Help Desk Analyst

Agnico Eagle Mines Limited; Timmins; On-site; CAD 48,000 - 64,000; Full time

Job summary

Agnico Eagle Mines Limited is seeking a Help Desk Analyst to provide Level 1 and 2 desktop support for a wide end-user base in the Timmins region. You will work with IT teams and third-party vendors to resolve escalated issues, ensuring timely fixes within SLAs and maintaining documentation.

The role requires a college diploma or bachelor’s in a related field or current pursuit of such degree, familiarity with Windows environments, O365, SCCM, AD, and ITSM tools like ServiceNow.

Qualifications

• College diploma or bachelor’s in computer science, information systems, computer engineering, system analysis, or related field.
• Currently pursuing a degree in one of the related fields.
• Experience with ServiceNow or other ITSM tool is an asset.
• Experience in the mining industry is an asset.

Responsibilities

• Provide Level 1 & 2 desktop support to a geographically wider end-user environment.
• Collaborate with IT support teams and third-party vendors to resolve escalated requests.
• Work within established SLAs and participate in an on-call roster for regional operations.
• Produce and maintain updated technical documentation and knowledge bases.
• Ensure security and proper operation of IT systems in line with AEM policies.

Skills

Windows 10/11

Windows Server

O365

SCCM

Active Directory

Laptop hardware

ITIL concepts

Customer service

Education

College Diploma or Bachelor's in CS/IS/Engineering

Currently pursuing degree in related field

Tools

ServiceNow

Job description

For all jobs at our Australian operations please click on the respective blue link below.

For all other job postings at Agnico Eagle operations, projects and offices, please use the search tool below by selecting the preferred search criteria and language of postings.

Please note that positions outside Quebec are posted in English. Positions available in Quebec are all posted in French, minimally.

Job Description - Help Desk Analyst (ONT00110)

Help Desk Analyst ONT00110

WHAT DOES AGNICO EAGLE VALUE?

At Agnico Eagle, our values never waver. We believe in trust, respect, equity, family and responsibility. Why? Because they express who we are, and they have helped us succeed in business for over 60 years. We value you – your unique set of skills and experience. We value your willingness to build those skills and make a meaningful contribution to our company. And, we value your commitment to treat every person on our team with respect, helping us to operate safely, protect the environment and make a positive contribution to our local communities.

ABOUT OUR OPERATION

Canadian-based and led, Agnico Eagle is Canada's largest mining company and the second largest gold producer in the world. It produces precious metals from operations in Canada, Australia, Finland and Mexico and has a pipeline of high-quality exploration and development projects. Agnico Eagle is a partner of choice within the mining industry, recognized globally for its leading sustainability practices. Agnico Eagle was founded in 1957 and has consistently created value for its shareholders, declaring a cash dividend every year since 1983.

Want to learn more about our operations and projects? Click here !

YOUR NEXT CHALLENGE:

Reporting to the Manager IT Ontario Operations, you will be part of the Information Technology Department. Your role encompasses various responsibilities aimed at providing Level 1 & 2 desktop support to a geographically wider end-user environment. You will work closely with Agnico Eagle IT support teams and third-party vendors. This role encompasses both Business-As-Us-ual (BAU) and Project activities. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of remote diagnostic and help request tracking tools, as well as require that the individual give in person, hands-on help at the desktop level. You will ensure that the goals and objectives are achieved while promoting and respecting Agnico Eagle’s values, Health & Safety Code of Conduct and the environment.

• Process all AEM Ontario Help Desk requests received via email, phone calls and walk-ins;
• Provide Level 1 & 2 Technical Support;
• Assign Tier 2 requests to relevant Operational Support Teams and follow-up where required to maintain SLA targets;
• Participate in an On-Call Emergency Support roster for regional operations;
• Identify improvement opportunities to help deliver high quality service;
• Produce and maintain updated technical documentation and customer facing knowledge bases;
• Prioritize and Maintain security of IT systems within the guidance of AEM Policies;
• Providing friendly and efficient customer service.

WHAT YOU NEED TO SUCCEED

• College Diploma or bachelor’s degree in computer science, Information Systems, Computer Engineering, System Analysis, or a related field, OR;
• Currently pursuing a degree in Computer Science, Information Systems, Computer Engineering, System Analysis, or a related field, OR;
• Equivalent work experience in the relevant field • ServiceNow Platform Knowledge or other ITSM tool would be considered an asset;
• Experience in the mining industry would be considered an asset;

Beginner to Intermediate knowledge in most, but not all of the following:

• -MS Windows 10/11
• -MS Windows Server
• -MS O365
• -MS SCCM
• -Managing objects in a Windows Active Directory environment
• -Laptop/desktop hardware

A basic understanding of the following would be considered an asset:

• -Help Desk Analyst
• -VOIP Systems
• -Networking hardware and configuration
• -VMWare
• -Server and storage area network hardware
• -ITIL concepts

Excellent working knowledge of all Microsoft Office Suite applications, especially Outlook, Excel, Word & PowerPoint.

YOUR WORK SCHEDULE:

• Schedule: 40 hours per week, Monday to Friday at our Timmins Regional office;
• Occasional visits to site may also be required.

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Compensation Statement

In accordance with applicable legislation, the expected compensation includes base salary and potential bonus opportunity. Your individual pay will reflect your skills and experience while remaining competitive within the local market.