Service Desk Technician

The Salvation Army Canada and Bermuda; Canada; Hybrid; CAD 50,000 - 63,000; Full time

Job summary

An established industry player is seeking a Service Desk Technician to join their dynamic IT team. This role focuses on delivering exceptional customer service while troubleshooting and resolving technical issues for employees. You will engage with users through various channels, utilize diagnostic tools, and perform hands-on fixes when necessary. As part of a significant digital transformation, you will contribute to improving service delivery and support a wide range of IT initiatives. This position offers a chance to grow your career in a supportive and inclusive environment, making a meaningful impact across Canada and Bermuda.

Benefits

Work from home

Flexible hours

Continuous learning and growth

Dynamic team environment

Opportunities for career growth

Qualifications

• Experience in customer service and problem-solving in IT environments.
• Familiarity with Windows 10, Mac OS, and Microsoft Productivity Suite.
• Knowledge of ITIL principles and relevant certifications.

Responsibilities

• Provide support via phone, web, email, and chat for issue resolution.
• Perform hands-on fixes and document service desk processes.
• Assist in software releases and contribute to knowledgebase.

Skills

Customer Service

Problem Solving

Windows 10

Mac OS

Microsoft Productivity Suite

Communication Skills

Interpersonal Skills

ITIL Principles

Education

Certificate from a recognized college or technical school

ITIL Foundations Certification

A+ Certification

Tools

ServiceNow

O365 Administration

Active Directory

Azure AD

Diagnostic Utilities

Job description

Career Opportunities with The Salvation Army

Canada and Bermuda

A great place to work.

IT Careers at The Salvation Army Canada and Bermuda

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Current IT job opportunities are posted here as they become available.

Division: Information Technology, Service Delivery & Productivity

About The Salvation Army

For more than 130 years, The Salvation Army (TSA) has had the privilege of serving vulnerable people in communities across Canada and Bermuda. Last year, we helped over 2 million people, providing necessities of life such as food, clothing, and shelter. And our work goes well beyond that to including supporting people through unemployment, loneliness, finding church community, and responding to family challenges. We continually adapt to meet emerging needs.

These are exciting times at The Salvation Army as we launch a significant digital and business transformation. We are in the midst of revolutionizing our core capabilities to maximize service and mission outcomes. This will include an integrated platform for relationship and people management, learning, intranet and data warehouse. In order to support our internal customers, we are now recruiting for a Service Desk Technician.

The Service Desk Technician provides an excellent customer service experience to our employees while triaging, troubleshooting and problem solving. This integral position enjoys building rapport with customers, uncovering issues through keen attention to detail and presenting resolutions in a user-friendly manner.

What you’ll be doing in this role:

• Provide support to incoming requests via telephone, web portal, email and chat to ensue courteous, timely and effective issue resolution
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledgebase
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes
• Record, track, and document the service desk incident-solving process, including all decisions made and actions taken, through to final resolution
• Assist in software releases, rollouts, and installations according to change management best practices
• Hardware setups and configurations according to departmental and/or manufacturer specifications
• Create, modify and remove/disable accounts
• Escalate incidents with accurate documentation to suitable technician when required
• Identify common incidents and inform management to emerging trends in incidents
• Develop help sheets and FAQ lists for end users
• Contribute to technician knowledgebase and training as needed
• Provide suggestions for continual improvement

What you bring to the table:

• Certificate from a recognized college or technical school
• ITIL Foundations and A+ Certification
• Experience with Windows 10 and Mac OS
• Application support experience with Microsoft Productivity Suite
• Working knowledge of a range of diagnostic utilities
• Working knowledge of ServiceNow preferable
• Working knowledge of O365 administration, Active Directory, Azure AD
• Understanding of network principles, TCP/IP, VPN, DNS, DHCP
• Interest in working in an ITIL-driven environment and working knowledge of ITIL principals and processes
• Exceptional written and oral communication skills in English
• Exceptional interpersonal skills with a focus on rapport building, listening, and questioning skills

What We Promise

• Belonging to a creative, dynamic team of IT professionals where what you do will make a difference in your own backyard and across Canada & Bermuda
• Work from home and flexible hours
• Continuous learning and growth through challenging work
• The chance to be part of a leading digital and business transformation for over 100,000 employees and volunteers
• An opportunity to launch and/or grow your career with a huge, stable, international not-for-profit organization
• We live our Core Values as a faith & values-based organization, we hire and serve people of all backgrounds, faiths, and traditions – there’s a place for everyone to belong here.

Compensation

The salary range for this position is $50,303 (min.) to $62,878 (mid). Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

How We Hire

We are committed to creating a workplace where people experience meaningful work, a sense of hope and optimism, an environment of trust, and inspired results. If this sounds like an environment in which you would like to work, apply today!

We embrace equity, diversity, justice, inclusion and belonging and we’re committed to building a team that represents many backgrounds, perspectives and skills, representative of the communities we serve. The more inclusive we are, the better our work and workplace will be. The Salvation Army offers accommodation for applicants with disabilities in its recruitment process. If you are contacted to participate in an interview or screening process, please advise us if you require accommodation.

We thank all applicants and will contact candidates identified for interview.