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Desktop Support Technician

3 weeks ago

Toronto, Canada Payments Canada Full time

| About the role

The Desktop Support Technician is responsible for providing technical and advisory services to Payments Canada employees during local business hours. This includes: performing and assisting in technical support; process design and improvement; technical enhancement and maintenance; incident and problem escalation; customer services and support; and related advisory services. They are the second level support to the Service Desk for any technical issues that cannot be resolved remotely.
- What you’ll be doing
- Perform technical activities and provide customer service;
- Act as a first point of contact and customer relationship liaison;
- Provide first/second level technical support to Payments Canada employees;
- Ensure that incidents are handled in a timely manner and appropriate escalation is followed;
- Assist in work of project teams composed of internal technical staff and consultants. Assign priorities, tasks, and activities, monitors and reports on progress and provides technical expertise and solutions;
- Assist the Senior Analyst in project management functions by providing effort estimates and assisting in developing project schedules, plans and recommendations;
- Assist by providing technical guidance to Service Desk team;
- Maintain client relationships and provide technical support and services to Payments Canada employees. Ensure employee needs are identified, analyzed and addressed in a timely manner to the satisfaction of Payments Canada senior management and the client;
- Maintain relationships with external clients, service providers and vendors to identify new technical solutions to improve on-going maintenance and support of Payments Canada’s IT Support & Service.
- You’ll need to have
- Post-secondary degree or diploma in computer science or other field related to information systems and technology, or equivalent related work experience with formal post-secondary education;
- Minimum 3 years’ experience in an operations support environment and/or Service Desk environment;
- 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.
- It would be great if you had
- Information Technology Infrastructure Library (ITIL) foundation certification in IT Service Management;
- Bilingualism (English and French);
- Level II Secret Clearance or eligibility to obtain.
- What we can offer you
- Competitive compensation package;
- Health and dental benefits;
- Defined contribution pension plan;
- Flexible work arrangements;
- Professional development opportunities;
- Prime downtown locations (Ottawa & Toronto) close to transit and shopping;
- Gym and shower facilities;
- Bike lockers.
- Internal Applicants

**Salary**: $49,806.00-$66,408.00 per year