Deskside Support Practicum Student

2 weeks ago

Victoria, Canada De Havilland Full time

De Havilland Aircraft of Canada Ltd. (‘DHC’) is a proudly Canadian aerospace company currently transitioning its corporate headquarters to Calgary, AB. DHC is undertaking a consolidation of its underlying subsidiary companies under a single brand currently offering engineering, aftermarket, new aircraft manufacturing, modifications, parts manufacturing, and flight training. DHC currently has approximately 1,200 employees based in BC, AB and ON as well as in markets and distribution hubs world-wide. Our strong entrepreneurial spirit, together with a culture of empowerment, quality and innovation create opportunities to grow and succeed in an organization with a proud heritage and bright future.

**Profile**:
We are currently recruiting for a Deskside Support Practicum Student to join our Information Technology team based in Victoria, BC. The Deskside Engineer will be assisting Tier I personnel in solving technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.

**Duties & Responsibilities**:

- Provide on-site assistance to De Havilland end users (Phone, Chat and In-Person).
- Assist Deskside team in preparing hardware for user deployment (Onboards, Offboards and lifecycle management)
- Reproduce, diagnose, and analyze problems reported by end-users, in turn formulating solutions to resolve the issue at hand.
- Configure and deploy IT equipment for new employees.
- Create knowledgebase articles related to activities that have not been previously documented
- Assess recurring issues to create automated processes where possible.
- Provide feedback to manager and team members regarding concerns or suggestions for processes and procedural improvements.
- Input into core device images, including security, standardizations, and device and security controls.
- Identify common themes with end user incidents, raise problem management tickets and work with the relevant parts of the IT organization to resolve problems.

**Education and Professional Qualifications**:

- Students majoring in Information technologies studies
- Students who have completed 2 years of study in information technology studies
- Familiarity of ITIL V3 or 4 foundations.
- Working knowledge of Microsoft environment (O365, Active Directory, Azure).
- Strong interpersonal, written, and verbal communications skills required with demonstrated ability to handle confidential information in a professional manner.
- Highly self-motivated and directed.
- Proven analytical and problem-solving abilities.
- Exceptional customer service orientation.
- Ability to work to deadlines and handle high volume as required.
- Effective attention to detail and a high degree of accuracy.
- Positive “can do” team attitude.

At De Havilland Aircraft of Canada (DHC), we are committed to protecting our people, customers, shareholders and the public through Health & Safety Excellence.

As such, it is an expectation that all employees maintain strict adherence to Health & Safety Policies and to perform key physical tasks of the position described in the job description and interview process. This may include but is not limited to the ability to work in a variety of environmental conditions including temperature extremes, confined spaces, working at heights and with or around chemicals.

Employees are expected to adhere to the use of personal protective equipment (PPE) when at work which must include but is not limited to the ability to maintain a positive fit test when mask use is required.
At De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment. All qualified applicants, regardless of gender, age, race, religion, sexual orientation, and disability, are encouraged to apply. De Havilland will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise your Talent Acquisition representative. Information relating to the need for accommodation and accommodation measures will be addressed confidentially.

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