Service Desk Technician

Alterna; Ottawa; Hybrid; CAD 50,000 - 55,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Alterna Savings is seeking a Service Desk Technician to be the first point of contact for user IT support across Ontario. You will resolve technical issues, document incidents, and provide courteous communication to staff at all levels.

The role covers acquisition, deployment, and operational management tasks, including hardware upgrades, problem triage, and user training as needed. A hybrid work arrangement is offered, with on-site and remote responsibilities.

Qualifications

• A+ Certification required.
• Office365 Certifications preferred.
• ITIL knowledge optional.

Responsibilities

• Field incoming support requests via phone, chat, and email in a courteous manner.
• Provide first-level contact and resolve end-user issues.
• Track, route, and document problems until resolution.
• Update end-user data and produce activity reports.
• Troubleshoot desktop PCs, printers, and peripherals.
• Collaborate with teams to improve service desk processes.

Skills

Network hardware knowledge

PC hardware troubleshooting

Windows & Mac OS support

Communication skills

Customer service

Education

A+ Certification

Office365 Certifications

ITIL – Optional

Tools

Freshservice

Active Directory

Azure

Office 365

Job description

Description

Job Type: Full-Time

Vacancy Status: This posting is for an existing Vacancy

Target Salary Range: 50,000 - 55,000

The compensation for this position is determined by a combination of skills, experience and is aligned to the market in which the job is posted. Your recruiter will provide additional details about our total rewards package during the hiring process.

Scope of Position

We are looking for a customer service-oriented Service Desk Technician to provide technical support to users in an efficient and accurate manner. As the first line of support for IT, you will solve technical problems and provide support for all assigned areas. The goal is to ensure service excellence is maintained to the standards set forth by the Alterna.

Service Desk Technicians are responsible for ensuring satisfaction in every step of problem resolution. This includes tracking detailed information about each service need in an incident management system and documenting in the incident management system as they as they troubleshoot the reported problem.

The ability to communicate effectively and professionally with staff at all levels across Alterna is essential.

Responsibilities

• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Make recommendation for improving Service Desk support services

Acquisition & Deployment

• Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware and potential software products for purchase.
• Write technical specifications for purchase of PCs, networking hardware and related products.

Operational Management

• Field incoming support requests from end users via both telephone, instant messaging and e-mail in a courteous and professional manner.
• Provide first level contact and convey resolutions to end-user issues
• Track, route and redirect problems to correct resources
• Update end-user data and produce activity reports
• Walk end-users through problem solving process
• Follow up with end-users, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed expectations
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of service desk procedures, products and services
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the Service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in and improve upon problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
• Perform hands-on fixes at the desktop level, including installing and upgrading Alterna’s standard desktop hardware and software, implementing file backups, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to Service requests.
• Assist and contribute to the development of help sheets and frequently asked questions lists for end users.
• If necessary, liaise with third-party support and PC equipment vendors.
• Provide guidance to other members of the team as required.
• Travel to branches and remote locations as required
• Work after hours and On-Call as required.

Qualifications

Formal Education & Certification

• A+ Certification
• Office365 Certifications
• ITIL – Optional

Knowledge & Experience

• Excellent technical knowledge of network and PC hardware
• Excellent hands-on hardware troubleshooting experience.
• Extensive experience with desktop operating systems - Windows & Mac OS
• Good knowledge of Apple Mobile Devices
• Strong desktop application support experience with MS Office 365
• Fluency with AV Equipment, Azure, Active Directory (AD), Ticketing Tools (Freshservice an Asset)
• Knowledge of ITIL and ITSM
• Working technical knowledge of current network protocols, operating systems, and standards
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Good understanding of the organization’s goals and objectives.
• Excellent written and oral communication skills.

Position Requirement

• Travel to branches and remote locations as required
• Come into central home office as per our hybrid model, 4 days a week or as required.
• On-Call Rotations
• After hours work as required.
• Lifting and transporting of moderately heavy objects, such as computers, devices, and peripherals.

About Alterna Savings

Alterna Savings and Credit Union Limited (Alterna) has been the good in banking™ for over 110 years. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.

As the first full-service, member-owned cooperative financial institution outside Quebec, Alterna Savings shares its expertise with 217,000 members through a network of 46 branches across Ontario, as well as call centre and digital channels. Members and customers also benefit from an industry-leading online brokerage, investment management services, and have access to over 43,000 surcharge-free ATMs in North America with THE EXCHANGE Network in Canada and the Allpoint Network in the US.

Working at Alterna

Alterna offers a fast-paced, impactful work experience in an organization that cares about doing good. For over 110 years, Alterna has been creating financial services that transform lives for the better, all while giving back to our community.

We are incredibly proud of our corporate culture, where everyone works together towards a common goal, the financial wellbeing of our members and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for seven years running.

* Although we appreciate all applicants, preference will be given to candidates who most closely meet the qualifications, key skills, and competencies outlined above.

* Alterna is compliant with the Ontarians with Disabilities Act. If you have a disability, please contact the recruiter to let us know how we can accommodate you.