IT Support Technician

Desjardins; Aurora; On-site; CAD 52,000 - 73,000; Full time

Job summary

A financial services organization located in York Region, Canada, is seeking an IT support technician for a temporary position lasting 12 months. Responsibilities include providing user support in an IT call center environment, resolving requests, and contributing to process improvement. The role requires a minimum of two years of IT experience and strong communication skills in both French and English. The position offers a competitive salary ranging from $52,497 to $72,183 per year, four weeks of flexible vacation, and comprehensive benefits.

Benefits

Competitive salary and annual bonus

Defined benefit pension plan

Group insurance including telemedicine

Reimbursement of health and wellness expenses

Qualifications

• Minimum of two years of IT experience.
• Call centre/help desk experience.
• Strong communication skills in both French and English.

Responsibilities

• Provide front-line technical support for user service requests.
• Resolve technology incidents reported by users.
• Enhance customer service and contribute to process improvements.

Skills

Customer Focus

Situational adaptability

Strong communication skills

Decision quality

Tech savvy

Education

College diploma in a related field

Job description

Temporary position for 12 months.

Required

The role of IT support technician provides user support and assistance for IT system applications, including installation, configuration, best practices, issue resolution, service request management, and IT and technical incident management. You help keep IT equipment up and running, particularly through server administration. Primary role is situated in an IT call centre environment, guided by Experts, Coaches, IT Management and Workforce Management (WFM) scheduling. You serve as technical team collaborator and provide discipline‑specific support for your unit’s activities, initiatives and processes. The ability to tailor your approach as needed is therefore essential. You research and analyze processes, information management and data processing. You draw on your sound decision‑making skills to solve technical problems and help develop and improve methods and procedures. More specifically, you will be required to:

• Engage in a call centre team environment to provide front‑line technical support for service requests and technology incidents reported by users
• Support calls, chats and web ticket contact types from users
• Resolve requests and incidents or process service requests according to established standards and elevate to specialized solution areas as required
• Provide users and internal partners with a high level of customer service
• Contribute to collaborative solutions and support our culture
• Foster process improvement and our evolution of IT

What we offer

• Competitive salary and annual bonus
• Salary range: $52,497 to $72,183 per year
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment
• Benefits apply based on eligibility criteria

What You Bring To The Table

• College diploma in a related field
• A minimum of two years of IT experience
• Other combinations of qualifications and relevant experience may be considered
• Call centre/help desk experience
• Strong communication skills in both French and English, oral and written, due to the nature of the duties or work tools or because the position involves interactions with English‑speaking partners, members and/or clients
• Available to work for position supports Call Centre Hours - Monday to Friday: 6:30 a.m. – 8:00 p.m. EST, and Saturday 8:00 a.m. – 5:00 p.m. EST (Rotational shifts). Coverage for some Statutory Holidays may be required to service business areas

Action oriented, Customer Focus, Decision quality, Situational adaptability, Tech savvy

Trade Union (If applicable)

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

Job Family

Information technology (FG)

Desjardins uses tools that incorporate artificial intelligence functionalities to screen or assess applicants as part of the recruitment process for this position.