Desktop Support Technician

Payments Canada; Old Toronto; On-site; CAD 65,000 - 82,000; Full time

Job summary

Join a forward-thinking organization that is dedicated to enhancing the payment systems in Canada. As a Desktop Support Technician, you will play a vital role in delivering technical support and improving service delivery for Payments Canada’s clients. This position offers a unique opportunity to work in a collaborative, hybrid environment where you will engage with diverse teams and contribute to impactful projects. You will be responsible for troubleshooting technical issues, managing incidents, and providing exceptional customer service. If you're passionate about technology and eager to make a difference, this role is perfect for you.

Benefits

Flexible work environment

Competitive compensation package

Comprehensive health and dental benefits

Paid time off

Parental leave top-up

Rewards and recognition program

Access to Office Gym Facilities

Professional development opportunities

Fun team events

Monthly All Staff Forums

Qualifications

• 3+ years of experience in operations or service desk support.
• Post-secondary education in computer science or related field.

Responsibilities

• Provide technical support and advisory services to clients.
• Assist in project management and technical training for employees.

Skills

Technical Support

Customer Service

ITIL

Project Management

Asset Management

Education

Post-secondary degree in Computer Science

Equivalent work experience

Tools

Service Desk Software

IT Management Tools

Job description

Job Description

Payments Canada’s purpose is to make payments easier, smarter and safer for all Canadians. We care deeply about our employees’ well-being and are committed to providing a flexible, hybrid work environment that supports in-person connection and remote work.

Get to Know Us

We are a unique organization situated at the centre of Canada’s payments ecosystem. We own and operate payment systems that process hundreds of billions of dollars worth of payment transactions every business day. We convene ecosystem participants to discuss their multiple and diverse interests and ideas, and to navigate industry-level challenges. We adhere to a set of values that in themselves are tensions: Inspire Trust, Build Community and Enable Change.

Payments Canada where our country connects:
https://www.youtube.com/watch?v=czEJQ0jhqIU

Our Culture

We are a collaborative, diverse and passionate group of individuals. We support one another, make impactful contributions to the organization, and develop and nurture meaningful connections across our ecosystem!

About the role:

The Desktop Support Technician is responsible for providing technical and advisory services to Corporate Service Desk clients. This includes performing and assisting in technical support; operational readiness, process design and improvement; technical enhancement and maintenance; request, incident, problem, asset, and knowledge management escalation; customer services and support; and related advisory services. The Desktop Support Technician acts as both first and second level support for any technical issues over the phone (remotely) or onsite (in-person).

What you’ll do

Your responsibilities as a desktop technician will include:

Technical Services and Program/Project Delivery:

• You will perform technical triage and remediation activities with a high level of customer service to Payments Canada’s service desk clients.
• You will act as a first point of contact and customer relationship liaison for Payments Canada employees.
• You will ensure that incidents are handled in a timely manner and appropriate escalation process is followed.
• You will assist the Team Lead in the performance of the ITIL function for the Desktop Support team, which includes: request, incident, problem, asset, knowledge management, escalation processes, execution of processes, perform quality assurance, participate in the implementation of changes and improvements, perform audits and monitor activities; performance trends and analysis activities and provide related advice and technical support.

Service Delivery Solutions:

• You will assist in project teams composed of internal technical staff and consultants. You will be responsible to assign priorities, tasks, and activities, monitor and report on progress and provide technical expertise and solutions.
• You will assist the Team Lead in project management functions by providing effort estimates and assist in development of project schedules, plans and recommendations.
• You will provide technical guidance to the service desk team.
• You will provide technical training to Payments Canada employees.

Minimum Qualifications

• Post-secondary degree or diploma in computer science or other field related to information systems and technology, or equivalent work experience with formal post-secondary education;
• Minimum three (3) years of experience in an operations support environment and/or service desk environment;
• Minimum of three (3) days per week to be spent working in the office;
• Participation in on-call support rotation along with periodic overtime will be required;
• Government of Canada Reliability or eligibility to obtain is a minimum requirement.

Preferred Qualifications

• Information Technology Infrastructure Library (ITIL) foundation certification in IT Service Management is considered an asset;
• Experience in Asset Management is considered an asset;
• Bilingualism (English and French) is considered an asset.

Salary Range

• Based on qualifications and experience: CAD $65,026 and $81,283.

Please submit your application by October 24, 2024.

Payments Meets Purpose - What you can expect from us

• Flexible, hybrid (remote/office) environment;
• Competitive compensation package, including annual variable bonus and defined contribution pension plan with employer matching percentage (If eligible);
• Comprehensive health and dental benefit coverage, including mental health coverage, life insurance and a health spending account for you and your dependents (Permanent and temporary employee's with contracts 12 months & over);
• Paid time off: minimum four weeks paid vacation, sick and personal days, December Holiday Shutdown and Cultural Holiday Observance Days;
• 26 Weeks of paid maternity and parental leave top-up;
• Rewards and recognition program;
• Access to Office Gym Facilities;
• Internal and external professional development opportunities;
• Fun team and organizational events;
• Monthly All Staff Forums led by our Executive Leadership Team.

Our Diversity, Inclusion and Equity Commitment

At Payments Canada, we are committed to making everyone feel they can be themselves and thrive at work. We will continue to build on a foundation of respect and appreciation for diversity in all forms and collectively create an inclusive and equitable culture where our differences are valued.

We are committed to employment equity and actively encourage applications from women, Aboriginal people, persons with disabilities and visible minorities. If selected for an interview, please advise us if you require special accommodation by emailing [e-mail].

We thank all applicants for their interest in this opportunity. Preference will be given to Canadian citizens and permanent residents. Only selected candidates will be contacted for an interview. Interviews may be conducted virtually or in person.