Service Desk Technician

The Royal College of Dental Surgeons of Ontario (RCDSO) is a leader in health care regulation. As the governing body for more than 11,000 dentists in Ontario, our mission is to act in the public interest by putting patients first. We are committed to transparency, accessibility, openness and fairness in all our work.

Do you have excellent customer service and technical support skills? Join our team as the Service Desk Technician within our Information Technology (IT) department.

The Information Technology Department plans, operates and supports the College’s Information and Technology services and infrastructure, enabling our business partners to carry out their roles efficiently, productively and securely.

You will ensure staff have smooth and seamless access to the College’s IT hardware and software tools. This includes receiving, prioritizing, documenting, resolving user help requests, and escalating incidents when needed. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as providing remote, hands-on help at the desktop level.

What can I expect to do in this role?

Under the direction of the Service Delivery Supervisor, you will:

- Build rapport and elicit problem details from service desk customers
- Prioritize incidents and service requests according to defined processes to meet defined Service Level Agreements (SLAs)
- Escalate incidents with accurate documentation to the suitable technician when required
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution
- Use remote tools and diagnostic utilities to aid in troubleshooting
- Research solutions through internal and external knowledge bases as needed
- Provide essential security advice and support based on set guidelines
- Identify and learn appropriate software and hardware used and supported by the organization
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
- Develop help sheets and FAQ lists for end users
- Contribute to technician knowledgebase as needed
- Provide suggestions for continual improvements
- Other duties as assigned

What skills and background do I need?

**The Service Desk Technician requires**:

- College diploma or university degree in computer science and/or two years of equivalent work experience
- Excellent customer service orientation
- Knowledge of basic computer hardware troubleshooting
- Experience supporting Office 365 (Exchange Online, MS Teams, SharePoint Online)
- Experience supporting standard desktop productivity suites such as Adobe Acrobat, Office 2016+, etc.
- Experience with desktop and server operating systems, including Windows 10+, Server 2016+, Mac OS 11+, etc.
- Ability to work in a fast-paced environment and maintain confidentiality
- Strong documentation skills
- A keen eye for detail, self-directed and take/show initiative
- Excellent written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills; ability to collaborate closely within a team environment
- Strong reliability; displays pride in work quality
- Relying on best practices, data, research and/or evidence to make informed decisions
- Ability to think critically while trying different approaches to problem-solving
- CompTIA A+ would be an asset
- Knowledge of ITIL would be an asset
- Microsoft Cloud certification would be an asset
- French language proficiency is an asset

Compensation and Total Rewards
- Base annual salary between $55,871.52 to $62,855.46 (pro-rated for the duration of the contract), commensurate with experience
- Paid vacation and sick days (pro-rated for the duration of the contract)
- Half-day workdays before statutory holidays
- Onsite gym, corporate discount to GoodLife Fitness, and wellness-related webinars
- Opportunities to connect with colleagues through virtual and in-person social events

How do I apply?

Our recruitment process is conducted remotely unless otherwise specified.

Thank you for your interest; only applicants selected for an interview will be contacted.

The Royal College of Dental Surgeons is an inclusive employer.

Accommodation is available upon request under the Ontario Human Rights Code.