Service Desk Technician

Reporting to the Manager, Client Support, The Service Desk Technician is responsible for providing technical and non-technical support to Manitoba Liquor & Lotteries end users and external customers by following the incident management process, ensuring minimal impact on the business activity of the organization and the user. The incumbent will act as a single point of contact for users and user issues, receive automatic alarm notifications and respond by procedure, and provide initial triage of service issues and elevate as appropriate.

• Receive, record, classify, route, prioritize, resolve and close all incoming IT related support calls, automated system alerts, service requests, and capital project requests within prescribed time limits.
• Process all incidents, including monitoring, tracking and communication of all incidents, problems, and service requests through to completion.
• Assist end users with software applications, file access and hardware support as required.
• Image and prepare new workstations for deployment.
• Research technical and non-technical problems and resolve in a timely manner.
• Action and close all Tier 1 support calls, including matching to recurring incidents, investigating, diagnosing, and resolving all incidents: recovering services/systems in a timely manner, and documenting all actions/resolutions in the support database.
• Escalate and route Tier II or III support calls to appropriate ITS staff, based on impact, urgency and prescribed priorities and resolution times.
• Work with external service providers to ensure that issues such as laptops, monitors, printers, meeting room equipment, and other ITS equipment at all locations are dealt with in a timely manner.
• Work with licensees, vendors, suppliers and specialty wine stores and software that external customers could use offered by MBLL ensuring that all external issues are dealt with in a timely manner.
• Provide on-site and remote ITS support for MBLL locations, remote staff as required.
• May provide on location support and prioritized executive & board level service for Tier 1 incidents and service requests.
• Perform Start of Day and End of Day procedures on all assigned systems.
• Follow up on incidents to ensure customer satisfaction.
• Coordinate communication of all planned and unplanned failures and outages to MBLL stakeholders.
• Assist store employees with network outages (reboot of router, switch and DSL equipment)
• Create and modify procedures as required.
• Monitor systems and network parameters (includes network for stores), and communicate failures and outages to impacted parties and leadership
• Assist with onboarding new employees and contractors to MBLL (Setting up system access, provisioning hardware, setting up multifactor authentication).
• iPhone support, configuration, setup, and troubleshoot.
• Assemble, set up, image and install software on POS registers.
• Coordinate banking information with external parties (e.g., Payment Provider, American Express, Financial institute).
• Monitor POS registers and pin pads on a regular basis.
• Coordinate and deploy ITS equipment for new and renovated stores.
• Serve as a member of the weekly stand by 7-day rotation group.
• Provide Service Desk support to team members and leadership in resolving all issues when on standby support.
• Verify and send out all required critical emails and messages promptly to appropriate groups and parties.
• Update any documentation for standby procedures.
• Follow all standby procedures when addressing issues during standby
• When on call rotation, must maintain availability and ability to respond to calls within prescribed timelines of receiving them 24 hours a day, 7 days a week, including holidays.
• Escalate all issues as per standby documentation and procedures.
• Modify and delete accounts for all assigned systems.
• Manage new administration accounts for all assigned systems.
• VoIP administration (configuring phones, number extension setup and assignment, voicemail account administration, account setup)
• User Access Audit Reports – setup, process, and complete the user access audit reports for critical MBLL systems.
• Maintain an inventory of all IT assets in the inventory database, including hardware, software and license agreements.
• Update the inventory database with additions of assets under the management of this position.
• Place asset tags on new IT equipment and record in the inventory database.
• Other related duties as assigned.
• Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification and experience.
• Strong written and verbal communication skills, analytical, and organization