Desktop Support Technician

7 months ago

Ottawa, Canada Payments Canada Full time

Payments Canada allows employees to work in an environment that best promotes their health and productivity, while providing quality in-person events and office experience. We aim to hire locally within the greater Ottawa and Toronto regions.
- Get to Know Us
We are a unique organization at the center of the payments ecosystem and Canadian economy. We are responsible for balancing and leading in an environment of multiple interests, ideas and challenges. We successfully navigate these challenges by adhering to a set of values that in themselves are tensions: Think Big + Act Responsibly, Be Ambitious + Raise the Team, Keep Momentum + Be Rigorous.
In 2021, we cleared and settled more than 8 billion transactions, totaling $135 trillion, or $539 billion each business day.
- Our Culture
We are a collaborative, diverse and passionate group of individuals. We support one another, make impactful contributions to the organization, and develop and nurture meaningful connections across our ecosystem
Come and join us - Where payments meet purpose

|About the role

The Desktop Support Technician is responsible for providing technical and advisory services to Corporate Service Desk clients in a 8:00 - 17:00 shift rotation environment. This includes: performing and assisting in technical support; operational readiness, process design and improvement; technical enhancement and maintenance; incident and problem escalation; customer services and support; and related advisory services. The Desktop Support Technician acts as both first and second level support for any technical issues that cannot be resolved remotely.

|What You’ll Do
- Perform technical activities and provide customer service;
- Act as a first point of contact and customer relationship liaison;
- Provide first/second level technical support to Payments Canada employees;
- Ensure that incidents are handled in a timely manner and appropriate escalation is followed;
- Assist in work of project teams composed of internal technical staff and consultants. Assign priorities, tasks, and activities, monitors and reports on progress and provides technical expertise and solutions;
- Assist the Senior Analyst in project management functions by providing effort estimates and assisting in developing project schedules, plans and recommendations;
- Assist by providing technical guidance to Service Desk team;
- Maintain client relationships and provide technical support and services to Payments Canada employees. Ensure employee needs are identified, analyzed and addressed in a timely manner to the satisfaction of Payments Canada senior management and the client;
- Maintain relationships with external clients, service providers and vendors to identify new technical solutions to improve on-going maintenance and support of Payments Canada’s IT Support & Service.

| Minimum Qualifications
- Post-secondary degree or diploma in computer science or other field related to information systems and technology, or equivalent related work experience with formal post-secondary education;
- Minimum 3 years’ experience in an operations support environment and/or Service Desk environment;
- Participation in on-call support rotation along with periodic overtime will be required;
- Minimum of three days per week to be spent working in the office;
- Government of Canada Reliability or eligibility to obtain.

| Preferred Qualifications
- Information Technology Infrastructure Library (ITIL) foundation certification in IT Service Management is considered an asset;
- Bilingualism (English and French) is considered an asset;
- Level II Secret Clearance or eligibility to obtain is considered an asset.

| Salary Range
- Based on qualifications and experience: $53,126 and $68,067.

| Payments Meets Purpose - What you can expect from us
- Flexible hybrid (remote/office) environment;
- Competitive compensation package, including annual variable bonus and defined contribution pension plan with employer matching percentage (if eligible);
- Comprehensive health and dental benefit coverage, including mental health coverage, life insurance and a health spending account for you and your dependents (if eligible);
- Paid time off: minimum four weeks paid vacation, sick and personal days, December Holiday Shutdown and Cultural Holiday Observance Days;
- Paid maternity and parental leave top-up;
- Rewards and recognition program.

|Our Diversity, Inclusion and Equity Commitment
At Payments Canada, we are committed to making everyone feel they can be themselves and thrive at work. We will continue to build on a foundation of respect and appreciation for diversity in all forms and collectively create an inclusive and equitable culture where our differences are valued.

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