Senior Desktop Technician

7 days ago

Ottawa, Ontario, Canada Royal Canadian Mint Full time
{"h3": "Job Summary"}

The Royal Canadian Mint is seeking a highly skilled Senior Desktop Technician to join our IT team. As a key member of our Service Desk team, you will be responsible for providing expert-level technical support for our desktop operating systems, custom and purchased software applications, and computer hardware and peripheral devices.

{"h3": "Key Responsibilities"}
  • Provide high-quality, professional, service-oriented Level 2 IT desktop support to the end-user community, via telephone, email, or interpersonal communication.
  • Troubleshoot complex problems associated with desktop operating systems, custom and purchased software applications, and computer hardware and peripheral devices.
  • Monitor and document Level 2 incidents in the service management tool and act as a senior level 2 escalation point for more difficult issues faced by more junior members of the team.
  • Deploy desktop, laptop, and workstation class computers to the user community using common deployment and configuration tools.
  • Contact external vendors, suppliers, and relevant corporate authorities when required to diagnose and solve PC and related software and hardware problems.
  • Asset Management, including both hardware and software assets.
  • Auditorium and Audio Visual support within the Mint corporate environment.
  • Maintain productive relationships with peers and management in IT and the clients whose issues are being worked on. Interfaces with other business units to diagnose issues and plan improvements in service.
  • Identify and recommend improvements to technical and process issues. Assist in identifying process gaps, and the implementation of continuous improvement.
  • Mentor and train other technicians as required.
  • Document team level processes and procedures, and assist in the execution of team level projects.
  • Assist in the research and implementation of new technology solutions and in the testing and evaluation of new products, both internal and external.
  • Comply with IT practices and procedures at the Mint.
  • Responsible for investigating and resolving issues identified by the Problem Management process.
  • Administration of cloud-based applications.
  • Skilled in writing and verbal communications.
  • Must demonstrate strong initiative, judgment, reliability, and high level of integrity.
  • Ability to work independently and to work with others as a team.
  • Ability to motivate and maintain a positive work environment.
  • Excellent attention to detail.
  • Strong willingness to learn and develop skills, with a focus on continuous improvement.
{"h3": "Requirements"}
  • Advanced to expert-level knowledge of Windows desktop operating systems, including Windows 7 and Windows 10.
  • High degree of familiarity with Microsoft SCCM and Windows Imaging and deployment technologies (WDS, MDT).
  • Familiar with a variety of end-user hardware, including a variety of PC models, laptops, printers, scanners, iPhones, iPads, and MAC devices.
  • Knowledge regarding cyber security procedures, endpoint protection, password compliance, and remote access technology.
  • ITSM and best practices regarding service management.
  • Knowledge of Windows Servers, Active Directory, and networking in a large-scale corporate environment.
  • Knowledge of the Health & Safety Program at the Mint.
{"h3": "Why the Mint?"}

At the Royal Canadian Mint, you will collaborate with a diverse group of people and be a part of an iconic Canadian organization. Your safety and wellbeing are our top priority. We offer outstanding pay and total rewards for you and your family and you will be supported to continuously learn throughout your career.

{"h3": "What to Expect"}

In order to be considered for an interview, please clearly demonstrate on your application how you meet the education and experience qualifications. The additional qualifications may be assessed through interviews, exams, reference checks, etc. If successful, you will be required to complete a background check facilitated by the Mint in order to obtain a security clearance.

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