Desktop Support Technician

2 months ago

Vancouver, Canada Teck Resources Limited Full time

The Desktop Support Site Support role (known as the Technician) at Teck Resources is a Tier 2 end user support position. As the title suggests, this role involves in-person support and is expected to be carried out on-site throughout the week, with no remote-work or work from home capability to be expected.

The core responsibilities of this role encompass a range of daily tasks, including onboarding procedures, machine refreshment and replacement, incident resolution, and general ticket and request management While our team maintains a close-knit dynamic, the Technician should possess the ability to work autonomously and effectively leverage diverse resources, even when separated from the team. All tasks are assigned and documented through ServiceNow. The Technician is expected to uphold accurate records related to requests, incidents, and asset management.

**Responsibilities**:

- Engage daily with diverse teams, tiers, groups, and business sectors to accomplish tasks, manage incidents, and complete project assignments.
- Collaborate with hardware and software vendors to ensure timely delivery of products. Coordinate the installation and setup of new equipment, adhering to predetermined schedules.
- Maintain meticulous and organized records, encompassing service tickets, request histories, asset records, and both internal and external documentation.
- Actively contribute to the team's ongoing development by participating in the implementation of documentation, policies, and procedures. Exhibit innovative thinking to improve existing processes.
- Monitor and sustain optimal stock levels, striking a balance between availability and cost-efficiency to prevent unnecessary expenditures.
- Evaluate hardware and software resources and propose recommendations for standardization, whenever viable, to streamline operations.
- Our Tier 2 team, consisting of 8 to 12 members, flourishes with teamwork. Collaborative efforts are pivotal to the success of our team.
- Site Support places utmost importance on service excellence. Demonstrating exceptional customer service, particularly in high-pressure situations, is a hallmark of all successful team members.
- A shared trait among accomplished current and past team members is their eagerness to learn and progress. This role is designed for continuous growth, not stagnation.
- Despite our closely-knit team, the capacity to independently initiate work without constant direction is highly valued. The workload demands a proactive approach.
- A capacity to think innovatively, identifying additional aspects that require attention, and addressing routine tasks that may not be particularly thrilling is important.

***:
**Qualifications**:

- Possession of a degree (BA or BSC) OR 4+ years of directly-related Tier 2 experience.
- Familiarity with working in an ITIL V3 framework.
- Advanced familiarity with tools like ServiceNow, Azure Online, TeamViewer, SCCM, Active Directory (including Azure AD), and Desktop Authority.
- Recent experience in a large organization with a personnel strength of 5000 or more.
- Spanish speaking skills are advantageous at Teck.
- Exceptional organizational, written, verbal, and interpersonal communication skills are imperative.
- Capacity to manage multiple tasks simultaneously, including handling interruptions and returning to tasks promptly.
- Thorough understanding and history of supporting Windows 10, Office 2016/9 MSI, O365 CTR, and O365 Online.
- Possession of positive, professional interpersonal skills.
- Prior exposure to a customer-facing role, such as retail, hospitality, or other service-based positions, even in the early stages of one's career.
- Proficiency in working with, troubleshooting, and configuring WDS/SCCM imaging workflows.
- Experience with PowerShell scripting and other software automation methods.
- Experience in supporting multi-function Xerox printers, particularly AltaLink models.
- Familiarity with a purchasing/requisitioning system.
- Recent history of supporting Apple in an enterprise setting, utilizing JAMF and InTune.
- Additionally, preferred qualifications may include professional certifications from entities such as BCIT or HDI (Desktop Support Technician or Support Center Analyst), CompTIA or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator).

***:
**About Teck**:
At Teck, we value diversity. Our teams work collaboratively and respect each person’s unique perspective and contribution.

Qualified applicants interested in joining dynamic team are encouraged to submit a resume and cover letter electronically.

Teck is a diversified resource company committed to responsible mining and mineral development with major business units focused on copper, steelmaking coal and zinc, as well as investments in energy assets.

Teck has been named one of Canada’s Top 100 Employers for the six consecutive years. Teck has also been named to the Forbes list of the World’s Best Employe

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