems, hardware, software, network peripherals, MFP printers, TCP/IP.
- Knowledge of Windows 10 and Windows 11 operating systems is required.
- Exceptionally strong problem-solving skills to research, recommend, pilot, and implement solutions.
- Sense of urgency for resolving issues.
- Excellent interpersonal, verbal, and written communication skills and the ability to interact professionally with all levels of staff, business partners, and vendors.
- The ability to manage multiple projects and work effectively both individually and in a team environment.
- Current certification in related technologies would be a definite asset.
- Valid Ontario Class “G” Driver’s License with a clean driver abstract.
- The incumbent may be required to participate in rotational on-call duty and perform maintenance work outside of normal business hours.

The AGCO is an inclusive and equal opportunity employer.

Disability related accommodation during the recruitment process is available upon request.

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