IT Service Center Agent Fleet

1 day ago

Fort Erie, Canada De Havilland Full time

Fleet Canada Inc., part of the De Havilland family, is an equal opportunity employer in the aerospace manufacturing sector. We are committed to inclusive, barrier-free recruitment and work environments. Located in Fort Erie, Ontario, our dynamic 500,000 sq. ft. build-to-print facility specializes in manufacturing sheet-metal, machined, and composite parts and assemblies for several major aerospace OEMs. We are currently launching an exciting new program and are seeking bright, talented individuals who are eager to lead and grow with our evolving organization. Our culture is grounded in mutual respect and driven by a passion for continuous improvement. Fleet Canada Inc. offers fulfilling careers in a variety of areas, including production, engineering, quality, methods planning, and management. Join our reputable, family-oriented team, where careers are not only built—but nurtured. Enjoy the rewards of a stable, fast-paced, and growing company that values your success and offers ample opportunities for professional development.
**Core Responsibilities**:

- Provides the first level technical support Fleet business users through our primary methods of contact (Phones, Self Serve, Deskside support)
- Manages workload in accordance with defined KPI and SLA measurements
- Execute Access Management activities (Account MACD)
- Build and revise process workflows based on changing needs of the environment and services offered by IT
- Be the central point of coordination for Resolution of complex end user issues.
- Works closely with internal IT partners at De Havilland in “Transition to Operations” guidance and core content requirements for Service Desk support
- Must be innovative in identifying means to improve IT service quality within established boundaries.

**Characteristics for Successful Performance**:

- Builds and cultivates mutually beneficial relationships with team members and leaders, building strong external networks with people in the industry or profession.
- Creates an environment encouraging the open exchange of information and viewpoints.
- Applies self-management techniques to include: acting with integrity, demonstrating adaptability, setting personal development goals, and working efficiently.
- Ability to quickly comprehend the functions and capabilities of new technologies
- Strong oral and written communication/presentation skills, effectively communicating technical issues.
- Strong problem solving and troubleshooting skills
- Ability to work independently, or as part of a team

**Required Professional Qualifications and Education**:

- Bachelor’s degree in computer science, engineering, business or another relevant field combination of education and real-world experience
- Typically, has 2 - 5 years of IT work experience in various user-facing roles
- 5 years of experience working in a Service Desk including support for desktop support, customer service and/or production support in multi-platform environments.
- Microsoft Office and O365
- Apple & Android product management
- Windows 10 & 11 image management
- MS Teams
- Active Directory management
- Citrix and VM configuration
- Proficient troubleshooting VPN technologies
- In-Tune & SCCM
- MS Teams Meeting room & AV technology
- Previous experience in developing knowledge base articles, quick reference guides and self-help content for users.

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