Service Desk Tier 2 Support Specialist

**Service Desk Tier 2 Support Specialist**

**Take a central role**

The Bank of Canada has a vision to be a leading central bank—dynamic, engaged and trusted—committed to a better Canada. No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in an organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in our environment.

Building on the principles that have always guided us - excellence, integrity and respect - we strive to be forward-looking and innovative, to welcome people with diverse perspectives and talents, and to earn trust by living up to our commitments and by clearly explaining the intent of our policies and actions.

With our defined-benefit pension plan, benefits, and high flexibility for work life balance - find out more about why we are annually ranked as one of Canada's top employers: Working Here - Bank of Canada

Find out more about the next steps in our Recruitment process.

**What you will do**
The Service Support Specialist provides second-level Service Desk support to internal Bank clients. This position provides a high level of technical support to ensure the successful delivery of the Bank’s desktop-related solutions. The Deskside Technician also provides a high level of customer satisfaction through the effective delivery of multiple technology-support activities. This position provides technical leadership within the following areas: second-level Service Desk support (hardware and software), network printer configuration and support, telephony support and specialized software tool support.

Other responsibilities include:

- install, move, set up and provide ongoing support to all staff for desktop and laptop computers, peripherals, printers, office telephones and wireless devices such as iPhones and cellphones
- install and configure software
- provide deskside support for calls that cannot be resolved over the telephone or by remote management
- assist the Service Desk agents with vacation and break coverage
- resolve uncommon client issues (second-level issue resolution) in a timely manner and in compliance with information technology (IT) service procedures: diagnose, analyze, resolve and document local and remote-user technical issues and service requests, including complex hardware and software problems associated with desktops, laptops and peripherals
- provide technical problem-solving guidance and advice to users
- provide input in the creation and ongoing maintenance of a knowledge base on technical issues
- provide input into the ongoing amendment of supporting standards, guidelines and documentation
- deliver high-quality customer service to users within service levels
- provide on-the-job training to colleagues and clients
- participate in ongoing initiatives to improve the Service Desk
- support project initiatives related to the Bank’s desktop environment
- on-call work as required

**What you need to succeed**
- expert experience in executing incident and problem management
- advanced Microsoft knowledge and experience in desktop and Office tool support
- intermediate knowledge of Unix, Windows and storage solutions
- basic experience in troubleshooting in a Transmission Control Protocol/Internet Protocol (TCP/IP) network environment

**Nice-to-have**
- ITIL certification
- SCCM certification

**Your education and experience**
The position requires a college diploma or university degree in a technology-related field, a minimum of four years of relevant IT experience and a minimum of three(3) years of recent experience in second-level IT Service Desk support or an equivalent combination of education and experience may be considered.

**Language requirement**

**What you need to know**
- Priority will be given to Canadian citizens and permanent residents
- Security level required: Be eligible to obtain Secret
- Relocation assistance may be provided, if required
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
- The official title for this position is “Service Support Specialist ”

**Hybrid Work Model**

The Bank offers work arrangements that provide employees with flexibility, enable high-performing teams, and support an excellent workplace culture. Most employees can telework from home for a substantial part of each month as part of the Bank's hybrid work model, and they are expected on site at the Bank location a minimum of eight days per month to help build connections between colleagues. You must live in Canada, and within reasonable commuting distance of the office.

**What you can expect from us**
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key bene