Desktop Support Technician

7 months ago

Richmond, Canada Teck Resources Limited Full time

**Description**:
As Canada’s largest diversified mining company, Teck is committed to providing the world with essential resources safely and sustainably. We have a rich history of consistently driving innovation, harnessing cutting-edge technology, and cultivating a dynamic environment that empowers our employees to shape the future.

Reporting to the Supervisor, End User Computing, our Desktop Support (Site Support) is a Tier 2 end-user support position. This role is based at our Richmond office which oversees the development of our proprietary hydrometallurgical technology. It primarily consists of in-person support and will remain, in-person and in-office 80-100% of the week. This is a part time contract, consisting of 3 days a week.

**Leadership Competencies**:

- Be an outstanding teammate. The Tier 2 team is between 8 and 12 people strong (across the country), and teamwork is critical in our success.
- Customer Service. Site Support is a service-first team, and exemplary customer service, especially when under pressure, is a key asset of all successful members.
- Be ready to grow. One common theme among successful current and past team members is a desire to learn and grow. This is not a role to stagnate in
- Well presented. This role may put you in front of executives and people of importance, being well-dressed and presentable is key, one should have a good handle on how to present and hold themselves in a variety of situations.
- Self-starter. While we are a tight-knit team, being able to buckle down and working proactively with no prompting is important, as there is plenty to do.
- Proactive and forward thinking. Ability to think creatively, of other elements that need addressing, and handling mundane tasks that are less exciting is important.

**Responsibilities**:

- Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
- Complete new hire onboarding which includes provisioning IT assets, access and permissions
- Refreshing and replacing machines
- Receive, handle and perform upkeep of tickets and requests from ServiceNow, providing positive incident resolution that meets the needs of customers
- Updating internal team documentation and externally facing knowledge base articles as needed
- Liaise with multiple teams, tiers, groups, and areas of the business every day to complete tasks, incidents, and other project work
- Working with hardware and software vendors to verify timely product delivery, and ensuring that new equipment is installed and ready to operate on schedule
- Maintain important records efficiently and accurately, including service tickets, request history, asset records, and internal and external documentation
- Contribute to the continued growth of the team; helping to implement documentation, policies, and procedures. This includes thinking creatively on how to improve processes
- Review and maintain stock levels to an adequate degree, ensuring availability without over-expenditure
- Analyzing and making recommendations regarding hardware and software standardization when possible

**Qualifications**:

- A bachelors degree in Arts, Computer Science or Engineering, diploma or technical certificate or equivalent professional experience
- At least 2-4 years experience providing Tier 2 support
- Excellent and extensive technical resolution skills
- Thorough understanding and history supporting Windows 10, Office 2016/9 MSI, O365 CTR, and O365 Online (aka MS365)
- Advanced familiarity with tools such as: ServiceNow, Azure Online, TeamViewer, SCCM, Active Directory (and Azure AD), Desktop Authority is preferred
- Working with, fixing, and configuring WDS/SCCM imaging workflows is preferred
- Experience with PowerShell scripting and other methods of software automation is preferred
- Experience supporting multi-function Xerox printers, notably Alta Link models is considered an asset
- Experience with a purchasing/requisitioning system is beneficial
- Recent history supporting Apple in the Enterprise, using JAMF and Intune is desirable
- Professional certifications from BCIT or HDI (Desktop Support Technician or Support Centre Analyst), CompTIA or Microsoft (MCITP, MTA, MCSA, MCSE)
- Experience working in an ITIL V3 framework is preferred
- Excellent organizational, interpersonal, and written and verbal English communication skills are required
- Recent experience working in a large (5000+) person organization is beneficial
- Able to perform multiple tasks simultaneously, including handling interruptions, and returning to and completing tasks in a timely manner
- Experience working in a process-oriented organization
- Possesses positive, professional interpersonal skills
- Ability to easily adapt to, and learn, new technologies
- Some experience in a customer-facing role such as retail, hospitality, or other service-based role, even early in career
- Spanish fluency is considered an asset

**About Teck**

Teck is a diversified resource

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