Service Desk Technician

**What you'll do**:

- Provide prompt front line guidance and technical support to all SCIC staff and external customers.
- Record all calls placed to the Service Desk by creating incident reports and requests for service.
- Triage, gather information and escalate service requests or incidents reassigned to Service Desk to tier two or tier three resources.
- Deploy hardware, ensuring information is provided for inventory management as required.
- Classify and manage service requests for system hardware, software updates, and program changes; ensuring approvals and task assignment to technicians are completed.
- Act as an administrator for multiple work/technology environments including:

- Adobe - Assigning and removing licenses in the online portal.
- O365 - Assigning and removing licenses in the online portal.
- Service Desk Tool - Adding or removing access, Generating Reports, creating category’s, approval or automation flows and creating of knowledge base articles as required.
- Support SCIC’s CropConnect and AgConnect systems by enrolling customers, creating and maintaining passwords, and troubleshooting issues, while maintaining compliance with the security policy.
- Crop Insurance System - update using Data Base Utility.
- Use Remote Desktop Connection, Teams or SCCM software to connect to staff computer systems in order to troubleshoot and resolve issues.
- Leverage SCCM to deploy packaged software through software center as required
- Determine when system errors are universal to the corporation - troubleshoot and prioritize the impact and urgency of reported problems to determine corrective action.
- Support remote staff and contractors that uses Remote Access to connect to the virtual private network (VPN).
- Write procedures and instructions for different hardware and software features.
- Create/maintain the technical and end user knowledge bases in the Service Desk Tool.
- Design, create and maintain monthly and yearly reports using the Service Desk Tool.

**Qualifications**:
To be successful in this position you will need the completion of an information technology certificate program, supplemented with two years' related experience.

All service desk personnel need problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.
- ITIL Certification, Microsoft Certifications, A+ Certifications are an asset.
- Experience with PowerShell is an asset.
- Technical writing skills
- General knowledge and experience with:

- Office 365
- Adobe
- Smart Phones (iOS and Android)
- Remote Desktop, SCCM, PXE and PDQ
- A criminal record check is required.

**Competencies**:

- **Service Excellence**:Always displays respect, professionalism and dignity in daily interactions. Responds to customers with an appropriate level of urgency. Offers support to colleagues and customers that are in distress. Responds to customers with an appropriate level of urgency. Offers support to colleagues and customers that are in distress.
- **Personal Leadership and Development**:Demonstrates self-awareness by knowing oneself and the impact on one’s behaviors on others. Recognizes strengths and is open to feedback on enhancing skills. Seeks out continuous learning opportunities to further develop skills.
- **Strategic Thinking**:Has a clear understanding of organizational objectives and aligns daily tasks to strategic goals. Prioritizes work in alignment with organizational objectives. Asks questions to gain a clear understanding.
- **Decision Making**:Decisions are aligned with position responsibilities, boundaries and organizational policies and practices. Can clearly explain their theory behind the decisions they made. Makes timely decisions even when information is unclear or limited.
- **Innovation**:Remains positive during times of uncertainty. Looks for incremental improvements in work processes and results. Reflects on current environment and how the change will be received.
- **Analytical Thinking**:Asks questions to gain a clear understanding. Involves or moves the issue on to the right person. Makes suggestions at team meetings and to manager on potential/known issues and possible solutions.
- **Team Collaboration**:Shares knowledge and experience with others. Brings forward ideas, solutions and concerns to help the team problem solve and build solutions. Capitalizes on the strengths and skill sets of team members by aligning tasks with individual strengths.
- **Building Organizational Community**:Is friendly, positive and professional with people they meet. Works independently, interdependently and participates as a contributing member across work teams. Builds rapport and ensures others are informed.
- **Communication**:Conveys understanding and empathy from the other person’s perspective. Uses open-ended questions, active listening and dialogue to encourage others to provide information about underlying needs or iss