Desktop Information Generalist

Silver Lake Resources; White River Township; On-site; CAD 50,000 - 75,000; Full time

Job summary

Silver Lake Resources is seeking a Desktop Information Generalist to provide Level 1–3 helpdesk and desktop support for corporate and site staff at our Ontario operations. The role focuses on fast incident resolution and maintaining IT service levels across locations.

You will install and configure computer hardware and software, manage tickets, maintain security, backups, and support OT systems such as CITECT SCADA.

Qualifications

• Provide 1st, 2nd and 3rd level helpdesk and desktop support for corporate and site staff.
• Log service desk tickets and update on progress to meet SLAs.
• Install and configure hardware, software, networks, printers, and scanners.
• Maintain system access controls and data backups.
• Support OT systems including CITECT SCADA and CCTV.

Responsibilities

• Troubleshoot and resolve hardware and software issues to minimize downtime.
• Coordinate with sites to ensure timely incident resolution.
• Participate in IT policy and procedure updates.
• Provide user training on system use and access.

Skills

Helpdesk support

Desktop support

OT systems support

Security & access

Data backups

Tools

CITECT SCADA

Job description

Position Overview

The purpose of the position of Desktop Information Generalist is to provide Level 1, 2 & 3 Helpdesk and Desktop Support, to both corporate and site-based employees.

Safety

• Maintain exemplary standard of housekeeping at all times, safe work, incident/accident reporting & active involvement in safety initiatives to ensure a safe work environment.
• Abide by and proactively comply with Company policies, procedures, guidelines, and systems, as well as all relevant legislation.
• Understand and familiarise oneself with site Emergency evacuation procedures.

Company / Leadership

• Display conduct which is aligned with company Core Values, Policies and Procedures.
• Lead by example and actively participate to achieve department and company goals and objectives.

Behaviour / Attitude

• Support and follow all lawful instructions/directives from direct supervisor.
• Maintain a high level of professionalism and take responsibility for own conduct and behaviour in the workplace.
• Ensure good, clear lines of communication between all stakeholders, including the Site Management team, co-workers and contractors.

Knowledge / Skills

• Provide 1st, 2nd and 3rd level helpdesk & desktop support to both corporate and site-based employees.
• Ensure service desk tickets are managed accordingly, ensuring that all service levels are exceeded.
• Keep clients up-to-date with resolution efforts on current incidents.
• Be a strong contributor to IT Policies and Procedures
• Log calls in the ticketing system, and to update calls as action is taken.
• Instal and configure computer hardware, software, systems, networks, printers and scanners
• Undertake switching, routing, and construction of firewalls when requested
• Install, investigate, diagnose and solve computer software and hardware faults
• Manage stocks of equipment, consumables and other supplies.
• Install and maintain operating systems, network and application software on desktop computers
• Ensure minimal downtime to the mining operations or interruption to staff productivity.
• Support Operational Technology systems including CITECT SCADA, Seismicity Monitoring, CCTV etc
• Maintain regular housekeeping procedures, including data de-duplication, data backups, network optimisation and storage optimisation.
• Conduct training in systems use and access.
• Continuously monitor and maintain system access and security.

Teamwork

• Work collaboratively with others to achieve organizational goals – both within own department and site wide.
• Attend regular relevant site meetings to support and commit to the agreed outcomes
• Leverage of the talent and knowledge within the team to resolve problems.

Planning & Organisation

• Prioritise and complete tasks accurately as to specifications as assigned by direct supervisor within required timeframes.
• Proactively identify and address hazards before they arise as issues.
• Be punctual to work and all required site meetings.
• Undertake other duties as lawfully instructed.