Support Technician

7 months ago

Winnipeg, Canada Manitoba Hydro International Ltd Full time

**Support Technician (One Year Term)**

Reporting to the Director, the Support Technician will provide quality customer service and technical support for all desktop computing equipment including associated operation systems, software, utilities, communication networking and peripherals. The Support Technician will provide efficient, effective quality, customer service when delivering problem resolution solutions and responding to service desk ticketing system inquiries at Manitoba Hydro International Ltd (MHI).

**Your Role**:

- Provide Service Desk point of contact support for consultation, problem determination and resolution for clients in all areas of Information Technology support and initiate the problem resolution process with a focus on ensuring end-user satisfaction.
- Respond to helpdesk ticket inquiries. After a ticket has been resolved, follow-up with client, prepare ticket comments and recommendations for the IT team and close. Document support and resolution for client requests and problems in the Help Desk Ticket System.
- Maintain and analyze inventory of all user assets, including equipment, software, and software licenses to ensure license compliance. Responsible for the control, maintenance and analysis of computer equipment inventory records including new purchases, redeployment, donation of surplus and scrap.
- Provide maintenance and support including installation, set up, upgrades and technical support of software and peripherals for MHI’s personal computers (desktop/laptop), printers and other end-user equipment.
- Provide maintenance and support for telephone and security card systems.
- Ensure new employees are set up with the appropriate equipment and system access onboard and exit.
- Liaise with clients to ensure requests for service has been handled promptly and courteously to their satisfaction, and be a liaison between our clients, when necessary.
- Participate in on-call support on weekends and corporate holidays as needed.
- Promote product awareness and competent use of IT Technology.
- Participate in special projects and related duties as required.
- “Principal Duties are intended to be an accurate reflection of the main duties essential for this position. They are not an exhaustive list of all duties, tasks, and responsibilities.”_

**About You**:

- A two year diploma in Computer Technology from an institute of recognized standing plus a minimum of two years directly related experience in desktop support specific to providing technical support for desktop computing, or;
- Grade 12 plus a one-year certificate in Computer Technology from an institute of recognized standing and a minimum of three years related experience in desktop support specific to providing technical support for desktop.
- Possess knowledge on standard product hardware and software offerings including Remote Access tools, MS-Office Suite, standard operating system, utilities, networking products including Internet, VPN, wireless and peripherals.
- Must be technically competent for desktop support, and performing problem resolution and follow up, includes competency in the supported products, office products, network hardware, related operating system files, LAN and Internet access.
- Self-motivated with time management and decision-making skills and must be analytical with demonstrated ability to prioritize work.
- Must be prepared to be on call on a rotational basis to provide a stable and reliable document management infrastructure environment for the company.
- Must have excellent interpersonal and communication skills and proven customer service skills.
- Must be physically capable of performing all duties of the position, including lifting computer equipment.

**Your Career at MHI**:

- Nine-day work cycle which normally results in every other Monday off.
- Hybrid work schedule, option to work remotely on Mondays and Wednesdays.
- Flex time options.
- Task variety - no day is ever the same.
- Being given a high level of responsibility and autonomy for your own work.
- Coaching and on the job training you can use to excel in your future career.
- Competitive salaries.
- Paid out vacation time and over time.
- International business experience including opportunities to communicate directly with diverse clients from all over the world.
- Free parking.
- Enjoy working in a friendly and relaxed corporate culture.

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

Pay: $62,000.00-$86,000.00 per year

**Benefits**:

- Flexible schedule
- On-site parking
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday
- On call
- Overtime

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Winnipeg, MB R3P 1A3: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you comfortable working in a hybrid setting?

**Language**:

- English (required)

Work Location: Hybrid

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