IT Technician

POSITION OVERVIEW

Reporting to the IT Site Coordinator, the IT technician provides on-site and remote support to users. He/she ensures the proper functioning of the computer equipment and services supporting the plant's operations. He/she shares information with several members of the IT team.

REPORTING RELATIONSHIPS

The Technician TI reports directly to the IT Site Coordinator of the site.

RESPONSIBILITIES & ACCOUNTABILITIES

·Works with the IT Site Coordinator and other departments to implement a successful IT plan.

·Assists in the implementation of the IT plan and trains the individuals who will need to use it.

·Diagnoses issues when computers or other technologies are not working as they should.

·Assist the IT Site Coordinator with multiple internal and external (vendors) to assist with patching and vulnerability remediation

·Assists with maintenance of computers and other forms of technology.

·Maintains the knowledge base in the ITSM.

·Fosters a customer-centric culture i.e., doing what is necessary to resolve customer issues.

·Accepts and acts on customer feedback to improve the products and services we deliver.

·Pays attention to all customer requests to build trust and confidence in our support capabilities.

·Good attention to detail matched with a keen sense of discovery and investigation.

·Maintain site assets inventory system.

·Any other duties as directed by the IT Site Coordinator or Senior Manager, Service Desk.

·Schedule is on 7-hour shift, Monday to Friday with on-call on a rotational schedule

QUALIFICATIONS

·A diploma in a recognized post-secondary program in computer technology.

·IT related certifications and/or Project Management are an asset.

EXPERIENCE

·Minimum three (3) years' experience in support-related experience dealing with customers (in technical support environment).

·Experience diagnosing, troubleshooting and repairing technical issues.

·Experience communicating with and working with third-party vendor support (ie. Software issues).

·Familiarity with technical support tools, techniques, and IT services technology.

·Experience in a customer or client facing role.

·Excellent level knowledge and hands-on experience with the following:

oDesktop equipment

oWindows 2012 Server and above

oWindows 7 and above

oOffice 2013 and above including 365

oActive Directory

·Basic Working knowledge on network technologies (LAN, WAN, WiFi, DNS, TCP/IP, SNMP, DHCP).

·Experience in cybersecurity is an asset.

·Proficient in MS Excel, MS Word, MS Visio, MS Projects and MS Teams.

SKILLS AND ABILITIES

·Ability to understand and navigate in multiple different technologies.

·Ability to interact with technical and non-technical people.

·Solution-driven with an excellent customer focus and able to adapt quickly to change in business priorities.

·Good analytical/problem solving skills.

·Having organizational skills combined with the ability to prioritize multiple-concurrent tasks and demands.

LANGUAGE

·Excellent interpersonal skills combined with strong spoken and written communication skills in English.