Service Desk Technician

**What you'll do**:

- Provide prompt front line guidance and technical support to all SCIC staff and external customers.
- Maintain hardware assets via the inventory management system, ensuring adequate inventory supply in the IT stock room.
- Manage service requests for system hardware, software updates, and program changes; ensuring approvals and assignment to technicians are completed.
- Ensure timely allocation and decommissions of IT related assets.
- Prepare, including loading system images on equipment, deploy and track end user hardware.
- Research new equipment, make recommendations on equipment and order approved equipment.
- Work as a liaison between technical and/or program analysts in analyzing and correcting system problems reported by users - hardware, network or software programs.
- Record all calls placed to the Service Desk by creating incident reports and requests for service.
- Act as an administrator for multiple work/technology environments.
- Manage security requests for staff making changes to network.
- Use Remote Desktop Connection software to connect to staff computer systems in order to troubleshoot and resolve issues.
- Determine when system errors are universal to the corporation - troubleshoot, prioritize and determine the impact and urgency of reported problems and determine corrective action depending on urgency.
- Support CropConnect and AgConnect by enrolling customers, creating and maintaining passwords, and troubleshooting issues; while maintaining compliance with the security policy.
- Design, create and maintain monthly and yearly reports using the Service Desk system.
- Update the Crop Insurance system using Data Base Utility.
- Work with staff that uses Remote Access to connect to the virtual private network (VPN).
- Write procedures and instructions for different hardware and software features.

**Qualifications**:

- To be successful in this position you will need the completion of a two year post-secondary program in Computer Science supplemented with two years’ directly related experience. Other qualifications include:

- Knowledge and experience of computer hardware and software used by SCIC such as: monitors, printers, cameras, Microsoft Office, Windows, SharePoint, Crop System, CERES, CRM, Remote Desktop, Citrix, Active Directory, Exchange, Smart Phones, and Tablets.
- Knowledge of SCIC systems and strong business knowledge of corporate policy and procedures.
- 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 behaviours 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 issues. Communicates complex issues clearly and with credibility.
- **Accountability**:Treats everyone with respect and fairness. Assumes responsibility for personal actions, behaviours and results. Promotes integ