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Desktop Support Technician

3 months ago

Toronto, Canada Payments Canada Full time

Payments Canada’s purpose is to make payments easier, smarter and safer for all Canadians. We care deeply about our employees’ well-being and are committed to providing a flexible, hybrid work environment that supports in-person connection and remote work.
|Get to Know Us
We are a unique organization situated at the centre of Canada’s payments ecosystem. We own and operate payment systems that process hundreds of billions of dollars worth of payment transactions every business day. We convene ecosystem participants to discuss their multiple and diverse interests and ideas, and to navigate industry-level challenges. We adhere to a set of values that in themselves are tensions: Inspire Trust, Build Community and Enable Change.
**Payments Canada where our country connects**:
|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 Meets Purpose
|About the role;
The Desktop Support Technician is responsible for providing technical and advisory services to Corporate Service Desk clients. This includes: performing and assisting in technical support; operational readiness, process design and improvement; technical enhancement and maintenance; request, incident, problem, asset, and knowledge management 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 over the phone (remotely) or onsite (in-person).
|What you’ll do
**Your responsible as a desktop technician will include**:
**Technical Services and Program/Project Delivery**:

- You will perform technical triage and remediation activities with a high level of customer service to Payments Canada’s service desk clients.
- You will act as a first point of contact and customer relationship liaison for Payments Canada employees.
- You will ensure that incidents are handled in a timely manner and appropriate escalation process is followed.
- You will assist the Team Lead in the performance of the ITIL function for the Desktop Support team, which includes: request, incident, problem, asset, knowledge management, escalation processes, execution of processes, perform quality assurance, participate in the implementation of changes and improvements, perform audits and monitor activities; performance trends and analysis activities and provide related advice and technical support.

**Service Delivery Solutions**:

- You will assist in project teams composed of internal technical staff and consultants. You will be responsible to assign priorities, tasks, and activities, monitor and report on progress and provide technical expertise and solutions.
- You will assist the Team Lead in project management functions by providing effort estimates and assist in development of project schedules, plans and recommendations.
- You will provide technical guidance to the service desk team.
- You will provide technical training to Payments Canada employees.

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

|Preferred Qualifications
- Information Technology Infrastructure Library (ITIL) foundation certification in IT Service Management is considered an asset;
- Experience in Asset Management is considered an asset;
- Bilingualism (English and French) is considered an asset.

| Salary Range
- Based on qualifications and experience: CAD $65,026 and $81,283.

| 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 (Permanent and temporary employee's with contracts 12 months & over);
- Paid time off: minimum four weeks paid vacation, sick and personal days, December Holiday Shutdown and Cultural Holiday Observance Days;
- 26 Weeks of paid maternity and parental leave top-up;
- Rewards and recognition program;
- Access to Office Gym Facilities;
- Internal and external professional development opportunities;
- Fun team and organizational events;
- Monthly All Staff Forums led by our Executive Leadership Team